Nelson D.

Experience

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  TeleTech

  Mar 2007 - Sept 2009

  Product Trainer

  Handled New Hire Classes for Sales (Online Orders), and Customer Service LOBsLed Nesting Classes and Performance DebriefsFacilitated Up-training and Cross-skill TrainingPlanned and Executed Training Initiatives to bridge gap in both classroom training and nesting - focusing on the Customer Satisfaction aspect

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  VXI Global Solutions, LLC

  Sept 2009 - Mar 2019

  Piloted new hire training ramp for Telco and Satellite TV programs that paved way to 400 FTEs in a span of 8 monthsManaged client certification based on Experiential Learning modelWorked hand-in-hand with Operations and Client Relations in delivering results on both Customer Satisfaction and Product Up-selling metricsSpearheaded training for incumbent agents on the implementation of Product Integrated Solutions - a tailor-fit approach to bundled servicesManaged the design and implementation of the Simulated Training platform for scenarios that will improve on VOC and Sales Show less Was sent to one of the US locations to pilot the new Bundles program and help accelerate performance and learning of the new hiresHandled New Hire and up-training classes for Sales Support and Inbound Sales LOBsHandled a number of Customer Care and Retention classes and up-trainingLed nesting classes and managed support personnel for an aligned support structure and to maximize off-the-phone times, ensuring consistency within the prescribed agendaTook over POC responsibilities for delegated tasks coordinating with different departments (Ops, WF, HR, Client, QA, etc), to strive better completion rate, in scheduling pending up-training, in gathering information for Ops performance managing, and in closing out knowledge gaps and calibrating gray areas, in creating training portals for easy access by reps Show less

  • Training Manager

    Feb 2016 - Mar 2019

  • Project Manager for Training

    Aug 2015 - Feb 2016

  • Training and Quality Manager

    Oct 2012 - Aug 2015

  • Training and Quality Supervisor

    Oct 2011 - Oct 2012

  • Training Specialist

    Sept 2009 - Sept 2011
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  Chevron

  Apr 2019 - now

  Training and Quality Specialist

  Launched the QA process for transaction monitoring of HR shared servicesStrengthened customer satisfaction through data-driven QA findingsProvides analytics in enhancing processes and for continuous improvement initiativesPiloting standard training delivery across the HR shared services organization