Skills and Abilities: Extensive background in employee training for Technical Support and Customer Service. Worked with home based offshore advisors focusing on skills development making sure that everyone is meeting the campaign's set goals. Works under minimal supervision and has the ability to thrive in stressful environments. Effectively manages work load through prioritization, balancing strategy, tactic, and execution. Evaluates the effectiveness of each advisors and direct them towards their goal through effective coaching. Adept in conflict resolution, problem solving, and change management. Works under minimal supervision, even under pressure. Highly motivated, passionate, and driven. Conduct call evaluations and coaching sessions to ensure that Apple Advisors adhere to the program’s current processes and reach their operational goals. Analyzes data based on KPI trends related to behaviors found on evaluations to be presented to stakeholders. Facilitates New Hire Training for both repair and retention and ensure participants’ understanding of the subject. Manages a class of 15-20 participants and making sure that everyone is being coached regularly to improve performance. Identify the challenges of each individual and making sure to come up with a strategic solution to drive individual and team performance and exceed expectations of both internal and external customers. Coordinates with various function groups such as Quality, Work Force, Reporting, Human Resources, and Operations to ensure seamless process and best learning Experience. Identify gaps through analysis and implement solution to improve business performance. Created training materials.