Heather Upchurch

Call Center Department Trainer @Ryder System, Inc.

Alpharetta, GA, US

Plan, create and define training agenda, supplies and curriculum for new hires for 3 separate call center departments; continually adapting the training program to meet trainees’ needs as well as the needs of our customers• Attend and contribute to weekly leadership meetings• Create & update Knowledge Articles that are posted in Salesforce for agents to reference updates, how to & what if scenarios • Liaise with leadership to determine training needs and schedule training sessions• Stay informed of new techniques, teaching methodologies, and technologies• Prepare educational materials & content such as modules, videos, training decks, role play outlines and cheat sheets• Strong emphasis on customer service training; teaching the best techniques, tips and tricks to be best call center agent• Coach agents in the areas of key performance, quality and member survey scores. • Leads call center agents to deepen internal and external relationships through customer service• Monitor live calls and support the agent via Teams chat if needed• Provide feedback on calls and work with the Quality Assurance manager to improve agent performance