Job Summary:

• Plan, organize and conduct training programs for Customer Service Associate.
• Collect the feedback
• Follow the improvement fields of agents after each training session such as Exit Ticket, Handout, and Checklist.
• Write material for new training programs such as reviewing, evaluating and modifying existing and propose programs and recommend appropriate changes.
• Conduct quality monitors and assist with new hire feedback.
• Schedule the appropriate classroom and prepare the physical setup.
• Conduct skills, technical, management and staff development training courses.
• Evaluate needs and develop new training materials and/or revise current material utilizing corporate standards to ensure the branches' training needs are met.
• Keep all proprietary information of the company and provide accounts confidential.
• Identifies resources that will help trainees with personal development and growth (e.g., books, workshops, training tools, professional networking, etc.)
• Meets the targets set by the Company, as published in its internal documentation

Skills on Resume: 

• Training Program Development (Hard Skills)
• Feedback Collection (Soft Skills)
• Quality Monitoring (Hard Skills)
• Classroom Management (Hard Skills)
• Needs Assessment (Hard Skills)
• Confidentiality Management (Soft Skills)
• Resource Identification (Soft Skills)
• Goal Orientation (Soft Skills)

Job Summary:

• Deliver customer experience training to new employees during orientation.
• Present new customer experience concepts to staff on a regular basis through in-person sessions at corporate and field offices.
• Provide regular reinforcement of concepts through email communication, signage, and in-office visits.
• Manage the monthly recognition program that rewards employees for demonstrating key cultural elements of good customer service.
• Coordinate employee events, including picnics, company anniversary celebrations, and the annual holiday party (with support from The Urology Group’s external marketing agency).
• Distribute patient feedback and satisfaction survey data to managers
• Help facilitate requests for marketing materials to The Urology Group’s external marketing agency.
• Handle one-off internal communication projects
• Recruit employee volunteers for the annual charity race committee and possibly manage some internal communications regarding the event. 
• Responsible for planning employee holiday party, with heavy logistical support from the external marketing agency.
• Integrates a culture of continuous improvement in all areas of business operations
• Promote the culture, values, and mission of Paysafe

Skills on Resume:  

• Training and Development (Soft Skills)
• Presentation Skills (Soft Skills)
• Communication (Soft Skills)
• Event Coordination (Hard Skills)
• Data Analysis (Hard Skills)
• Project Management (Hard Skills)
• Volunteer Recruitment (Soft Skills)
• Cultural Advocacy (Soft Skills)

Job Summary:

• Provides primary training of new customer service representatives. 
• Develops structured training programs for new and existing staff.
• Continues training for existing customer service staff. 
• Updates procedures and conducts training sessions on new products.
• Assists with the development of procedures, tools, and system enhancements for clients to ensure production standards are met and maximized.
• Maintains communication with staff and other departments to ensure necessary workflow. 
• Assists with the ongoing development of the LTCG Administrative System for related areas.
• Review and update policies and procedures
• Assists Supervisor/Manager with quality assurance monitoring. 
• Offers feedback for staff improvement.
• Develops and oversees client surveys.

Skills on Resume: 

• Training Program Development (Hard Skills)
• Procedure Documentation (Hard Skills)
• Quality Assurance Monitoring (Hard Skills)
• Client Survey Design (Hard Skills)
• Effective Communication (Soft Skills)
• Feedback Delivery (Soft Skills)
• Collaboration with Teams (Soft Skills)
• Continuous Improvement Mindset (Soft Skills)

Job Summary:

• Work closely with new joiners and experienced colleagues in the customer service team across different markets
• Create and facilitate onboarding, product training and communication sessions
• Motivate trainees to a healthy balance between performance and quality
• Enrol concepts and methodologies to develop a sustainable learning experience
• Break down complex processes and product features in an accessible way
• Find new tools and methods to ensure continuous learning possibilities with the help of LMS
• Make the customer service team a great place to work and develop for every level
• Distribute patient satisfaction survey data.
• Manage the internal escalation process for any negative patient comments left on public websites. 
• Identifies comments that require escalation and the internal communications manager will ensure follow-up happens.

