At Etech Global Services, I design and facilitate behavioral, technical, and process training for newly onboarded and existing customer support agents. I work with Operations and Quality Assurance to identify skill gaps and provide targeted coaching.
As a Training Apprentice, I co-managed onboarding programs and created training decks, job aids, and assessments for customer service and sales workflows. I also delivered refresher modules to teams and contributed to a measurable reduction in repeat handling errors.
Before moving into training, I handled Tier-2 customer escalations and mentored newly nested agents as a Subject Matter Expert. I progressed from Customer Experience Specialist through four roles at Etech Global Services, earning two promotions within 12 months.
