I deliver new hire training, call type training, cross training, and initiative based training in a classroom and virtual settings using a variety of teaching methods and media resources. I provide developmental coaching and feedback to new employees to enhance skill development and to meet the standards and expectations of the company. I develop new and tenured agents in understanding all areas of performance including, long term customer satisfaction, and productivity components that drive revenue and customer loyalty. I build and maintain business relationships, as well as open lines of communication with our business partners. I represent training as a Subject Matter Expert on key projects or initiatives that provide impact to the business as appropriate. I have a direct impact on the employee’s ability to perform the necessary functions of the Customer Service Representative position. The quality of the classroom facilitation, as well as the coaching and development provided by me also has a positive impact on Customer Service Representative attrition in both training as well as in the longer term assimilation and retention of the new hire in the Customer Service Representative role.

I deliver new hire training, call type training, cross training, and initiative based training in a classroom and virtual settings using a variety of teaching methods and media resources. I provide developmental coaching and feedback to new employees to enhance skill development and to meet the standards and expectations of the company. I develop new and tenured agents in understanding all areas of performance including, long term customer satisfaction, and productivity components that drive revenue and customer loyalty. I build and maintain business relationships, as well as open lines of communication with our business partners. I represent training as a Subject Matter Expert on key projects or initiatives that provide impact to the business as appropriate. I have a direct impact on the employee’s ability to perform the necessary functions of the Customer Service Representative position. The quality of the classroom facilitation, as well as the coaching and development provided by me also has a positive impact on Customer Service Representative attrition in both training as well as in the longer term assimilation and retention of the new hire in the Customer Service Representative role.

Responsible for coaching and developing new hire and tenured agents to be proficient with their job duties during their on the job training period.

I started in the billing call type where I was responsible for assisting customer with billing questions and general inquiries. I cross trained into the sales call type where I was responsible for assisting customers with their programming changes, equipment orders, minor troubleshooting and sales. From there I cross trained into customer retention where i was responsible for assisting customer who were wanting to disconnect their accounts.