Batavia, New York, United States
A determined hard worker who is always looking for the next obstacle to overcome.
+ Identifying training and development needs within an organisation through job analysis and regular consultation with business managers and workforce management departments. + Designing and expanding training and development programs based on the needs of the organisation and the individual. + Working in a team to produce programs that are satisfactory to all relevant parties in an organisation, such as end user / entry level employees, floor supervisors and senior managers at board level. + Considering the costs of planned programs and keeping within budgets as assessing the return on investment of any training or development program is becoming increasingly important. + Developing effective induction programs. + Devising individual learning plans. + Producing training materials for in-house courses; + Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organisation. + Monitoring and reviewing the progress of trainees through questionnaires and discussions with managers. + Ensuring that statutory training requirements are met. + Evaluating training and development programs. + Emending and revising programs as necessary, in order to adapt to changes occurring in the work environment. + Helping line managers and trainers solve specific training problems, either on a one-to-one basis or in groups. + Keeping up to date with developments in training by reading relevant journals, going to meetings and attending relevant courses. + Having an understanding of e-learning techniques, and where relevant, being involved in the creation and/or delivery of e-learning packages.
Managing a team of 20 customer service representatives. Managing the day to day operations of the call center floor and maintaining a high service level to our clients.
+ Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet. + Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services. + Gather customer’s information and determine the issue by evaluating and analyzing the symptoms. + Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more. + Talking staff or clients through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues. + Accurately process and record call transactions using a computer and designated tracking software. + Stay current with system information, changes and updates.
+ Welcome customers, maintain knowledge and help them with the selection of merchandise. + Communicate information regarding product availability, ingredients and nutritional information. + Answer the telephone in a pleasant and caring way, addressing customer inquiries. + React to all concerns of customers quickly with a sense of importance. + Uphold predefined customer service standards. + Handle cash, change and operate the cash register. + Ensure stock levels on the sales floor are maintained continually. + Participate in counting store’s physical inventory. + Organize merchandise pricing, signage and coding. + Dispose of cardboard waste and trash. + Arrange & return shopping carts.
+ Tend telephone to take orders and handle customer call-backs regarding complaints or praise calls. + Tending the cash register and maintaining a correct balance. + Food preparation before the beginning of each shift, including: Shredding cheese, cutting vegetables, making dough. + Creating pizzas, calzones, hot & cold subs per order ticket specifications. + Tending, cleaning, and maintaining a 3 bay pizza brick oven.