Customer Service Rep/Technical Specialist/Reservations Specialist/Sales Agent (-----------):
Throughout my tenure spanning various roles, I consistently met and surpassed KPIs and performance benchmarks while managing a multitude of responsibilities. Engaging with over 60 customers daily across financial and sales accounts, I ensured personalized and efficient service, addressing financial inquiries, resolving disputes, upselling products/services, managing reservations, and promoting travel packages. Concurrently, I taught ESL both online and in physical classrooms, efficiently coordinating appointment schedules.
Proficient in a wide array of tools including MS Office, Google Docs, Salesforce, Gmail, and others, I adeptly navigated diverse software applications.
Bachelor's Degree in Education (-----------):
Between 2015 and 2019, I dedicated myself to obtaining a Bachelor's degree in Education. This educational pursuit equipped me with foundational knowledge and skills pivotal to my career growth, fostering effective communication, pedagogical techniques, and adaptability in diverse learning environments.
Team Lead Experience (-----------):
In my role as a team lead overseeing 30+ agents, I prioritized staff development through comprehensive training and coaching sessions. My focus on enhancing agent performance and productivity involved analyzing management reports and delivering valuable feedback. Additionally, I managed meeting schedules, conducted interviews, mock calls, and coaching sessions, ensuring regulatory compliance while fostering a collaborative environment.
Promoted from Assistant Trainer to Head Trainer after 3 months at ----------- (April 2023 - Present):
Currently, I oversee new hire training sessions, manage communication, scheduling, and distribution of training materials. Tasked with LMS system management, I create, update, and maintain training content within stringent deadlines. Simultaneously, I handle content development, participant communication, and session presentations efficiently.
Skillsets:
- Proficiency in customer service, sales, LMS, and various software/CRM tools.Strong leadership abilities encompassing team management, coaching, and performance improvement.- Expertise in content development, training, and LMS management.- Detail-oriented, adaptable, and adept at prioritizing tasks to meet deadlines.- Excellent communication and presentation skills.
