Paul Denver S.

 Provide best-in-class customer service and problem resolution to their queries over the voice based phone service. Listen attentively to customer needs and concerns; demonstrate empathy.  Support customers across Telecommunication and Financial Services to meet their requirements with first contact resolution.  Work in a 24x7 work environment; rotational /night shifts and no fixed weekly offs.  Probe for and confirm understanding of requirements or problem.

 Training delivery / facilitation, Setting of Training Expectations & Reports  Participation in Training Design & Training needs assessment, Meetings and Conferences  Studies client-specifics and updates. Information Dissemination and Escalation. Calibrates with Lead Trainers in creating module for operation needs, ensures well-planned classes and uses appropriate training methods.

 Builds and deploys courses in the online course authoring tool  Creates quizzes in Moodle program. Initiate and manage licensing and permission requests. Enhanced automation of results generation from Microsoft Outlook to Microsoft Excel VBA  Collect and deliver course elements to clients for deployment to operation access  Manages and tracks the configuring of multiple versions of each online course to meet accreditation and partner needs for productivity and performance

 Real-Time Coaching, Mentoring, Counseling, Floor Support, System Utilization, Attendance Management, Emails & Reports, Nesting Certification, Deliberation, Meetings, Conferences and Calibrations  Quality Assurance Feedback and Root Cause Analysis (RCA)  Provides immediate feedback and advice to guarantee overall performance to New Hires during the Nesting Period. Assist trainees during live calls in a real time manner

 Address customer concerns  Consult with customers about their product or service needs or their wants  Adheres to standard procedures in dealing with customers  Attends training conducted to know CSR responsibilities, tools, and proper department to contact for escalations