Kelly Berlin

• Facilitator for third-party Telecom programs focused on sales, customer service, troubleshooting, order processing, and website navigation.
• Served as a facilitator and Subject Matter Expert for the majority of global programs including six separate lines of business for the AT&T client supporting both consumer and business clients.
• Assisted the Site Manager in the oversight of program Trainers to ensure adherence to all departmental processes and procedures.
• Successfully piloted and facilitated a curriculum designed to save 33% of new hire expenses for our FirstNet line of business.
• Audited client-created and maintained curricula and completed ticketing or feedback to Client Delivery for edits and updates.
• Leveraged ADDIE & and other industry models to evaluate, design, and fulfill all training requests.
• Communicated any training environment issues and collaborated with client SMEs for resolutions and approved workarounds.
• Collaborated to process improve and automate the majority of our training matrix and end-of-day reporting to save administrative time and allow stakeholders to have a real-time view of attendance, feedback, assessment scores, participation, compliance training completion, and other training KPIs and for agents to have feedback on what curricula items to review.
• Conducted Train-the-Trainer sessions for new trainers and Operations Senior Agents designated to train; conducted follow-up observations to ensure best practices, curricula adherence, and role adherence.
• Certified by the AT&T Client to conduct Leadership Training for their LOBs and also conducted internal leadership training across all LOBs.
• Successfully cross-trained an order processing group to also handle escalation calls and chats to ensure optimal utilization during product releases, which allowed the team to handle escalated call volumes without seasonally expanding the team.
• Assisted with training, programming, testing, troubleshooting, and initial onboarding of new hardware and software to incorporate biometrics into time-keeping for hourly employees to coincide with launch of UKG.
• Leveraged Camtasia to create several self-service and video learning opportunities including one for our Business-to-business sellers we support to initially submit orders via the B2B Portal.
• Collaborated with talent acquisition to give feedback on the initial onboarding process, pre-hire assessments, etc. to ensure candidate profiles met program needs.
• Piloted and conducted virtual training during the pandemic when traditional in-office teams were required to move to a WFH set-up.
• Our team trained over 800 CSRs from March 2020 - December 2020 with an 85%+ throughput rate.
• Partnered with client and Service Delivery to give feedback on initial training revamp.
• Updated internal Knowledge Base via WordPress.

See Previous...

• Facilitator for third-party Telecom programs focused on sales, customer service, troubleshooting, order processing, and website navigation.
• Facilitated New Hire Training for all supported lines of business (LOBs) including but not limited to Time Warner, AT&T, and Apple.
• Supported several onboarding initiatives for our internal on-shore and global vendor sites in Canada and the Philippines.
• Created technical Methods & Procedures (M&Ps) & SOP documents for order processing and departmental procedures.
• Completed Quarterly Business Reviews reporting specific to training and facilitated internal QBR reviews for assigned LOBs.
• Created and maintained assessments for all LOBs and leveraged gamification for reviews using resources including Microsoft Forms, Quia, Quizizz, Kahoot, etc.
• Created video modules leveraging Camtasia.
• Assisted in IEP implementation yielding a 15.4% increase in quality scores by the conclusion of the eight-week plan.
• Increased starting quality scores by 14% compared to previous classes for one account.

• Employed in multiple leadership roles from agent to training manager for third-party programs including pharmacological and consumer goods sales and customer service.
• Held responsibility for key program metrics including sales goals, contact handling time, quality, and training effectiveness.
• Trained more than 150 new hire employees on three programs over five years with a 90% retention rate within 120 days.
• Developed and delivered recursive training initiatives all of which met the scoped requirements and goals including suggestive selling techniques improving sales.
• Served as program 'expert' to resolve the representatives' questions and escalated calls.
• Trained new employee classes to meet program requirements.
• Trained tenured staff to meet or exceed program requirements.
• Composed and delivered Performance action plans and other training and development programs.
• Designed and delivered customer service and solution sales training for new hire classes.
• Served as a training consultant for other clients utilizing Siebel, including onboarding of Siebel systems at internal client locations for Jenny Craig, working directly with consultants and clients.
• Served as Siebel expert by conducting systems training, conduct system testing, and end-user focus groups when any changes or updates occur.
• Maintained all troubleshooting guidelines, sales, campaigns, and product information in the Online Training Manual utilizing Microsoft FrontPage.
• Prepared and distributed Quality Reports and Call Handling Efficiency Analysis.
• Compiled information to compose and deliver performance appraisals.
• Communicated proactively with necessary members of client services, management, internal colleagues, and client representatives.
• Initiated and tracked incentive program results.
• Motivate employees to achieve call handling, monitoring, proper use of time, and sales goals.
• Ensured quality goals were met or exceeded (call handle time, quality, and sales).
• Interviewed job applicants and made hiring recommendations.
• Delivered attendance warnings.
• Edited and approved timecards using Kronos.
• Managed mail processing for adverse event reporting for Bayer OTC.
• Assist in writing Standard Operating Procedures to ensure ISO Compliance.