Lau

Trainer / Training Facilitator

Global Success Consulting • Temps plein

Oct 2022 - Jul 2024 • 1 yr 9 mos

Worked as a corporate trainer and training facilitator, delivering training programs, presentations and learning sessions for customer service and sales teams. • Facilitated groups of 20–25 participants, occasionally up to 50 • Delivered presentations and explained processes, procedures and performance expectations clearly • Adapted training methods to different learning needs • Evaluated understanding and provided constructive feedback • Supported onboarding and employee development • Prepared training materials, documents and presentations • Developed employees' communication, customer service and sales skills • Occasionally assumed supervisory responsibilities for teams of 20–30 employees Developed strong skills in public speaking, facilitation, education, presentation, leadership and audience engagement.

Quality Supervisor / Quality Analyst

OneLink • Temps plein

Jan 2020 - Aug 2022 • 2 yrs 7 mos

Monitored and evaluated the quality of customer service interactions for a high-volume contact center operation, ensuring compliance with established quality standards and processes. • Reviewed and evaluated customer service calls and interactions • Monitored agent performance and identified areas for improvement • Provided constructive feedback and coaching to team members • Followed quality standards, procedures and performance guidelines • Identified recurring issues and opportunities to improve service quality • Prepared and reviewed quality-related reports and performance information • Worked closely with operational and training teams to support performance improvement • Supported agents in improving communication, processes and customer service practices • Participated in quality monitoring and follow-up processes Developed strong skills in quality assurance, performance analysis, coaching, reporting, problem-solving and process improvement.

Sales / Customer Service Representative

Konecta • Temps plein

Aug 2016 - Nov 2019 • 3 yrs 3 mos

Provided customer service and sales support, developing strong communication, organization and customer relationship skills. • Handled inbound and outbound customer interactions • Provided direct sales and customer support • Performed cross-selling and upselling • Worked with both warm and cold leads • Identified customer needs and provided appropriate solutions • Managed customer information and follow-ups • Supported administrative and operational tasks • Handled payments and cash-related processes when required • Resolved customer questions and service issues Developed strong communication, active listening, sales, problem-solving and organizational skills.