Process Training & Team Development (Apple Inc and Orange UK)

In my tenure as a Lead Process Trainer at IBM Philippines, I played a pivotal role in the learning and development of new-hire agents, ensuring they were well-equipped with the knowledge and skills necessary for their roles. My responsibilities were multifaceted, focusing on delivering high-quality training, providing constructive feedback, and fostering a supportive learning environment.

Training Delivery: Facilitated client-mandated training modules, effectively communicating complex information and ensuring new-hire agents understood and could apply their knowledge in practical settings.

Coaching and Feedback: Provided timely coaching and feedback to agents during product training, highlighting their strengths and identifying areas for improvement to enhance their performance.

Supervision and Support: Supervised new-hire agents during their soft-production or learning lab period, offering guidance and support as they transitioned into their roles.

Training Delivery: Facilitated client-mandated training modules, effectively communicating complex information and ensuring new-hire agents understood and could apply their knowledge in practical settings.

Coaching and Feedback: Provided timely coaching and feedback to agents during product training, highlighting their strengths and identifying areas for improvement to enhance their performance.

Supervision and Support: Supervised new-hire agents during their soft-production or learning lab period, offering guidance and support as they transitioned into their roles.

Communication Skills Assessment: Assessed agents' communication skills, providing detailed feedback on their progress and areas for improvement, contributing to their overall development.

Performance Reporting: Prepared performance reports and other ad-hoc reports as assigned by my immediate manager, ensuring accurate tracking of agent progress and training effectiveness.

SOP Development: Created and regularly updated Standard Operating Procedures (SOPs), ensuring training and operational processes remained efficient and up-to-date.

Continuing Education: Conducted Continuing Education modules for tenured agents, reinforcing skills and introducing new concepts to support ongoing professional growth.

Integrated Delivery Module Execution: Implemented the Integrated Delivery Module, incorporating Voice & Accent training during product training sessions to embed effective communication skills among learners.

This role allowed me to significantly contribute to the professional growth and development of IBM Philippines' workforce, enhancing their capabilities and ensuring they delivered exceptional service in their respective roles.