Kadeem James

Experience

• 

  Cornwall Communication Ltd

  Sept 2005 - now

  Bill Collector

  Bill CollectionCustomer Service

• 

  EServices Group Inc.

  Apr 2007 - Nov 2010

  Customer Service Representative

  Reservation Sales - Delta AirlineOnline Customer SupportCustomer Service

• 

  Express Maintenance Services

  Nov 2010 - May 2013

  Automotive Aircondining Technician
• 

  ItelCX

  Apr 2014 - now

  Responsibilities/Functions:Design, develop, and deliver new training programs and initiatives for the business as well as overseeing the day to day responsibilities/activities of the training team.Coach/mentor trainersEnsure a smooth and efficient execution of duties to keep the business’s workforce at peak performance.Continuously improve training content, for example, outlines and presentations, agendas, associated materials, and so forth. Actively build the capabilities of business employees, placing focus on critical thinking, business fundamentals, and leadership.Fcilitates the training needs of on-going training programs on a continuous basis.Conduct Training Needs Analysis for the orgamization by meeting with the business’s leadership team in an effort to identify gaps and avail effective solutions that build on employee competencies within the business.Develop and deliver content to the departmental heads and management for the training curriculums at all levels of business.Develop, deliver, and evaluate training programs that improve performance of employees at all levels of the business and deliver overall business success. Establish unique strategic plans for each department that improve the skills of employees in each department in a more personalized manner.Conducts the tracking and reporting of the progress for all on-going training programs.Drive innovative training program development through the facilitation of online resources, training toolkits, and mentorship programs. Show less Quality Assurance for several accounts:• BMOT (Bahamas Ministry of Tourism)• BTC (Bahamas Telecommunication Company)• Flow (Sales)Reports  Created and completed Quality Weekly Business Review Reports for the following:• JPS (Jamaica Public Service Company Ltd)• BTC • Flow Sales• Monthly Reports (JPS, BTC, Flow Sales)Calibration • Attend/ Host bi-weekly Client/Operations/ Quality calibration sessions• Attended monthly department calibration session Coaching• Frequency - weekly • Techniques used – coaching to celebrate, coaching to self-identify, coaching to correct Show less

  • Training Site Lead

    Nov 2022 - now

  • Senior Training Manager

    Feb 2018 - Dec 2022

  • Trainer

    Nov 2016 - Feb 2018

  • Sr. Quality Analyst

    Apr 2014 - Nov 2016