Learning and Development

• Serve as AT&T Contact Center Trainer focused on Small Business training efforts at DSI
• Identify and deliver on agent training needs through constant immersion in the contact center
• Develop and deliver energetic and engaging training, meetings, and huddles
• Demonstrate mastery of offers, products, services, and complex call center systems, ticketing, and order entry processes
• Handle inbound sales support calls alongside agents, listening, understanding, and providing need-based sales solutions
• Track customer inquiries and resolutions; log calls with various dialer and ticketing software platforms
• Handle inbound call volume demonstrating proper soft skills to ensure customer satisfaction
• Manage day-to-day agent-facing learning library; identify gaps and update materials quickly
• Communicate changes in offers and process updates to stakeholders (training team, agents, team leaders, supervisors)
• Provide on-site and immersive training including group training, side-by-side instruction, and coaching
• Work closely with Lead Trainer to ensure timely training material development and roll-out
• Become subject matter expert; proactively own opportunities for improvement and training
• Keep current on processes, systems, and issues to troubleshoot and problem solve
• Continuously educate agents on AT&T-related products and services in a dynamic, engaging fashion
• Act as player/trainer: take inbound calls, create tickets alongside agents after research to resolve customer issues
• Build, update, and maintain sales & training presentations (PowerPoint, videos), job aids, and reference materials
• Analyze patterns and unify training messages across programs

Small Business Training Specialist

Senior L&D Specialist, Enterprise Program Trainer

Technical Training Specialist

Manager, Skills Based Learning and Development

Senior Vendor Instructional Design Manager

Knowledge Manager