Joined company as an associate and promoted within five months to oversee a team of brokers. Promoted to Quality Assurance Manager/Trainer as a result of proven knowledge and successes in developing a team of top-performers.
- Defined and developed training strategy for call center including capital markets and front office functions training. Also provided the leadership for the quality control for all the agents.
- Coached and mentored subordinates, identified training needs and recommended appropriate development programs.
- Managed the training delivery process to ensure organization effectiveness and development, as well as improve workflow.
- Liaised with vendors, suppliers and cross-departmental colleagues to achieve desired business results, planned profitability levels, quality standards and highest-level client satisfaction.