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PROJECT

2006

My Roles ~ Instructional Designer, Facilitator, Coach

TD Canada Trust

Customer Service and Cross-selling for CRCs

I enabled participants (Customer Service Representatives) to practice the skills required to effectively manage inbound customer care calls, uncover additional needs and successfully refer the customer to the appropriate internal resource, e.g. financial advisors.

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