ERNESTINA POAKWAA AMOH

Contact Information:

• Address: 238 Seminole Street, Ronkonkoma NY 11779

• Phone: +1-914-***-****

• Email: ad5bos@r.postjobfree.com

Skills:

• Training and Development, Orientation and Training, Strong Interpersonal Skills, Motivation, Communication Skills. Computer Skills, Problem Solving

Professional 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 2009

News Reporter HAPPY FM, ACCRA, GLOBAL MEDIA ALLIANCE

• Duration: October 2007 - August 2008

News Reporter HOT 93.9 FM, ACCRA

• Duration: August 2007 - September 2007

Education:

• 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: +233-**-***-***

2. Violeta Shamenko

• Position: (Training Team Lead, Majorel)

• Contact: +48-791-***-***

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