Customer Service Training
Resume:
Experience
Team Leader, Aditya Birla Minacs ***2-present
Monitors and manages absenteeism and punctuality
Prepares payroll documentation for subordinates
Maintains personnel files
Oversees and manages effective use of personnel resources to insure service
quality standards and budgetary scheduling standards are met
Conducts bi-monthly and monthly team meetings
Gathers and/or oversees collection of procedural and product information
and documents
Assists with business centre training needs analysis and program
development
Prepares various reports (fulfillment, correspondence, quality management,
billing)
Formats standard letters for correspondence
Uses appropriate tools to manage and report non conformance in document
control processes
Communicates department and organizational objectives and goals to
subordinates
Assesses individual training needs and ensure needs are met
Coaches subordinates on organizational standards and provides position
training as required
Maximizes potential of subordinates using established performance
management methods and may conduct or assist in formal performance
evaluations
Monitors and ensures existence of supportive working environment(s) to
promote high job satisfaction and morale
Manages departmental resources through effective recruiting, delegation and
organization
Monitors team compliance to quality standards using established audit
procedures and systems
Performance Coach, Aditya Birla Minacs 2008-2012
Perform quality audits on Technical Customer Service Representatives phone
calls and coach accordingly to strengthen technical and soft skills
Coach agents on Peer Feedback and CSAT results
Run team meetings and send internal correspondence to the team in the
absence or to assist the Team Leader
Maintain record keeping data on team statistics in accordance with COPC
guidelines
Attend monthly calibration sessions to ensure proper scoring methods are
being implemented
Assist Team Leader with administrative duties
Designated Trainer, Aditya Birla Minacs 2007-2008
Facilitate new-hire classes according to Minacs and client-specified
requirements
Complete and maintain appropriate paperwork in accordance with COPC
guidelines
Assist agents upon graduation from class to their day-to-day job duties
Involved in continuous monitoring, coaching and evaluation of agents during
training program
Act as point-of-contact between classroom schedule and production floor
schedule to answer procedural questions
Perform call evaluations to assist Technical Customer Service
Representatives to improve their Quality scoring, product knowledge and
telephone etiquette
Consistently follow corporate-defined training schedules to meet the day-to-
day training requirements of the site, and made
suggestions/additions/revisions as necessary
Attend meetings with various levels of management to provide feedback on
training curriculum, class progress and hiring results
Technical Customer Service Representative, Aditya Birla Minacs 2006-2007
Support specified, limited line of technical products using defined problem
solving methodology
Log call records and assign call types
Construct individual case reference files and update case management data
base
Conduct limited suggestive selling of client service and support line
products
Diagnose end user problems using systematic listening and probing approach
Education
Bryant & Stratton Business Institute, Rochester, NY
Skills
Strong problem solving and decision making skills.
Ability to lead others to achieve goals and objectives.
Demonstrate competency at identification of customer needs and offering
alternative solutions.
Well-developed verbal and written communication skills.
Accurate and detail oriented.
Ability to work independently and in a team environment.
13-39 Ventura Drive
St Catharines, ON L2R 7K3
*.******@**.***
Kathleen Stewart
13-39 Ventura Drive
St Catharines, ON L2R 7K3
*.******@**.***
13-39 Ventura Drive
St Catharines, ON L2R 7K3
*.******@**.***
Kathleen Stewart
Kathleen Stewart
Contact this candidate