Lailah Tilan

• Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
• Conducted orientation sessions and organized training for new hires.
• Coordinated technical training and personal development classes for Trainees (Leads, Managers and Support).
• Directed training programs and development paths for agent managers and supervisors.
• Delivered new employee onboarding and training sessions in a face to face and virtual training.
• Collaborated with business process, operational reviews and structured coaching, obtain feedback and procure available information for new training processes.
• Managed all exempt employee coaching, training and performance improvement actions.
• Trained new hires to perform cross-training exercises with experienced workers.
• Analyzed effectiveness of training programs at all levels and recommended updates.
• Organized and edited training materials and other educational materials.
• Developed projects to enhance training process.
• Applied adult learning and performance expertise to assess behavioral issues impacting work performance.

• Investigated and resolved customer inquiries and complaints quickly.
• Resolved issues over email to customers daily.
• Devised workaround solutions for issues-related issues to Level 0 complaints.
• Processes resolution by using computer tools and communicating with different departments.

Chat Support/ Non-voice CSR ( General Enquiry and Billing expert) - Offer Plans and services.

- Billing Explanation

- Offer options of payment and payment plans.

- Basic Troubleshooting for mobile and internet device.

• Conducted election of employees benefits.
• Educated employee about their benefits and some payroll details and register employees dependents.

• Achieved high satisfaction rating through proactive one-call resolutions of customer issues for financial and sales.
• Used consultative techniques to understand customer needs and make strategic referrals to business partners.
• Provided primary customer support to internal and external customers.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Verified information on survey forms or information pads.
• Interviewed residents in assigned areas to explain purpose of census, answer questions and accurately record answers.
• Assisted people in filling out surveys with complete and accurate information.
• Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.