Henry Hart

Responsible for managing the development and delivery of training materials across multiple lines of business. Training tier 1 and tier 2 support professionals who provide Customer Service and Hardware/Software troubleshooting. Partnering with Talent Acquisition, Operations, and Quality to develop training programs that drive improved performance and achieve business results. Collaborated with the curriculum development team to create and maintain updated training materials that encompass the effective communication, and technical/management skills required to deliver exceptional customer service at a client-partnership level. Provide consistent leadership to the site training team, and build positive relationships with the Senior Leader.
• Successfully ramped multiple lines of businesses and continue to maintain positive relationship with internal and client L&D team.
Responsible for the onboarding/new hire training for all levels of support for multiple clients.
Delivery and facilitation of all required training materials, and knowledge assessments.
o Measuring of learners’ growth and development, both in class, and throughout their employment.
o Managing of in class staff.
§ Including performance management, attendance, etc.
• Providing ongoing product/tool training.
Maintain a detailed understanding of changes to client products and tools.
Develop appropriate training materials to deliver this content to existing staff.
• Assisting the Operations team in analyzing the group and individual performance of existing staff.
Review performance to detect performance trends and/or potential gaps in knowledge.
Develop appropriate training materials and delivery methods/schedules to provide recursive training to address performance. Measuring training results to determine effectiveness.

Specialize in training and developing customer service skills among a company's employees. The primary role is to conduct training sessions, workshops, and seminars that focus on improving customer service skills. The main goal is to improve the quality of customer interactions and ensure customer satisfaction.
Work with all levels of employees, from entry-level customer service representatives to managers, and executives. Additionally, develop training materials, create interactive activities, and use real-life scenarios to teach employees how to handle various customer situations. Also, evaluate the effectiveness of the training programs, and make improvements as needed.
Skills needed for this role include, but are certainly not limited to, excellent communication and presentation skills, the ability to create engaging training materials, and a deep understanding of customer service principles.

• - Develop and maintain a knowledge base: Create, update, and organize guides, FAQs, and other relevant materials within Ready Reference.
  - Content Management: Review and edit existing knowledge base articles for accuracy, clarity, and relevance. Ensure all information is up to date and aligned with company policies and procedures.
  - Research and gather information: Collaborate with Client Services and Customer Support Teams to gather accurate information, and identify knowledge gaps that need to be addressed.
  - Quality assurance: Conduct regular audits and reviews of knowledge base content to ensure accuracy, consistency, and adherence to established guidelines. Identify and resolve any content or formatting errors.
  - User feedback and analytics: Collect and analyze user feedback on knowledge base content to identify areas for improvement. Collaboration and communication: Work closely with cross-functional teams, including contact center agents, trainers, content creators, and IT personnel, to gather input, share knowledge, and ensure alignment with organizational goals.

• Managed the development and launch of a new line of business. Supervising tier 1 and support professionals who provide customer service. Collaborate with all stakeholders to create and maintain quality that encompasses effective communication and call management skills required to deliver exceptional customer service. Provide consistent leadership to staff and peers to help build positive relationships.
  Manage workload through strong decision-making, effective time management, and prioritization of assigned tasks.
  • Flex between a variety of communication tools and methods (e.g., email, phone, instant message/chat, virtual video conference, or in-person meetings).
  • Collaborate with peers, senior leadership, and key partners to drive team success. • Maintain a positive attitude while managing in a fast-paced, fluid environment. • Be a change champion!
  Review contact center statistics, and follow up as needed per established procedures; coach contact center staff to improve call quality, and to enforce client policies.
  Run weekly QA reports for agents, along with validating and approving weekly timesheets.
  • Analyze quality Excel reports and utilize results for quality improvement areas for representatives to assure service levels are exceeded.
  • Plan, schedule, and execute team meetings for quality improvement Assist representatives in setting monthly goals.
  • Review monthly goals with each representative.

• Work with supervisors and clients to develop team goals and delegate tasks to the appropriate agents. • Develop team schedules and assist in the successful onboarding and training of new agents. • Create and communicate a clear list of expectations and goals for agents to follow. • Offer emotional support to agents and make people feel valued. • Maintain frequent communication to offer encouragement, amend tasks, and provide updates on goals. • Implement routines and incentives to keep the team motivated and focused on their daily tasks and project goals. • Provide feedback on employee performance, address weaknesses or inefficiencies, and offer support to improve skill gaps. • Nurture collaboration among team members. • Write project reports as necessary. • Reward team members for their continued efforts and celebrate accomplishments. • Coordinate with clients in scheduling training, creating project documentation, and project initiatives.

• Process escalations in a timely manner to meet SLA, while working with Client Services to ensure prompt and direct feedback. Assist with supervisor calls to help de-escalate callers and address the concerns. Provide guidance and assistance to front-line agents to help better address similar situations. As well as providing feedback and useful tips to help agents grow and build confidence.

• Assist callers by utilizing the resources provided, or escalate for further research. Provide callbacks to callers with answers to their inquiries. Received and accepted regular feedback on areas of improvement, if any. Followed the schedule to ensure optimal queue coverage.