Customer Service Trainer Learning & Development
AIR ARABIA Airline
Being a member of the learning and development team below are some of my main accountabilities:
•Develop contents and design training programs based on the requirements of different departments.
•Deliver training ensuring that staff is motivated and encouraged to exceed customer expectations
•Design and Implement training systems and processes (soft skills), to achieve customer defined metrics and devise methods to improve training design & delivery.
•Manage constant liaison with all departments to ensure that all the training requirements are being dealt with.
•Coach the staff at the place of work.
•Working with the customer service training manager to continually monitor, and assess training materials ensuring that all changes in policy, operational requirements and legislation are incorporated in the training to ensure compliance at all times.
•Ensure that all training is conducted to the highest levels ensuring security, safety and service standards are provided by all departments.
•Provide accurate and comprehensive reporting as required.
•Communicate with the relevant line managers to ensure maximum staff attendance for training at all times.
•Monitor and take action as required to ensure all staff while on duty perform their duties strictly in accordance with company policy, procedure and perform as they have been trained.
•Below are some of the training programs that i have designed and successfully delivered:
1.Basic customer service for cabin crew and Sharjah airport staff
2.Level II (Aligned with the requirements of Level 2 NVQ certificate in customer service -City&Guilds)
4.Basic selling techniques
5.Complaint handling for call center agents
6.Emotional intelligence at work
8.Leadership and management
9.Special Assistance Team training