Customer Service Manager/Training Manager
I have 10 years experience in the customer service industry (including Over the phone, email, chat and remote access). For several years i supported customers of HP, Dell, Quattro (vendor), Cvent, Adobe and Teleprformance (vendor) with technical troubleshooting, subscription issues, billing and refunds, up-sell, general customer issues, pre-sales inquiries, designing web events, assisting with payment gateway issues and much more.
I also have vast experience and expertise in Training & Development where i have trained agents, onboarded new employees, managed performance of customer service and technical support agents, expanded knowledgebase articles, managed projects. I have used Training Need Analysis as a tool to improve overall business performance for many campaigns while working in Teleperformance as a a Training manager.
I am quite good with Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Adobe Acrobat, Adobe Captivate, Articulate and my favorite Adobe Photoshop to build reports, dashboards, presentations, training content, business reviews and head a team of trainers and deputy managers to lead a customer service site.
I am a nice, friendly professional who finds gratification in problem solving and is fairly altruistic in his approach. I have a very steep learning curve and can easily multitask several responsibilities at once. I am quite excited to work with you and your customers/clients and am open to consulting for any additional Training & Development projects you need assistance with.