I've worked as a Trainer and Coach with more than 15 years’ experience living and working in Australia, Philippines, Ireland, England, Luxembourg, Costa Rica, USA and Slovakia.
My key focus area has primarily been training call centre staff for companies such as Amazon (USA/EU), Walmart (USA), T-Mobile (UK), ASDA (UK), iiNet (Philippines/Australia), Ongame Network (Sweden), EE Mobile (UK) and 10X Investments (SA).
I’ve specialized in training
Customer service, inbound and outbound calls
Customer support, inbound and outbound calls
Call handling
Managing your calls AHT
Call productivity
Internet Technical support, inbound and outbound calls
Role Successes
Launched the technical training department for the iiNet Call Center (Australia's Largest ISP)
Launched the FTTH (Fibre to the Home) technical support helpdesk to assist with new fibre customers of iiNet
Developed the technical training curriculum to support the business and operational requirements for Home and Mobile internet
Designed the technical training customer support process for field technicians
Developed 4 technical trainers for the other contact centres in Australia and The Philippines
I believe my global experience in call centre training and coaching, will add value to the role and my people development skills will definitely help with the overall growth of the organization.