CV Profile No.40451

Experience in the following industries :

• Call centers, hotlines
• Education, training
• IT, software engineering, Internet
• Telecom

Professional experience

• Site Trainer
• Tek-Experts Nigeria
• Since 08.2018
•  I deliver courses in the areas of soft skills, basic work and technical skills, HR, Quality and security programs, general productivity, business tools, processes and orientation for new employees at Tek Experts  I provide refresher training, formal job-specific training and improvement sessions for current employees  I assess and identify training needs, plan and organize different sessions and training  I design and update training materials  I evaluate the effectiveness of delivered sessions and report delivered training to Global Training Head and or Site Training Manager  I communicate with Managers, Coaches, Team Leads, Team Trainers, Mentors and team members regarding training initiatives as well as drive knowledge share within the site teams  I document initial and updated information in training department’s official information repositories including Learning Management System (LMS), TalentWize, SharePoint and other tools and systems as assigned  I assist and support employees in the development for each position  I coordinate the delivery of external training courses  I create an engaged workforce that lives the Tek values and delivers great service to clients

• Senior Trainer / Skill Developer
• iSONBPO International
• 09.2015 - 07.2018
•  I coordinated training, developed Instructional contents and facilitated Soft Skills in Customer Service, Human Capital Development and Telecommunications.  I supported and trained Enterprise Business sales, Customer relationships and retention.  I coordinated end-to-end training cycle, induction, evaluation and budding sessions in MTN Nigeria Contact Centers while also developing a systemic evaluation system to gauge training efficacy and experience.  I designed processes and facilitated Train the Trainer (TTT), New Hire Induction Training and On the Job Training OJT sessions across ISON BPO operations in Africa for the MTN process  I worked with HR & other department to achieve staffing objectives by recruiting and evaluating job candidates through interviews, advising managers and managing intern programs. Building and maintaining applicant’s database and closing process by running qualification analysis as well as verifying references and background checks.  I designed knowledge management and managed training data base for all Nigerian operations for ISON BPO (MTN process) Skills Development Unit  I worked with other departments and external clients to review staff performance and identify training needs, developing and implement same while maintaining quality management and solutions.

• Operations & Workforce Management Supervisor / Trainer
• Communication Network Support Services Limited (CNSSL) Nigeria
• 03.2012 - 08.2015
•  I oversaw the entire service quality matrix to meet company’s standards on service level, customer satisfaction, process improvement, documentation and knowledge management from internal and external standpoint.  I planned staffing, shift patterns, break distribution, work evaluation as well as leaves and holidays for online agents and support staff while maintaining a log for same.  I reviewed SLA snapshots and notified management of status through daily and monthly reports while developing continuous process and documentation improvement to meet both customer and staff satisfaction.  I managed 4 platinum and 3 gold teams of 150 customer care professionals consisting 13 team leaders, 9 Work Force Management/Management Information Systems (WFM/MIS) and 128 CCRs. I was responsible for their training, functions, discipline and appraisals.  I conducted and analyzed customer satisfaction survey to identify training and leaning objectives of customer care representatives while supporting quick and effective resolve of complex customer complaints and inquires to maintain quality controls, disciplinary and coaching records.  I planned training & executions for MTN Nigeria & PVTI (Premier Vocational Training Institute) Nigeria

• Contact Centre Agent / Training Generalist
• Communication Network Support Services Limited (CNSSL) Nigeria
• 06.2010 - 02.2012
•  I managed MTN customers and their data by effectively verifying, trouble shooting and resolving customer queries.  I also provided support to other teams/unit and management in the form of reports  I planned trainings and executed same for MTN Nigeria new hires and also On-the-Job training.  I created training materials like name tags, workbooks, training schedules and liaised with internal and external vendors to provide training materials, administered and analyzed training evaluation, ensured that training venues were conducive and all training correspondences were sent and acknowledged.  I prepared and sorted for approval training expenses and reported same to the HRM.  I updated and maintained training calendars.