As a seasoned process trainer with 5yrs of experience in Learning and Development, I have trained hundreds of agents who became top performers as IT Service Desk support in 3 of the leading Retail Brands in the US. I specialize in POS (Point of Sale Systems), Delivery Platforms, Managed Networks, Back Office Systems, and other restaurant technology systems.
Apart from Training and handling people, I also create knowledge articles based on the guides and references provided by third party vendors. I attend trainings and meetings then convert the knowledge into guides and articles to be used by the entire Helpdesk. Making sure it complex information are presented in the simplest way possible. Maintaining them when there are updates and making sure to cascade changes to the desk for awareness.
I also do up-skilling and cross training when needed. I present new projects to our clients, create learning curriculums and materials, and I attend meetings with stake holders, clients, and third party vendors.
I also have experience in auditing calls to make sure that they adhere to the client processes and company guidelines. And I have been a Team Leader who helped associates reach their targets and achieve professional goals.
I have over 15years experience in the Business Process Outsourcing Business, specializing tech and customer service.
I am excited to take on new challenges to improve my expertise and be a part a company who values talent and skills.
