Head Of Training And Development
CurrentIn my current role, I manage partnerships with leading brands across various consumer electronics categories. This includes: - Premium audio equipment from SONOS, Marshall, Devialet and Bang & Olufsen.- Healthcare products from Dyson, Hurom and Therabody- Action Cameras by GoPro - Earphones/Headphones from Shokz and JLabs - Smart Watches by Polar and Withings - Innovative lighting solutions from NanoleafResponsibilities as a "Training Lead"- TRAINING… Show more In my current role, I manage partnerships with leading brands across various consumer electronics categories. This includes: - Premium audio equipment from SONOS, Marshall, Devialet and Bang & Olufsen.- Healthcare products from Dyson, Hurom and Therabody- Action Cameras by GoPro - Earphones/Headphones from Shokz and JLabs - Smart Watches by Polar and Withings - Innovative lighting solutions from NanoleafResponsibilities as a "Training Lead"- TRAINING DELIVERY: Facilitating key training programs for both sales and non-program sales personnel.: Collaborating with local trainers to deliver product curriculum across various modalities, including classroom, virtual, on-site, and in-store settings, in alignment with the established training execution plan.- TRAINING NEED ANALYSIS: Engage with key stakeholders to identify training requirements and areas for improvement.- PARTNER TRAINING MANAGEMENT: Compiling and sharing partner training progress reports and updates with the key account managers.- TRAINING CONTENT MANAGEMENT: Overseeing the maintenance and regular updation of training materials.: Developing localized content for New Product Introduction (NPI) seasons to support effective product launches.Responsibilities as the "Customer Support Team Lead"- Led a team of customer support representatives, ensuring delivery of best-in-class product support for audio and tech products.- Developed and executed training programs that enhanced team skills and knowledge, resulting in a 30% decrease in TAT scores.- Collaborated with internal stakeholders to define communication plans and processes for resolving customer issues, from troubleshooting to repair and replacement.- Created and analyzed reports and dashboards to identify areas for improvement in support processes and product offerings.- Monitored customer feedback through surveys (NPS) and product reviews, implementing strategies to address concerns and improve overall customer experience. Show less
