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Randal Bernard

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Director of Training & Organizational Development at Segoso Caribbean
Montego Bay, St. James Parish, Jamaica

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Résumé


Jobs verified_user 0% verified
  • S
    Director of Training & Organizational Development
    Segoso Caribbean
    Aug 2023 - Current (2 years 10 months)
    Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process. Instead, it’s helpful to think of it as regular part of your workforce management. It plays a key role in keeping agents aligned in their approach and communication, as they support callers daily.
  • S
    Training Manager
    Segoso Caribbean
    Mar 2022 - Aug 2023 (1 year 6 months)
  • S
    Collections Trainer
    Segoso Caribbean
    Nov 2021 - Mar 2022 (5 months)
    Supports measurable, performance-based learning objectives for all courses, and workshops, and applies them in the best delivery format for the learner Delivers and measures training and learning performance programs for all operations call center positions Partners with designated stakeholders to develop training for targeted job skills, competencies and behaviors Coordinates and manages our on-the-job training in conjunction with the operations management team
  • Etech Global Services
    Telesales Representative
    Etech Global Services
    Mar 2019 - Apr 2019 (2 months)
    •Enthusiastically engaging each call and represent Etech in a highly professional manner •Follow coaching and protocol to make and close sale •Successfully and accurately answering prospect questions and providing appropriate additional information •Respond rapidly and accurately to on-line requests for information from clients •Achieving defined productivity goals
  • itelCX
    Lead Trainer/Virtual Trainer
    itelCX
    Apr 2019 - Sep 2021 (2 years 6 months)
    Worked collaboratively with the Training Manager in supporting and supervising the trainers to deliver training in accordance with the training curriculum. ● Assessed instructional effectiveness and determine the impact of training on employee skills. ● Maintained updated curriculum database and training records ● Partner Conduct up-training to employees and provide necessary information about sessions ● Partner Host train-the-trainer sessions for internal subject matter experts ● Lead new initiatives and training deployments not excluding: *Training Schedules * Needs Analysis * Training Workshops
  • Advanced Call Center Technologies LLC
    Customer Service Representative
    Advanced Call Center Technologies LLC
    Jan 2019 - Mar 2019 (3 months)
    Essential Duties and Responsibilities • Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance. • Maintains confidentiality; Listen to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. • Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds quickly and effectively to customer questions. • Multi tasks to document while speaking with the consumer. • Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quali
  • Northern Caribbean University
    Computer Laboratory Consultant
    Northern Caribbean University
    Jan 2013 - Dec 2014 (2 years)
    ***Support computer lab operations*** Support faculty and students to use computer software and hardware. Extend appropriate procedures, respond to queries and document resolution of repetitive issues. Present on software packages and applications and develop lab templates. Respond to queries and introduce students to use of computers and peripheral equipment. Develop records of students involving in computerized instructional support. Manage laboratory software, test materials and hardware to ensure security. Handle lab equipment to clean keyboards, monitors and disk drives. Watch lab occupants while entering and leaving lab to secure equipment. Ensure proper treatment and authorized removal of equipments. Log equipment damage an
  • Conduent
    Payroll Analyst (Company Formerly Known as ACT a Xerox Company)
    Conduent
    Jul 2014 - Aug 2015 (1 year 2 months)
    Handling salary related queries • Bereavement pay query Time • Attendance & Shift Premium • Handling Garnishments/Support Deductions • W2/T4 Update/Query & ROE/SUB Pay Query/ S&A • Vacation Deferrals & Statutory Tax Deductions (FICA)
  • N
    Customer Service Representative (Company formerly known as NARS)
    NICE Global
    Mar 2007 - Nov 2010 (3 years 9 months)
    • Dialer Co-coordinator • Command Centre Specialist (WFM Analyst) • Team Lead Agent • Customer Service Representative
Education verified_user 0% verified
  • Northern Caribbean University
    BSc.Secondary Teacher Education || Social Work, Office Management & Technology
    Northern Caribbean University
    Jan 2012 - Jan 2017 (5 years 1 month)
  • K
    NVQ-J Customer Service Certificate, Customer Service Support/Call Center/Teleservice Operation
    Kenilworth Heart Academy
    Jan 2006 - Sep 2006 (9 months)
  • HEART College of Innovation and Technology HCIT
    Trainer BPO Certificate, Training
    HEART College of Innovation and Technology HCIT
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