On the Job Training (OJT) and Classroom Training for both new and existing employees.
The OJT position involved 1on1 training on calls, in classroom training, coaching, new hire team management, metric based performance analysis and initiatives, and new hire retention. I received numerous awards both monthly and annually for my performance, initiative, and project completion in this role.
The Classroom Training position involved repeatedly training a 3-4 week class on business policies, soft skills, tools, product line, technical troubleshooting, billing policy, de-escalation, and customer retention. I also provided classroom training on innumerable business policy changes, de-escalation tactics, soft skills refreshers, new product and tool usage and troubleshooting, and company initiatives (upsell/promote, promoting the business, etc.).
During this time I was also responsible for management of the team of OJTs at various points, driving performance, scheduling and staffing, and tool creation and project management. I developed multiple tools in this “OJT Team Lead” role that would go on to be used across the enterprise both in country and at sites abroad.
I was also hand selected to travel for the company for a month to our corporate location in Denver, CO. During this month I provided 1on1 training as part of a program called Base Camp. The program was designed to put non-customer facing executives, managers, and analysts through several weeks of customer service training so that they may better understand our customer base and the challenges their teams may face in their roles.