Lourdes Osbourne Clarence Lever
Hyderabad
Summary
To be recognized as an efficient & competent individual with good interpersonal skills and be a part of an organization that provides a platform for me to learn and incorporate new methods and ideas to improve my skills and perform beyond expectations.
Dynamic leader with extensive experience at [24]7.ai, excelling in training and development, and customer relationship management. Leveraged analytical thinking and exceptional communication to enhance training programs, achieving significant improvements in agent performance. Skilled in project management and employee development, coaching and feedback consistently driving operational efficiency and excellence.
Banking
• Operations Agent for one of the top Banks in the United States
• Promoted to a Communication Coach within 1 year.
• Created a chat flow for a better customer experience
• Worked with BQ's and MQ's to ensure performance metrics are met
• Promoted to a Process Trainer
• Well versed with Checking, Savings and Credit card accounts
Mobile Wallets
• Certified Trainer
• Trained New Hires
• BQ & MQ support to drive performance to ensure performance metrics are met
Retail-E commerce
• Certified Trainer on the one of the largest online electronic store across the United States of America
•Conceived, designed and implemented the ‘Floor Support Communication & Soft skills Enhancement Program’ as a core team member
•Lead the knowledge transfer process for a the peak season and also trained the new hires on the process
•BQ & MQ support post peak on the floor
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Manager
[24]7.ai
Hyderabad
03.2024 - Current
- Organized and coordinated training sessions for new employees.
- Developed training materials, including manuals, guides, and job aids.
- Conducted assessments to determine skill gaps of existing agents.
- Identified areas of improvement in existing training methods and procedures.
- Collaborated with department heads to design effective learning strategies that support program goals.
- Analyzed data to evaluate effectiveness of current training program offerings.
- Evaluated facilitator performance during classes and provided coaching and feedback.
- Facilitated workshops for groups or individuals on topics related to professional development.
- Scheduled meetings with stakeholders to discuss future learning needs.
- Coordinated with program managers to identify skill or knowledge gaps and implement training needs.
- Implemented training improvements to achieve desired results.
- Produced reports and maintained training documents to support training activities.
- Roleplayed various scenarios with teams to build confidence in handling situations.
Senior Universal Trainer
[24]7.ai
Hyderabad
08.2022 - 02.2024
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orient new agents about company policies and procedures and program training.
- Provided feedback on employee performance based on observed results during training sessions.
- Received training and certification from one of the American multinational consumer electronics retailers to facilitate New Hire Training, explain product and process functions of the business, and guide product selection by customers, and provide pre- and post-sales support to their customers.
- Reduced AHT with the creation of Smart Scripts to improve customer experience and NPS.
- Post NH training, supported operations to drive performance and provided coaching and feedback to the middle quartile and bottom quartile.
- Handled a team of 6 trainers for NH training during peak season.
Universal Trainer
[24]7.ai
Hyderabad
01.2018 - 07.2022
- Conducted onboarding sessions to orientate new staff members about company policies and procedures and program training
- Provided feedback on employee performance based on observed results during training sessions.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
Process Trainer
[24]7.ai
Hyderabad
04.2017 - 12.2017
- Developed and implemented training programs for new process employees.
- Analyzed existing processes and developed plans for improvement based on best practices.
- Facilitated group discussions with trainees to ensure comprehension of process objectives.
- Provided feedback to agents regarding performance in relation to the processes being trained.
- Maintained accurate records of all process training activities including attendance and evaluation results.
- Monitored trainee progress throughout the course of their program and provided additional support as needed.
Communication Coach
[24]7.ai
Hyderabad
10.2016 - 03.2017
- Created individualized training sessions tailored to the needs of the program.
- Provided feedback to agents on their verbal and nonverbal communication techniques.
- Assisted agents in understanding the different communication styles used in various contexts.
- Advised agents on how to effectively handle difficult conversations with colleagues or customers.
- Analyzed customer feedback surveys to understand how employees are communicating with customers.
Digital Interactive Executive
[24]7.ai
Hyderabad
01.2016 - 09.2016
- Worked as an agent to answer and resolve customer queries on their credit card account problems, improve customer experience, and provide exceptional customer service.
- Assisted customers via chat with questions related to the check-in and savings account.
Digital Interactive Advisor
[24]7.ai
Hyderabad
05.2015 - 12.2015
- Worked as an agent to answer and resolve customer questions on their financial accounts (Checking & Savings Account), improve customer experience, and provide exceptional customer service.
Education
Bachelor of Arts - English
DR CV Raman University
Secunderabad07-2014
Diploma - Mechanical Engineering
Loyola Polytechnic (YSRR)
Pulivendula06-2011
High School Diploma -
ST Francis De Sales High School
Secunderabad06-2007
Skills
- Task Delegation
- Product and service knowledge
- Agent Performance Evaluations
- Trainer performance evaluations
- Feedback and Coaching
- Process Improvement
- Project Planning
- Employee Development
- Customer Service
- Analytical Thinking
- Problem-solving abilities
- Goal Setting
- Interpersonal Skills
- Excellent Communication
- Adaptability and Flexibility
- Reporting and documenting
- Managing Operations and Efficiency
- Idea Development and Brainstorming
- Performance Evaluations
- Vendor Management
- Team Development
- Project Management
- Customer Relationship Management
- Multitasking
- Training and Development
Affiliations
- Music ( Part time DJ)
- Movies & Webseries (Criminal & Suspence)
- Adventure (Long Drives)
Accomplishments
- Best Trainer
- Multiple Awards from Learning & Development
- Client Appreciation
Certification
- Advanced Power BI Master Class
- Data Analysis using AI
- Advanced Excel & Power Point
Languages
English
First Language
English
Upper Intermediate (B2)
B2
Telugu
Elementary (A2)
A2
Hindi
Intermediate (B1)
B1
Timeline
Assistant Manager
[24]7.ai
03.2024 - Current
Senior Universal Trainer
[24]7.ai
08.2022 - 02.2024
Universal Trainer
[24]7.ai
01.2018 - 07.2022
Process Trainer
[24]7.ai
04.2017 - 12.2017
Communication Coach
[24]7.ai
10.2016 - 03.2017
Digital Interactive Executive
[24]7.ai
01.2016 - 09.2016
Digital Interactive Advisor
[24]7.ai
05.2015 - 12.2015
- Advanced Power BI Master Class
- Data Analysis using AI
- Advanced Excel & Power Point
Bachelor of Arts - English
DR CV Raman University
Diploma - Mechanical Engineering
Loyola Polytechnic (YSRR)
High School Diploma -
ST Francis De Sales High School
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