Shelley - Trainer with 5+ years in customer service and technical training

Designed and delivered training programs to improve customer service, sales techniques, and employee onboarding.

Implemented coaching methods to enhance empathetic communication, objection handling, and customer satisfaction.

Worked with operational and QA managers regularly to coordinate training needs and performance improvements.

Created training content, role-plays, and assessments tailored to diverse learner needs.

Facilitated access to essential tools and managed logistics to support training and onboarding processes.

Develop and deliver comprehensive training programs for NHs and existing staff in customer service and sales techniques., Conduct onboarding sessions to familiarize employees with company policies and customer interaction best practices before moving forward with product specific training., Provide continuous coaching and support to enhance customer service skills, improve sales strategies, and ensure high levels of customer satisfaction including empathetic statements, objection handling and implicit/explicit commentary., Assess training effectiveness through regular feedback, evaluations, and performance tracking., Create and update training materials, including presentations, and role-play exercises, to ensure content is engaging and relevant., Monitor team performance with the aid of the QA dept and provide targeted training and quizzes to address areas for improvement or knowledge/skill gaps. This was usually on a weekly basis., Collaborate with other managers (OPs and QA) 3 times per week to align training actions in accordance to actions in a Glidepath to meet with business objectives and performance goals., Conduct workshops and refresher courses provided by the client to enhance team skills in handling customer inquiries, resolving complaints, and closing sales., Foster a positive and motivating learning environment to improve employee engagement and retention.

Communicate with various other departments within Webhelp to make sure they were all able to access the site, both through the training period and also continuing on in their careers with the company., Coordinate departments such as Workforce, Operations, and the Social department to make sure the New hires received the relevant information and had expectations set for them., Record all attendance and punctuality, and productivity of each day of training., Create credentials and users for their working tools.

Search for students and negotiate schedules and prices based on their individual needs., Create whatsapp groups, course material and other folders which were readily available to my students.