Nadiah G. Email & Phone Number

Raleigh, North Carolina, United States

As a Trainer, I provide initial and ongoing training for the Call Center through a variety of delivery methods. I also develop product knowledge and skills for the Call Center team while supporting departmental and customer facing improvement initiatives within the company. Providing dynamic presentation and facilitation skills to engage participants while teaching courses as well as supporting the team and customers is another skill I use in my position.Role Includes:-Present training materials through classroom and virtual learning to support call center functions including, but not limited to: system, process, policies, product/service, and customer interaction skills-Conduct technical training needs assessment by collecting information pertaining to work procedures, workflow, and reports; understanding job-specific functions and tasks-Assesses training needs of techs; design and build training modules to assist with delivery of training-Plan and implement competency based assessments to measure participant performance-Maintain current call center knowledge through continuing education-Recommend and develop supplemental training -Interact with all areas of the business on products and services to ensure current information-Act as liaison to other department personnel for training-related issues and questions-Partner with SMEs and peers to address knowledge gaps and areas of opportunity identified through departmental objectives-Assist with QA monitoring, feedback, coaching to include measuring training class results -Provide reporting on effectiveness, progress, improvements-Assist with call volume as needed to maintain SLA for customer base.

In this role, I assisted our clients with a broad range of needs including answering questions about account balances, making withdrawals and/or loans, transferring funds, identifying available resources, and placing trades within investments.

As a call center quality assurance analyst I contributed in being a driving force behind exceptional customer experience across all customer interactions. My responsibility was to ensure compliance with company quality standards on all contact channels while monitoring key performance metrics to improve overall customer experience and call quality.Responsibilities:-Review agents’ conversations across all contact interactions to measure teams’ performance and track customer support quality.-Contribute to call calibration sessions to evaluate agent performance.-Identify lapses in agents’ performance and provide constructive feedback for improvement.-Engage in customer listening to identify customer pain points and expectations.-Drive the implementation of improved customer engagement strategies to increase agents’ efficiency.-Serve as an intermediary for escalations from agents and customers.-Ensures communication is effectively delivered and appropriately addresses all customer concerns.-Analyze call center data to generate valuable insights to predict customer trends.-Track key quality assurance metrics for improvement strategies.-Monitor KPIs, track quality metrics and provide regular analytics reports to upper management.-Make recommendations on process and policy improvements from reports. -Recommend call center QA software and training for customer support teams to meet and exceed customer service expectations.-Develop and improve knowledge of products and knowledge of call center performance and functional requirements.-Participate in team meetings to discuss customer service trends, agent review feedback, and implementation of quality management strategies-Support recruiting and onboarding processes as appropriate-Report support teams’ performance to supervisors and maintain weekly/monthly performance logs.

Goldsboro, North Carolina Area