Colleen Balajadia

• Planning & Strategy
  Set business goals and create short- and long-term plans
  Monitor market trends and adjust strategy
  Identify opportunities for growth
• Operations Management
  Oversee daily business activities
  Ensure efficient use of resources
  Manage supply chain and inventory
• Financial Management
  Create and manage budgets
  Monitor cash flow, expenses, and revenues
  Handle payroll, taxes, and financial reporting
• Human Resources
  Recruit, hire, and train staff
  Motivate and support employees
• Customer Relations
  Maintain high-quality customer service
  Handle complaints and feedback
  Build customer loyalty and retention strategies
• Marketing & Sales
  Promote products/services through advertising and social media
  Develop pricing strategies
  Track and improve sales performance

• Conducted New Hire Training: Delivered training sessions to new agents focused on product knowledge, systems, and processes.
• Facilitated Product Refresher Sessions: Run periodic training to reinforce knowledge, address common errors, and update agents on product changes.
• Designed and Updated Training Materials: Created, revised, and maintained product manuals, knowledge bases, and training decks aligned with client updates.
• Assessed Agent Learning: Conducted assessments to measure comprehension and readiness.
• Provided Nesting/Floor Support: Shadowed agents during the nesting period, answered queries, and provided on-the-spot coaching.
• Collaborated with Quality & Operations Teams: Identified knowledge gaps, training needs, and recurring errors based on QA feedback and operational performance.
• Maintained Training Reports: Tracked attendance, training performance, certification results, and post-training effectiveness.
• Ensured Client Alignment: Worked with client trainers or product experts to stay updated on changes, policies, and new product features.
• Drove Continuous Improvement: Recommended process or training improvements based on feedback, trends, and agent performance.
• Supported Upskilling/Reskilling Initiatives: Trained tenured agents when new product features, updates, or add-on services are introduced.

• Onboarding & Orientation
  Collected and verified pre-employment requirements.
  Facilitated employee orientation sessions.
  Ensured new hires are properly set up in HR systems.
• Employee Records Management
  Maintained and updated employee files and databases.
• Employee Relations Support
  Assisted in handling employee queries and concerns.
  Supported HR in implementing engagement activities.
• Payroll & Benefits Assistance
  Compiled attendance and leave reports for payroll.
• Compliance & Policy Administration
  Ensured company policies are communicated and followed.
  Assisted in preparing HR reports for audits.
  Supported compliance with labor laws and internal guidelines.

• Training Preparation & Logistics

Assisted in scheduling training sessions for new hires and existing staff.

Prepared training materials, handouts, slide decks, and digital resources.

Ensured training rooms, equipment (projectors, headsets, PCs), and online platforms are ready.

Coordinated with HR, Operations, and IT for onboarding logistics.

• Administrative Support

Maintained training records, attendance sheets, and performance reports.

Updated and organized training databases.

Tracked certifications, compliance requirements, and refresher training schedules.

Assisted in creating reports on trainee progress and training effectiveness.

• Training Delivery Support

Assisted trainers during sessions (e.g., handling technical issues, distributing materials).

Facilitated icebreakers, group activities, or Q&A segments as directed by the trainer.

• Evaluation & Feedback

Collected trainee evaluations and feedback forms.

Compiled and summarized feedback for trainers and management.

• Continuous Improvement

Assisted in updating training manuals, knowledge bases, and SOPs.

• Communication & Coordination

Acted as a point of contact between trainers, operations, and HR.

Sent training invites, reminders, and announcements.

Coordinated schedules with team leads and managers to avoid conflicts.

• Customer Interaction & Support

Handled inbound calls from customers considering cancellation.
Listened actively to customer concerns, complaints, or dissatisfaction.
Provided accurate information about products, services, and policies.

• Retention & Sales Responsibilities
  Identified reasons for cancellation or dissatisfaction.
  Offered tailored solutions, alternatives, or benefits to retain the customer.
  Upsold relevant products and services when appropriate.
  Applied customer retention strategies and persuasive communication skills.
• Problem-Solving & Issue Resolution
  Escalated unresolved or complex cases to higher-level support.
  Provided follow-ups to ensure customer satisfaction.
• Account Management
  Processed cancellations, renewals, plan changes, or adjustments when needed.
  Updated customer information and document call outcomes accurately in CRM systems.
  Ensured compliance with company guidelines, scripts, and quality standards.
• Performance & Metrics
  Met or exceeded retention targets, call handling time, and quality assurance scores.
  Tracked customer feedback and report recurring issues to supervisors.
  Contributed to team performance goals and continuous improvement.
• Customer Relationship Building
  Built rapport and trust with customers.
  Maintained professionalism and empathy in all interactions.
  Promoted customer loyalty by reinforcing value and benefits.