-Mapped out annual training plans for management, HR, customer support and more.-Designed and developed training programs.-Selected appropriate training methods or activities (e.g. simulations, mentoring, on-the-job training, professional development classes).-Marketed available training to employees and provided necessary information about sessions.-Conducted organization-wide training needs assessment and identify skills or knowledge gaps that needed to be addressed.-Used known education principles and stay up-to-date on new training methods and techniques.-Designed and prepared educational aids and materials.-Assessed instructional effectiveness and determine the impact of training on employee skills and KPIs.-Gathered feedback from trainers and trainees after each educational session.-Partnered with internal stakeholders and liaise with experts regarding instructional design.-Maintained updated curriculum database and training records.-Researched and recommended new training methods, like gamification.

-Managed a high-volume workload within a deadline-driven environment.-Managed highly escalated customers efficiently with a customer perception in mind.-Served as the front line for customer support inquiries across multiple channels simultaneously (email, phone, live chat, and Slack).-Worked through creative solutions to effectively answer customer questions, provide guidance, troubleshoot and resolve issues, and route feedback.-Managed queue of open issues to deliver timely and effective solutions.-Communicated bugs and user feedback to our Product team. -Helped with customer retention and contribute recommendations for improving our product and processes.

-Reinforced classroom training in a live call environment, provided real time constructive feedback in order to build connections between training material and customer calls resulting in well rounded, self-sufficient customer service agents.-Evaluated, researched and resolved customer issues that have been elevated and require a higher level of expertise to ensure customer satisfaction.-Prepared reporting for various audiences, including executive leadership, to help in the day to day operations of CSC organization.-Performed ongoing auditing to validate process successes and define requirements for needed enhancements to established processes.-Selected to participate in a pilot program as an on the job trainer for a corporate new hire program which serves to educate high level corporate employees on call center processes ultimately sparking company wide initiatives and generating large processes improvements.

-Prepared important documents used for immigration purposes (e.g. affidavits and claims)-Served as a translator for clients in court-Translated documents from Arabic to the English language.