As a call center trainer I would have to serve as a subject matter expert for debt settlement training and Negotiation process. I would work with vendor partners in identifying appropriate training approach and have to serve as manager and facilitator .Assess individual's development and training needs and provide feedback to management staff. Works with management staff to develop essential training programs that will help the organization achieve its settlement plan. Develop, implement and administer leadership training programs for Sales Managers and Marketing teams. Produced various learning materials including: Workbooks, power-point, group activities, program tools and media delivery aids, incorporating varied instructional designs and delivery techniques. Utilized instructor-led course design including student and instructor guide, instructor presentation and numerous other course tools. Web-based course design included video, audio, animation, graphics, and text. Collaborated in course improvement efforts bringing older courses up to current industry standards, and led course review and testing processes. Utilized ms office suite to develop instructor led course design and Learning Content Management System and other Web tools and graphics programs. Collaborative team effort on Instructional Systems Design process management and management team for Developer Forum. Taught technical courses (Word, Web-building, and Photoshop) for call center trainer as well as trainees as well as provided all technical coordination for school. This included buying software, upgrading systems, and troubleshooting network issue. Successfully implemented new instructional technology programming resulting in transforming dependent students into independent learners.

As a member of the training team, I would train prescribed trainings in accordance with approved guidelines, format and schedule per call center road maps. Structured training documentation of course outlines, trainee materials, and assessments. Provides technical input and creates/updates new training packages as vital. Trained customer service staff, develop schedules and manage workload as well as converse with sales force to ensure client expectations are met. Resolve customer conflicts and propose improvements.

I would train fraud analysts to review potential accounts for the prevention and detection of Fraud activities. Instruct Fraud Reps how to verify account activity with customers over the phone. Conducted analysis of team output and made recommendations for training and/or communication. Participated in and/or leads special projects and process improvements as directed by Director of sales and customer manager. Evaluated training and performance improvement results through a multi-level evaluation process including assessment of participant performance throughout the program and performance improvement on the job. Educated CSR’s on Visa/MasterCard polices and procedures for fraud loss. Taught check 21 loss prevention Techniques and launching complaints on Fraudulent claims.