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Trainer II
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Competencies
Led training sessions, designed modules, and implemented coaching methods such as peer-to-peer and triads.
Assessed training effectiveness and supported QA/QE trend analysis to inform performance improvements.
Handled customer interactions, contributed to call handling structures, and supported operational roles.
Conducted trend analysis, reported on operational metrics, and utilized raw data for strategic insights.
Utilized Excel, Word, and PowerPoint extensively for training, reporting, and documentation purposes.
Education
Summary
Dedicated training professional with over 5 years of experience in program development, quality evaluation, and coaching at CONCENTRIX. Skilled in creating engaging modules, conducting assessments, and supporting client needs through innovative training methods.
Key Achievements
- Developed refresher modules aligned with QA/QE trends for healthcare clients at CONCENTRIX.
- Created and executed action plans supporting multiple healthcare clients and capacity planning.
- Acquired expertise in quality evaluation, training methodologies, and personalized coaching sessions.
Experience
Trainer II
Training expertise and flexibility (focused on learning and personality types), Implementation of several various coaching types, Acquired quality evaluation skills, Understanding of training requirements based on operations needs and insights
Customer Service Advocate
Customer service and call handling structures experience, Support role experience, Adapted and successfully fulfilled additional responsibilities
Program Ready Trainer
Created refresher modules taking in count QA/QE trends, Structured and executed action plans, Supported multiple healthcare clients, Planning and class projection aligning with capacity plan, Trend analysis and reporting with raw data as main source