Direct Call Center Trainer
Facilitated on-site training to new and existing agent population on products, sales positioning, and CRM. Conducted agent quality call monitoring to provide constructive feedback and collaborate with call center supervisors to develop a personalized agent solution. Implemented standards and performance criteria to continually improve sales growth, productivity and quality.
- Collaborated with leadership in product and marketing to develop learning modules and sales tools for use in education sessions to both new and existing agents.
- Delivered training on the product portfolio, sales approach, sales platforms and phone systems.
- Maintained active involvement with call center leadership to monitor phone calls and provide constructive feedback to optimize performance per phone call.
- Conducted quality call monitoring to provide constructive feedback.
- Coordinated with multiple levels of the organization to ensure all training needs are being performed and met to a suitable standard in order to achieve goals.
- Chosen to lead in an initiative to develop a pilot program for a new team with responsibilities to increase placement and retention of product sales. Working from the ground up by assisting in the development of work flows, systems tests and test group feedback.