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Click here or scroll down to respond to this candidateCandidate's Name
Contact Information: Address: Street Address
Phone: PHONE NUMBER AVAILABLE Email: EMAIL AVAILABLESkills: Training and Development, Orientation and Training, Strong Interpersonal Skills, Motivation, Communication Skills. Computer Skills, Problem SolvingProfessional Summary: Skilled Training Specialist with over 4 years of experience, highly effective at conducting personal and group training sessions focused on areas such as employee performance, team productivity, and quality assurance. Enthusiastic personality with a hands-on, creative style. Ready to apply expertise to a challenging long-term position.Work History:Senior Training Specialist MAJOREL Ghana Duration: October 2022 January 2024 Provided personalized coaching to underperforming online support agent and guided them to success. Scheduled and delivered New Hire trainings as well as up-skilling current working employees on product updates etc. Collaborated with team leads to identify specific training needs and deliver tailored programs that hit the mark Provided training for junior trainers by shadowing and providing feedback as well as rump up internal trainers and new trainers. Gauged training effectiveness through perceptive assessments, on-the-job coaching, feedback from online Support agents as well as tangible performance metrics Quality Improvement and Training Supervisor Specialist MILVIK GHANA LTD Duration: February 2019 October 2022 Developed relevant methodologies for assessing the quality of sales and communication, fostering a strong quality improvement culture. Created reports on quality improvement performance, identifying training needs and implementing performance improvement programs. Collaborate with team leads to identify specific training needs and deliver tailored programs that hit the mark Evaluated employees based on the quality of customer interactions and information accuracy. Updated and maintained the BIMA Ghana quality improvement policy document. Call Center Supervisor MILVIK GHANA LTD Duration: July 2014 - February 2019 Ensured daily and team targets were achieved by supporting agents. Tracked and managed agent performance. Provided necessary resources for agents and ensured their management. Monitored calls for quality information delivery. Managed customer complaints and reported on team performance to the Call Center Manager. Call Center Agent (Insurance Agent) MILVIK GHANA LTD Duration: March 2013 - June 2014 Offered life and hospital support insurance to customers. Assisted customers with policy changes and claims. Administrative Officer Commercial Investment Limited Duration: February 2010 - September 2010 Maintained personal and client files. Ensured the safety and security of office records and properties. News Reader/Reporter HOT DIGITAL RADIO, KANDA Duration: June 2009 - October 2009News Reporter HAPPY FM, ACCRA, GLOBAL MEDIA ALLIANCE Duration: October 2007 - August 2008News Reporter HOT 93.9 FM, ACCRA Duration: August 2007 - September 2007Education: Bachelor of Arts: Information Studies and Psychology, University of Ghana, 2009-2013 Diploma: Communication Skills, Ghana Institute of Journalism, 2005-2007 Accomplishments: Supervised a team of 40 call center agents, consistently achieving targets. Achieved almost 100% increment in sales figures by introducing a conversational selling guide. Collaborated with HR to increase the call center headcount from 34 to 156 telesales associates within 3 months in 2019. Trained a total of over 170 New Hires between October 2022 to January 2024 Referees:1. Marian Kusi Position: (Operations Manager, Majorel) Contact: PHONE NUMBER AVAILABLE2. Violeta Shamenko Position: (Training Team Lead, Majorel) Contact: PHONE NUMBER AVAILABLE |
