Customer Service Training

Ms. Rochel Pereira Furtado

Mobile: +971*********

E-mail: ******.*******@*****.***

QUALIFICATIONS

•Secondary CIPD HR, City and Guilds -Level 3

•Total Business Mastery – One day MBA by Brian Tracy

•P.G. diploma in Human Resource Management

•Bachelor’s Degree in Computer Applications, Goa Board, India

EXPERIENCE

HR Training Specialist – Training

Aggreko UK International LLC Learning Center (www.aggreko.com)

Jan 2014-June 2017

HR Learning & Development Specialist – Products, Technical and Leadership Development

Line Trainer and Subject Matter Expert –Support Functions

Customer Care Representative

du Telecom EITC PJSC, UAE (www.du.ae)

Apr 2007- Dec 2012

Credit Analyst / Customer Service Officer

Hutchison 3G UK LLC (www.3globalservices.com)

Oct 2004 – Apr 2007

PROVEN JOB ROLE

HR Training Specialist – Aggreko UK LLC Learning Center

•Managing the online induction and onboarding of new joiners.

•Managing the enrolments to the online learning management systems(LMS) for web based trainings and Instructor based trainings ( General and technical trainings).

•Extracting the required delegate training reports from the Learning Management Systems (LMS)

•Designing SCORMS with Articulate Storyline.

•Performing QA checks on SCORMS and uploading them on the learning management system after sign off.

•Maintaining and updating training materials, SOPS and other HR related documents

•Deploying training materials to our regional teams in the Americas, EMEA, APAC and Central functions.

•Assist in the nomination of trainees based on performance appraisal feedback and Operations Management request.

•Maintaining training records of our regions ( Test papers, Attendance, Post Course Evaluations, Feedback Forms, Certificates and Certificate renewals ).

•Prepare and update the weekly newsletter of the training team on Sharepoint.

•Facilitating and Co-ordinating training delivery by booking rooms, preparation of attendance sheets, nameplates, safety instructions, lunch requirements, gatepass requirements and evaluation sheets

•Prepare training certificates to be signed off by head of department and filing and archiving copies of the same.

•Sending out Joining instructions to delegates before training and training calendar management.

•Maintain the training team planner for attendance and leave plans and communicating them to payroll when required.

•Assist in printing, binding and sending accross updated training materials, handbooks and relevant documents where ever required within the organisation.

•Working with external training vedors in booking and administring external certification courses.

•Plan and manage the team building events for the team.

•Assist with travel arrangements for our incoming guests and the instructors travelling to our worldwide locations, facilitating visa arrangements, booking tickets, hotel arrangements, airport transfers, gate passes etc.

•Managing the petty cash allowances of the training team, including travel advances and expense claims of our teams when on or back from travel.

•Management of courses and curricula structures, descriptions, audience and other relevant information on VLS ( LMS for Aggreko)

•Ownership of standards and procedures for codes, descriptions etc. For course,curricula and certification.

•Collect and Analyse data relevant data and co-ordinate the release of online and instructor led courses.

•Development of accountability for course content history and version control.

•Creation of course codes and control usage and alignment with LMS

•Establishment and maintenance of procedures between courseware other areas of training.

•Ownership of English Master QA ( Quality Assurance) for all medias ( Online learning courses)

•Enhancement of quality assurance measures and process.

•Process and data management to ensure smooth ISO standard audits for Learning and Development

•Communicate with translation agencies, service management and local markets with information referring or impacting deployment projects and agreed schedule.

•Data entry monitoring and control of data for internal reporting

•Implementation of translation to source training module.

•Ownership and administration of training box

•Reduction of translation costs.

•Creatively deliver communications of course and curricula availability.

Add hoc support:

•Maintenance of LEA-CEQ database for the ECAM project to prevent duplication and ensure that information is readily available to the project team .

•Integration of translated content into e-learning modules,testing and deploying the same.

Instructional Design

HR Learning & Development Specialist – Products,Technical and Leadership - du Telecom EITC PJSC, UAE

•Responsible in conducting various training programs: outsourced operations pilot batch induction

training program for fixed services in Egypt & Jordan; 2nd batch induction training in Jordan; end to end training function for outsourced operations MNP Training in Mumbai & Kolkata, India.

•Utilizing various instructional methods and formats like role playing, simulations, team exercises, group discussions, videos, e-quiz and lectures to present information.

•Handling the class schedule as per classroom, equipment and instructors’ availability.

•Conducting training to trainers and assigning participants for training including designing & preparing curriculum, feedback, evaluation, achievements, recommendations and maintaining log in ERP system; administering the end to end On demand club project with design, delivery & feedback for Dubai, Jordan, India and Egypt as well as the training &blackberry suspension support function project for Egypt.

•Managing and facilitating induction and leadership training in alignment with the company strategy and personal development towards individual contribution to company objectives.

•Worked with external vendors like Steven Covey ME to develop leadership training in alignment with the company values and behaviours.

•Worked in alignment with recruitment to develop talent pools skills,knowledge,assessments and facilitate succession planning.

•Supported management in understanding PDP's.

•Preparing work load plans for the team to enable forecast of resources required in the future.

•Preparing end of training reports to be presented to top levels of management.

•Ensuring updated, accurate and aligned documentations for all LOB’s by closely working with project managers, implementation specialist and marketing product managers.

