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1

learning specialist/associate trainer

  • Evaluate new hires’ English proficiency and train them to become competent Fraud Analyst Agents.
  • Observe and evaluate the performance of new Trainers.
  • Track and ensure employees are updated and adhering to the compliance policies.
  • Collect and send data to onshore clients, and attend weekly phone conferences.
2

learning specialist

  • Promoted the growth of the training department from 1 person to 12 
  • Oversaw the onboarding of coaches, managers, directors, and other senior management
  • Designed, developed, and implemented over 10 major training initiatives including onboarding, product, technical, and customer service courses 
  • Created troubleshooting guides and job aides and authored internal knowledgebase articles
  • Conducted needs analysis 
  • Managed on-the-job-training and transition of trainees into production, delivering constructive feedback to address knowledge, skill, and performance gaps
  • Shackleton Award Winner – awarded to top employees in company for outstanding achievement
3

learning specialist/coach

  • Facilitate training modules to new hires and tenures employees
  • educate and demonstrate how to utilize the provided systems and programs for multiple lines of business
  • conduct a classroom environment
  • create and follow action plans to improve and maintain performance
  • Monitor random calls to improve quality, minimize errors.
  •  Record of all call information and agent performance statistics
  • control and de-escalate any work place issues
4

learning specialist

  • Manage the entire technical training domain at HTS. 
  • Partner with the business in understanding their training needs and facilitate delivering the annual training plan.
  • Act as a catalyst and enable the business to adapt E-Learning wherever applicable thereby reducing the dependency on classroom training’s. 
  • Publish learning reports which enables the business to make decisions in terms of  budget management, learning history, learner attendance, feedback etc.
  • Build systems and process within the learning team thereby enabling automation and reducing manual intervention.
5

learning specialist/ corporate trainer

  • Work cross-functionally across COE/ BPOs to improve COSs/CSRs learning experience and knowledge of internal and external tools and products
  • Support trainees on the job, ensure that learning translates to performance, and evaluate learning and use evaluation and feedback to improve learning and/or develop additional material
  • Modify training programs, as necessary, to ensure consistency with Uber culture; quality standards; and local context
  • conduct and participate in staff and team meetings weekly