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PROJECT

2006

My Roles ~ Facilitator, Coach

HSBC

Credit Cards – Service Plus

I helped CSRs improve their needs analysis and other skills pertaining to handling inbound customer service calls from current credit card holders.

Along with my role in working directly with the learners as a facilitator and coach, I had the additional role of being an internal coach to the program’s other facilitator/coaches, to help them further develop their own skills in serving the client.

Project Lead:  e-roleplay