Training Lead
Current•Stakeholder management - Successfully managed relationships with key stakeholders, including CEOs, Managing Director, Chief People Officer (CPO), while directly reporting to the Head of Service•Sales and Care academies - Created and Delivered based on 4 critical pillars for success. Spearheaded initiatives to drive customer satisfaction (CSAT), boost sales performance, and elevate the standard of customer care. Instrumental in leveraging psychological insights to tailor strategies •Project Management - Oversaw the end-to-end execution of a pivotal project involving the development and implementation of a centralised knowledge base•Training - Designed and delivered comprehensive training programs for various initiatives, including the introduction of a new phone system, a new app, and a new product. Created a full training package from day 1 to being a competent CSE•Audits & Compliance - Led audits in adherence to ISO standards and eLearning compliance•Quality Control - Revamped and established a new Quality Control (QC) framework based on the 4 pillars built from the sales and care academies•Recruitment - Engaged in recruitment activities, contributing to the acquisition of top talent for the organisation•Data creation & analysing - Imported and created call centre data, streamlining and enhancing visibility into agents' Key Performance Indicators (KPIs) and effectively pinpointing areas for professional development.•Train the Trainer - Measures of excellence, Observing, Realisation, Activities, Knowledge transfer and checks, Communication, Time management, Purposeful conversations, Questioning techniques, Prioritisation and more
