Work Project 4
Portfolio 𐄁 Leadership & Talent Development Projects
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Certificate Program Project: Designed a 5-day certificate program.
The Project
An Internet subscription service company wanted to create a certificate program for customer service agents in its call center, located in various locations throughout the world. Recognizing the need for call center agents to have a thorough working knowledge of customer service and call center operations, the company was committed to providing call center agents with a comprehensive and engaging training/certificate program.
The Solutions
(1) Created executive presentation providing high-level overview of certificate program (determining organizational needs; designing & developing program; implementation; evaluation; & maintenance of program), (2) Designed a 5-day certificate program offering engaging training and hands-on practice in delivering amazing customer service in each of the call centers spread across the globe, and (3) Included two assessments of knowledge and skills.
