● Trained over 300 new agents across 16 batches, each consisting of 20 newcomers. Delivered comprehensive training programs spanning 5 sessions per batch (Monday to Friday), focusing on onboarding, company policies, and hands-on use of tools such as Salesforce, Genesis, Fuse, GreyHR, QA Tool, Mioot, AMS, ServiceNow, ITf1, and Bolt.
● Designed and implemented comprehensive onboarding processes, including attendance tracking, training assessments, and administering re-tests to ensure new hires' understanding and readiness.
● Regularly updated training content and modules to align with organizational goals, improving training effectiveness and knowledge retention.
● Conducted performance assessments for new and existing agents, tracking pre- and post-training results to measure knowledge improvement and identify skill gaps.
● Led training initiatives for offshore teams, including creating training materials and facilitating knowledge transfer for agents in Egypt, ensuring operational consistency across locations.
● Selected as lead trainer for a transitional initiative, training offshore agents and monitoring behavior to ensure smooth operational handover from UAE to Egypt.
● Managed Verify360 processes for new joiners, ensuring compliance and data accuracy during onboarding procedures.
● Acted as a backup for multiple roles, including Team Leader, Subject Matter Expert (SME), and Quality Analyst (QA), demonstrating versatility and reliability in team operations.
● Scheduled to travel to Egypt for a global training initiative, contributing to the organization’s strategy for workforce development.