Skills on Resume: 

• Onboarding Facilitation (Hard Skills)
• Training Development (Hard Skills)
• Motivational Leadership (Soft Skills)
• Learning Methodologies (Hard Skills)
• Process Simplification (Hard Skills)
• Continuous Learning Initiatives (Hard Skills)
• Team Culture Enhancement (Soft Skills)
• Customer Feedback Management (Hard Skills)

Job Summary:

• Develop new hire training plans to ensure success for new employees
• Train new customer service employees on all systems, processes, procedures and technology along with business etiquette, soft skills and customer service standards
• Act as a subject matter and technical expert on company policies, procedures and tools
• Support escalations and complicated issues may be asked for more direct support interactions during exceptionally high-volume peaks
• Responsible for creating an effective and professional adult learning environment for training programs
• Maintain familiarity with industry trends and create learning modules in a variety of formats including audio, video, simulations, role plays, gamification, etc.
• Conduct ongoing needs assessments for department staff and adjust training content to meet individual needs while ensuring adherence to established company and regulatory guidelines
• Work with internal subject matter experts and 3rd party vendors to design and develop training material, instructional objectives, lesson plans and training schedules
• Monitor inbound and outbound calls within the customer service center to ensure service levels meet all quality assurance standards and KPIs
• Provide ongoing feedback and coaching to all customer service staff and conduct compliance audits to continuously evaluate quality, accuracy and adherence to standards and procedures

Skills on Resume: 

• Training Development (Hard Skills)
• Technical Proficiency (Hard Skills)
• Customer Service Expertise (Soft Skills)
• Facilitation Skills (Soft Skills)
• Needs Assessment (Hard Skills)
• Collaboration Skills (Soft Skills)
• Quality Assurance (Hard Skills)
• Coaching and Feedback (Soft Skills)

Job Summary:

• Conduct new hire orientations for store associates to ensure they have knowledge of customer service policies and standards
• Leads regular training sessions in customer service activities, processes and procedures for all store associates
• Provide an advanced level of customer service insight to store management
• Partners with store management in the modification of store processes and procedures to ensure optimal focus on customer service
• Respond to escalated customer issues or questions, provide solutions to customer complaints and partner with management when necessary
• Provide support to the registry business by providing assistance to customers in setting up their registries and selecting merchandise
• Assist customers by offering a Baby order when merchandise is out of stock or not carried in the store
• Perform additional duties including stocking, freight processing, price changes and cart retrieval
• Partner with the customer service leadership team to establish and monitor performance metrics and goals along with identifying and deploying training or continuous improvement projects to support a high-performing and evolving organization
• Assess unmet or new needs of the CSR’s and leadership team to develop new training solutions that can be integrated into existing training plans
• Understand and optimize training systems, processes and workflows

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Training and Development (Hard Skills)
• Conflict Resolution (Soft Skills)
• Process Improvement (Hard Skills)
• Merchandising Support (Hard Skills)
• Performance Metrics (Hard Skills)
• Needs Assessment (Hard Skills)
• Workflow Optimization (Hard Skills)

Job Summary:

• Creates a positive learning environment by providing clear, specific, timely, and respectful mentoring, coaching, and feedback to team leaders and operational managers, to ensure operational excellence and to improve mentees' performance
• Continuously optimizes the induction training program
• Takes care of all the training needs of the department by building and facilitating tailored training programs across functions
• Maintains continuously updated and enriched internal training space
• Researches and implements different training tools and techniques, focused on engagement in learning and improvement, as well as learning outcomes effectiveness
• Provides continuous training and post-training support, guidance, and feedback to trainees
• Share experience and expertise as appropriate
• Acts as a sounding board for ideas and action plans
• Helps trainees understand when things do not go as planned
• Offers encouragement and support to try new things

Skills on Resume: 

• Mentoring and Coaching (Soft Skills)
• Training Program Development (Hard Skills)
• Engagement Strategies (Hard Skills)
• Facilitation Skills (Soft Skills)
• Performance Management (Hard Skills)
• Adaptability (Soft Skills)
• Communication Skills (Soft Skills)
• Supportive Leadership (Soft Skills)