ALWYN JEPHETH

• Ensure that all mandatory training programs are provided to all new joiners and regularly maintain the fresher's tracker database.

• Deliver training courses based on training needs as well as design training solutions for employees across a range of areas from product-related topics to business and skills- based training

• Deliver training for employees in consultation with functional heads, office coordinators, and back office employees for their learning and development needs.

• Help in producing and designing training outlines, materials, and plans.

• Plan and deliver the assigned internal training courses to employees.

• Develop self and maintain awareness and knowledge of contemporary learning and development theory, methods, and techniques.

• Maintain training records and share accurate information with respective stakeholders.

• Assign various training courses and examinations to new and existing employees through the Learning Management System (LMS) platform.

• Prepare necessary documents required to run the training/assessments, such as question banks, answer sheets, feedback forms, attendance sheets, etc.

• Monitor training sessions conducted by trainers to ensure they align with established standards and objectives.
• Provide mentorship and coaching to trainers, helping them improve their training techniques and methodologies.
• Develop and conduct training programs for new trainers, ensuring they are equipped with the necessary skills and knowledge to effectively deliver training to call center agents.
• Conduct regular performance evaluations and provide constructive feedback.
• Allocate training resources efficiently, including training materials, technology, and training rooms.
• Collect feedback from trainers on the effectiveness of training programs and any challenges faced during sessions.
• Collaborate with other departments, such as operations and quality assurance, to align training programs with organizational goals.

Training development:

• Conduct Training Need Analysis, plan and execute Refresher Training.
• Evaluation of learning effectiveness using Kirkpatrick’s Four Levels of Training Evaluation model, Learning styles and adult learning principles.
• Creation of online / e-learning content using tools such as Articulate Storyline, TalentLMS,etc.
• Creation of self- training videos using video editing software such as Adobe Premier Pro, Vyond etc.
• Development of learning support material including training manuals, training SOP’s & quick guides.
• Generate weekly and monthly performance reports of advisors and present it to Medcare clients and internal stake holders.
• Prepare Quality reports by monitoring agent’s calls to track performance and share feedback with all the agents.
• Real time monitoring to meet service level agreed with client and publish weekly rosters and AHT reports for the inbound agents on timely basis.

Soft skills Training

Was trained and certified to be an internal soft skills trainer.

Responsibilities included training new employees on Voice and Accent, Customer Service Skills, Sales techniques,Communication Skill, Call Handling skills.

Product training

• Training Agents on Booking appointments for patients calling for various specialty Doctors based on their medical health concern.
• Conduct tele-sales training for all agents, specifically focusing on ongoing Medcare promotions within branches such as dental, dermatology, and ophthalmology packages.
• Coordinated with Medcare clients across all branches and organized training and cross-trainings led learning enhancement classes to improve knowledge gaps and people skills for workplace success and advancement for better customer service.
• Training CSR in Handling patient’s enquires/Feedbacks and offering solutions. via calls and email on behalf of all the Medcare branches in Dubai and Sharjah.
• Supervising and floor support to agents on medical queries.
• Training CSR on Insurance coordinator about the packages covered and check the status of approval for any medical coverage.

New Entrant Training

• Training the new Hires for their new role on customer care, email etiquette and telephone etiquette and process knowledge
• Grooming, Monitoring & mentoring new advisors before they are allocated to the production floor.
• Product and process training about the company and the client
• Floor support and Post training analysis and inputs for improvisation.
• Have trained 20 batches of over 60 new hires employees with more than 90% throughput success rate

Customer Service:

• Providing voice support to customers for a leading bank in UK
• Appointment booking for customers with the Branch/Managers/Officers
• Co-ordination with other departments for Query Resolution
• Calculating interests, taxes and benefits for customers
• Providing OD facilities and other banking facilities to customers
• Helping customers to claim the money back for fraudulent transactions on their account
• Assisting customers in renew their credit cards management

Collections:

• Part of Collection & Recoveries for customers holding credit cards/Bank accounts for a leading bank in UK
• Enquiry of overdue/delayed payments for delinquency customers
• Multiple reminder/follow up calls for on-time payments for approaching due date
• Solutions provided to maintain the Credit file with Credit Bureau
• Arrangements of Payment plans with consideration of income & Expenditure
• Assistance provided for statement query/ late payment charges/monthly charges
• Performed mentoring for a training batch of 12 (On Job Training)