Tsr L2 / Trainer
Current• Trains new hire classes on several core topics ranging from sales and customer care all the way to specialized technical support.• Updates all training materials to ensure our team is training with the most updated material and lesson plans.• Designs and creates new material and ways to make training more interactive, such as games and PowerPoint presentations and other tools and utilities.• Currently creating and maintaining new interactive tools that introduces various tools to new trainees and ensuring correct procedures are being introduced and followed. By emulating the tools used in production, class attendees can learn about the various features of the programs without exposing sensitive customer data within the actual tools themselves.• Works side by side with my fellow trainers to make sure our own training material is fresh and up to date.• Attends client meetings to calibrate our procedures to the procedures expected by our clients. This allows me to help tweak the call quality procedure for each call. • Previously ran cross training classes when an agent in production has met requirements needed to expand their current contracts.• Meets with fellow trainers well after a class graduates to see if there could be improvements made in our training to make future agents more production-ready.
