Instructed customer service representatives on effective skills in wireless mobility troubleshooting, upgrades, installations, software product knowledge, and customer care, procedure adherence, and tools usage.
- Maintained virtual training rooms, ensuring rooms are equipped and set up as necessary to conduct classes, including, files, and audio/visual aids.
- Conducted hands-on labs, interactive role-plays, and Virtual Instructor-Led Training. Customized training materials as needed to ensure training meets the needs of specified on the job tasks.
- Met instructional learning objectives through delivery of course.
- Worked with internal and external business partners to assess customer service representatives to develop performance improvement plans for representatives that were struggling to meet their full set of job requirements.