learning specialist Resume Examples

learning specialist

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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.

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

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

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.

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

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