Saint Andrew, Jamaica
15+ years experience in the BPO industry- Learning and Development, Operations Management, Customer Service, Technical Support- Email, Chat, Voice and Work From Home. Marketing Admin with Social Media Management, Graphics and Content Creation experience.
Social media management and email marketing. Conceptualized and created artwork based on digital marketing strategies. Photograph events for social media promotion. Created training and upskilling content (infographics, Doodly and other career related videos, etc) for the various GSS platforms such as the GSS Talent Hub including voiceovers. Administrative duties including budgeting, event management, streaming for GSS related events (Talent Acquisition, Graduations and Networking events) and other tasks required by the Talent Platform Manager. Aid talent development specialists in the conducting of frequent research and analysis of basic data, while coordinating activities that will support these objectives. Build relationships with internal GSS hiring leaders to fully understand their needs for their sectors. Executive Calendaring and Meeting Management (Scheduling, Minute Taking, etc)
Order Taking Team Manager
Participate in calibration and operational team meetings to ensure understanding of key performance, quality, and business drivers. Attend quarterly and monthly training reviews with client to understand new initiatives and develop plans for delivering and reporting these initiatives to the LOBs. Partner with operations to identify and address opportunities for growth in key metrics and business drivers. Work with trainers in all lines of business to develop ad-hoc curriculum and documentation to address hot-button issues and site deficiencies. Monitor and report to operations about ongoing proficiencies and customer satisfaction of new advisors transitioning from training to production. Conduct training needs and gap analysis to improve performance and ensure continues improvement. Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling; coordinate, plan, and assign work for staff in accordance with the organization’s policies and procedures.
Facilitates training for employees on all aspects of client projects (new hire, progression and enhancement training). Develops curriculum to support classroom training and alternative training. Provides feedback on existing curriculum for training improvements. Analyze course materials and learner information. Learning Management System (LMS) administrator (Microsoft and Xbox) Demonstrate effective sales & communication skills, presentation skills, effective questioning skills and techniques. Respond appropriately to learners needs for clarification or feedback.