•Providing support in the development of writing and updating of user document and training materials.

•Assuring a smooth training performance through forecasting of training resource requirements.

•Taking part in validation meetings in connection with assessment, process and tools used; accurately accomplishing competency record of trainees and maintaining confidentiality of students’ records in addition to planning, performing and assessing of trainee competence.

•Determining training needs by coordinating with field personnel and subject matter experts.

•Conducted store visits and mystery shopping to quality check the knowledge and customer handling skills of retail staff.

•Trained other verticals on HR Policies and short product trainings for Gitex.

Line Trainer and Subject Matter Expert –Support Functions- du Telecom EITC PJSC, UAE

•Functioned as Customer Care Front office SPOC war room for frl, IPTV Migration, OM+(Order Management+), FNL, and fixed Inductions including managing the IPTV migration set up at the sales shop and providing feedback to marketing department.

•Recommended excellent personnel for various tasked based on training and operation performance by working closely with VP Customer Care.

•Conducted testing on the systems’ effectiveness and gaps prior to pre-launching as part of Business Simulation (BSIM) as well as validating work instructions before pre-launching sign off as part of Business Requirement Management (BRM).

•Provided assistance to HR Learning & Development in the induction of fixed services, other products and services trainings by performing line training activities as well as end to end training feedback & reporting as Line Trainer.

•Supported HR Learning & Development in induction of fixed services, other products & services trainings by performing line training activities and end to end training feedback. Reporting as Line Trainer.

•Rendered help to Back Office Correspondence Team; attended clients’ request by faxes and mail,

•handled follow up and prompt solution to clients with affected systems and ensured highest level of customer satisfaction in accordance with the company policies.

•Managed consumer Fixed Services Customer relocation processing; worked with Fifa project launching.

Customer Care Representative-du Telecom EITC PJSC, UAE

•Attended billing inquiries, processing requests and troubleshooting to service customers via phone.

•Complied with the quality standards and contribute in the KPIs of the team.

•Performed support duties by obtaining escalations and conducted follow on clients’ issues and requests.

•Handled the preparation of reports in behalf of the team leader.

Credit Analyst / Customer Service Officer- Hutchison 3G

•In charged in the checking of credit, risk analysis, identifying assigned customers’ credit limits as per credit check and payment relationship with the company.

•Resolved client’s technical inquiries by performing troubleshooting on technical areas.

•Dealt with billing and payment request and queries; handled the up selling of products and services of the company; and tracked clients’ overlooked deliveries and lost in transit products.

•Carried out training to newly joined personnel with regards to products, process and criteria for credit checks based on the requirement of the company.

•Developed motivational and competitive team spirit through framing puzzles, preparing quizzes and treasure hunts related to process. Prepared presentation as necessary.

•Arranged innovative activities across various departments in coordination with HR.

Achievements

•Awarded Certificate of appreciation for the excellent work towards setup of training functions in our outsourced operations in Jordan in 2011 by the SVP of Human Resources.

•Awarded the certificate of recognition for valuable support towards consumer line trainer function in 2009 by the VP Contact Center.

•Awarded certificate of appreciation for the excellent result achieved in Customer Service Assessment in 2009 by the management team.

•Awarded the Home Services portfolio Excellence Award for achieving best performance in the year 2008 by the Interim Director at du Telecom, UAE.

•Awarded Certificate of Achievement in Effective Call Handling in August 2007 through knowledgenet work in affiliation with du.

•Highly recommended to work with the CEP(Customer Experience Program) Team but could not participate due to existing departmental requirements at du Telecom, UAE.

•Displayed skills in handling multiple tasks, working well under pressure, meeting deadlines and providing solutions while consistently meeting organizational objectives.

•Actively take part in fulfilling learning & development policies and procedures and in continually reviewing and setting up improvements to current system.

•Helped save $50,000 y insourcing and completing an integration project post translation. This led to 50% saving on total cost.

Professional Development

•AICP 3 – Fundamentals for Assessors

•Fire Fighting training

•Defensive Driving training

•Train the Trainer,du Telecom, UAE

•Effective call handling Skills, Knowledge Network, du Telecom, UAE

•Two day Training Program entitled “7 Habits of Highly Effective People” by du Telecom, UAE.

•Facilitated du brand induction training program “We are du” held in Jordan which projects mainly the Brand values and vision of du Telecom through different games & activities.

•Delivered soft skills training course for customer care functions in Jordan.

IT Proficiency

•CRM Software: People Soft, Pivotal, Siebel(Order Management Plus), Sharepoint

•HRMS :ERP ( Oracle Based)

•LMS : e-quiz creator, Adobe Captivate, Articulate Storyline, Vuepoint Learning System,

•Billing Software: Oracle, BSCS, Ask Sid

•Credit Bureau Software: Equifax, Experian

•OBI: Operations Support Systems Business Support Systems Interface

•OM+ (Order Management +), HMC (Email Creation Software), Netcracker, Payment Gateway, ERP

•MS Office Suite (word, Excel, PowerPoint, Outlook) Internet, E-mail applications

•Photoshop

Personal Details

•Nationality: Indian

•Date of Birth: 11th January 1984

•Marital Status: Married

•Visa Status: Resident Visa (Spouse)

•Driving License: UAE + Own Car

References

Provided on Request

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