Babalwa Yoyo
Learning And Development Specialist
CAPE TOWN
Summary
Dynamic Learning and Development Specialist with a proven track record at Telus International, adept at creating impactful onboarding programs and fostering diversity and inclusion. Skilled in blended learning techniques and career development, I enhance team performance through tailored training initiatives and empathetic customer engagement, driving retention and satisfaction.
Overview
2027
2027
years of professional experience
Work History
Learning and Development Specialist
Telus International
2024 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed and implemented customized training programs for specific product lines within the company.
- Created an effective system for tracking employee progress throughout the duration of each training initiative, resulting in more accurate measurements of success rates over time.
- Managed a comprehensive library of training resources, including product manuals, videos and online courses for easy access by employees.
- Boosted overall team performance by consistently updating training materials to reflect current industry trends and standards.
- Collaborated with cross-functional teams to develop targeted product trainings that addressed specific needs and challenges.
- Conducted regular follow-up sessions with trained employees, reinforcing key concepts and skills for improved retention rates.
Customer Service Representative
WNS
2022 - 2024
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Teleperformance
2014 - 2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Ngwenyathi High School
East London Eastern Cape Skills
Career development
Onboarding programs
Diversity and inclusion
Blended learning
Timeline
Learning and Development Specialist
Telus International
2024 - Current
Customer Service Representative
WNS
2022 - 2024
Customer Service Representative
Teleperformance
2014 - 2016
High School Diploma -
Ngwenyathi High School