- Conducts new hire classes for contact center customer service representatives- Conducts classroom training on product releases, support tools, processes and policy updates- Coaches and mentors new hires through shadowing/nesting and floor support to improve performance- Generates reports and tracks progress of trainees during training period- Maintains a level of expertise regarding business processes, corporate initiatives and has a thorough understanding of training program and quality call monitoring guidelines and operation metrics- Fosters open communication with supervisory team and actively strives to develop strong working relationships with all call center personnel

- Supervised a team of 10-12 Subject Matter Experts toward goal achievement using teamwork, collaboration, motivation and staff development skills including the ability to act as a role model within the organization- Creates schedule to ensure floor coverage and support to all agents on shift- Helps SME with their career path in the company.

- Conducts new hire orientation talk during their day 1 in Ramp. - Conducts classroom training on product releases, support tools, processes and policy updates- Coaches and mentors new hires through shadowing/nesting and floor support to improve performance- Generates reports and tracks progress of trainees during nesting period

- Supervised a team of 12 - 15 employees toward goal achievement using teamwork, collaboration, motivation and staff development skills including the ability to act as a role model within the organization-Identified and resolved performance behavior and attendance issues through coaching, developing action plans and providing effective feedback-Handled escalated calls, complaints, questions and queries as necessary-Trained agents to learn to upsell as this is a local telco account

Supervised a team of 10-12 employees toward goal achievement using teamwork, collaboration, motivation and staff development skills including the ability to act as a role model within the organization-Identified and resolved performance behavior and attendance issues through coaching, developing action plans and providing effective feedback-Handled escalated calls, complaints, questions and queries as necessary

- Supervised a team of 10-12 employees toward goal achievement using teamwork, collaboration, motivation and staff development skills including the ability to act as a role model within the organization-Identified and resolved performance behavior and attendance issues through coaching, developing action plans and providing effective feedback-Handled escalated calls, complaints, questions and queries as necessary

- Relay messages between hard of hearing and hearing customers.- Convey messages as accurate and as realistic as possible with 100% accuracy of capturing messages sent to the hard of hearing