* Taught and supported two high-performing classes this year, making sure trainees stayed engaged and achieved their best
* Collaborated with Operations to identify and address recurring opportunities and behaviors that require attention
* Spearheaded an initiative to streamline and simplify billing explanations, resulting in improved clarity for customers and enhanced overall customer support efficiency.
* Facilitated New Hire and Upskilling Classes
* In 2021, worked with Recruitment Team to calibrate interviewers and help validate applicants
* In 2022, worked with Quality Assurance Team with analyzing customer feedback and identifying areas for improvement in customer service process
* Conducted an analysis that led to the revamp of Foundations Training curriculum and materials for two accounts
* Spearheaded an initiative involving the creation of a simulator to help improve the quality of learning among new hires
* Developed and facilitated numerous advanced training programs for experienced agents to enhance their skills and knowledge
* Collaborated with Ops Team to identify areas of improvement and develop targeted training programs to address performance gaps
