Delivering a 3 week New Hire Training Program monthly or as hiring dictates.Responsible for the supervision of each new hire group during training period.Assisted in the development of the new hire training curriculum including creation of support manualsPlan, create and conducting training programs as department needs arise for over 180 current and new hire employees of the CAC Experience in presenting programs manner using combination of appropriate materials and group exercisesTraining employees on various proprietary systems i.e. Siebel by IBMConducting soft skills program Phone Pro “Teleservices” to several National Mercedes-Benz USA Training Center locationsCoaching 30 Customer Care agents on phone and product skills Monitoring 30 Customer Care agent calls for each every quarter Analyzing Customer Satisfaction (CSAT) reports to determine agent performance and areas of developmentDeveloped an “enhanced” coaching program for agents scoring below average Interacting with agents for recognition, reward and advancementConstant interaction with various levels of management to ensure proper execution and follow-up to development measuresDeveloped manual and quick reference guide for the MBUSA National field staff

Conducted training program based on mutual funds products Conducted refresher courses on department topicsDeveloped manuals for training program curriculumsInteracted with upper management regarding needs analysis and results of trainingSelected appropriate multimedia visual aids for trainingCreated ongoing curriculum for employees to stay abreast of products and services