Soft Skills and NFE (SAP) Trainer and Coach
Danzas AEI
Total years of experience :21 years, 1 Months
•Monitor, evaluate and record training activities and program effectiveness.
•Offer specific soft skills and process oriented training programs to help maintain or improve job skills.
•Develop alternative training methods if expected improvements are not seen.
•Organize and develop, or obtain, training procedure manuals and guides and course materials such as handouts and visual materials.
•Present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos and lectures.
•Evaluate training materials prepared and provide feedback to the Central team for an scope of improvement.
•Develop the training schedules and update the progress of the training and the training effectiveness feedback on monthly basis.
•Lead coaching implementation in country and support other (less experienced) coaches
•Lead calibration sessions for full team of coaches
•Collect & share lessons learnt / best practices
•Take-up coaching role (i.e. conduct quality monitoring, coaching & follow-up)
positive customer experience according to industry standards.
•Manage and train a team of customer service representatives.
•Handle over management of the properties developed by the company, including title deed registration, collection of payments, property handover.
•Attend customer queries regarding the payments, progress on construction, different customer concerns regarding the current market situations and provide suitable solutions.
•Screen resumes for various need based openings. Conduct Preliminary tests and initial interview.
•Take the new employees through the initial induction and training procedures.
•Take care of the Marketing and Advertising aspects of the company- Coordinate with various Marketing and Advertising companies for various projects
•Manage and train a team of 15 - 20 CSRs and report to Training Manager.
•Has attended the “Train the Trainer” program and is a Dell Certified Communication Trainer. Have conducted training for new hires on communication skills.
•Identifying the training needs of a CSR (Customer Service Representative) based on the monitoring session conducted at the clients end and internally.
•Conduct on-line and offline coaching sessions for CSRs on performance improvement.
•Monitor improvement and action steps daily/weekly/monthly and submit the report to the Training manager.
•Prepare individual level action plan for each CSR in conjunction with the Team Leader.
•Identify performance related issues of CSRs through specified call monitoring and analysis of related data.
•Coach on skill set issues and escalate issues to the Team Leader/Training Manager.
•Identify a specified date for performance review of the CSR after being monitored and coached.
•Constantly look at improving the skill level of the team by sharing best practices, role-plays and individual team member feedback.
•Regularly provide monitor performance and quality adherence of new employees.
.
•Liaison with customers and internal departments to resolve the queries.
•Provided information and resolved queries of the customers.
•Provided effective customer service by assisting clients with new offers, customer service and answering questions concerning their requirements.