Jonah Richard

Mississauga, Ontario L*M *C* 647-***-**** adcdib@r.postjobfree.com

Professional Summary

Multi skilled Learning and Development Training Specialist with over 10 years of training experience in the services industry delivering training on Customer Experience, Behavioral Training that enhance individual and team performance, accent neutralization, product knowledge, and collaborate with business stakeholders to achieve key service level agreements

Skills

Master trainer certified on Training, Coaching, and Facilitation

Trained on Standard America and RP for Accent training

Customer service and Customer Experience

Corporate Training

Develop training based on ADDIE

Blended Learning

Training methodologies

Training content creation based on learner needs

Training on product knowledge across business industries

Coaching for performance

Interpersonal Skills

Troubleshoot basic tech issues

Training administration

Experience using MS Word, Excel, PowerPoint, and Outlook

Work History

Trainer 1, 08/2019 to 02/2020

Concentrix – Mississauga, ON

1] Train batches on process that is broadly categorized into three main issue types - accounts, trips, and payments, and customer service topics such as, Active Listening, Empathy, effective call handling skills, de-escalation and conflict management.

2] Keep oneself apprised of all recent blog posts, known issues, and policies that affect user experience and incorporate them during training.

3] Create lesson plans to make training effective and seamless.

4] Collect reports on CSAT and Quality and run analysis to find out top defect areas that need to be focused on during training to avoid repetition of errors.

5] Attend call listening and calibration sessions conducted by quality team and clients.

6] Based on needs analysis, create content and conduct refreshers to help business achieve its goals on CSAT and Quality.

7] Maintain internal and client training reports that include attendance, EWS, assessment status, training throughput, and attrition percentage.

8] Collaborate with HR, WFM, and Facilities and other teams to make sure trainees needs are addressed.

9] Achieved throughput of over 90% and overall training satisfaction score 4.9.

Subject Matter Expert, 01/2019 to 07/2019

Concentrix – Mississauga, Ontario

• Assist associates on operations floor with process queries aiding in improvement in efficiency of process targets such as CSAT, Quality, and AHT by constantly keeping oneself abreast of latest process updates and changes in policies and procedures

• Co-ordinate and collaborate with team leaders, trainers, and quality analysts on process improvements

• Share best practices and knowledge that could help achieve over 85% quality and a minimum of 4.00 on Customer Satisfaction

Diamond Tier Customer Service Representative, 11/2018 to 01/2019

Concentrix – Mississauga, ON

Address queries of callers on trips, user account related issues and concerns, payments, technical issues, and grievances that impact service quality and brand image

Handled about 30 calls each day achieving 100% quality with 4.85 CSAT

Participate in Process Improvement projects

Communication Trainer, 11/2017 to 08/2018

Datacore Technologies Pvt Ltd – Bangalore, Karnataka

• Conduct Pre Assessment on Language Skills (Speak & Write) and Email Writing Skills, and create a training plan based on the assessment

• Prepare and deliver training content with activities on Grammar and Email Etiquette to improve their overall written communication

• Monitor all critical client emails and share written and verbal feedback, and coach the associates when required reducing negative client impact in the world of digital marketing and advertising

• Conduct one to one discussions to assess their motivation and drive towards team cohesiveness and address individual challenges and concerns that affect performance

• Conduct behavioral training (7 Habits of Highly Effective People) and activities related to team work

Specialist Training, 09/2014 to 02/2017

First Advantage Global Operating Centre – Bangalore, Karnataka

• Conduct 1st Level Training and refreshers on Grammar, Soft Skills, Culture, and Customer Service Skills and pre and post training evaluations and assessments

• Listen to recorded calls and share feedback and report call monitoring observations to operations managers

• Create training content for an end to end process of background verification for EMEA region

• Participate and conduct organizational developmental modules

• Conduct communication round as a part of the interview process to gauge if the resource is trainable and meets minimum ability to communicate well in English

Lead Training, 11/2013 to 09/2014

Aegis Ltd – Bangalore, Karnataka

• Conduct blended learning training and refreshers on Product (Expedia Flights & Packages), Soft Skills, Customer Satisfaction and First Call Resolution

• Provide floor support for the associates, conduct briefing sessions, and share regular process updates

• Admin tasks – upload batch details on the HR tool, assign headsets, file attrition, attendance, graduation status and batch movements

• Other activities included call listening sessions, briefing sessions, floor walking, conduct periodic evaluations and assessments in the form of process knowledge tests and role plays

Lead Voice and Accent, 01/2011 to 11/2013

IBM Daksh – Bangalore, Karnataka

• Conduct training on Grammar, Accent (American or RP), Customer Service Skills, Email Etiquette and Culture

• Assess trainees on Soft Skills at the end of Pre Process Training on CAT (Communication Assessment Tool) to gauge the impact on customer service

• Conduct Team Calibration sessions on Email Monitoring Tool and Floor Support Monitoring Tool

• Monitor calls and coach the associates on their areas of improvement

• Collaborate with the Program Managers and Team Leads to achieve business metrics like AHT, and to maintain External and Internal Compliance and Internal Quality Scores of 90%

• Conduct TNA along with the MIS team for establishing Top Defect Areas

Executive Training, 08/2009 to 01/2011

Firstsource Solutions Pvt Ltd – Bangalore, Karnataka

• Conduct Pre Process Training and assess trainees, audit calls, coach and provide feedback

• Conduct training refreshers on Top Defect Areas helping them improve CSAT and FCR scores

• Conduct Bridge Training sessions during process training to connect learning from pre process training to actual business scenarios

• OJT Intervention – address clarifications, provide real time coaching and feedback, and assist the associates to reach Business as

Executive Learning and Development, 08/2007 to 04/2009

247 Inc – Bangalore, Karnataka

• Conduct coaching sessions for critical agents on the floor and help them get up the learning curve and perform consistently

• Create training modules and conduct refreshers on top defect areas on the floor whenever there's a drastic dip in customer satisfaction scores

• Conduct voice and accent sessions for the batch undergoing product training. During which they are taken through the monitoring form, activities related to soft skills and help them understand different parameters on the customer satisfaction survey form

• Roll out improvement action plan for agents' whose performance on VNA and customer satisfaction does not meet the set standards

Education

MBA: Human Resources, 05/2012

Sikkim Manipal University - Gangtok

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