Kornél Wirth

Directed operational management for a 40-employee training, quality, and knowledge management department across multiple countries, ensuring consistent service delivery and quality standards.

Defined and executed strategic learning and quality assurance plans for over 600 employees, significantly enhancing skill development and service quality across the region.

Implemented robust quality assurance protocols, including KPI scorecard creation and reporting, which improved operational efficiency and customer satisfaction metrics.

Coordinated and monitored comprehensive onboarding and upskill training programs, fostering talent development and ensuring high performance across diverse teams.

Managed and optimized the internal knowledge database and collaborated with eLearning specialists, leveraging LMS data to enhance information accessibility and training effectiveness.

Directed operational management for a local training and quality department of 15 customer service specialists, optimizing team performance and departmental efficiency.

Planned and delivered comprehensive in-house training programs covering technical, process-related, and communication topics, improving agent proficiency and service quality.

Executed quality assurance activities to maintain high standards, contributing to improved customer service metrics and compliance.

Managed training programs, including virtual and face-to-face sessions, fostering continuous learning and skill development across the team.

Collaborated closely with HR and Recruiting to align training initiatives with talent acquisition and retention strategies, enhancing overall organizational capabilities.

Conducted extensive customer service training, including onboarding and upskill programs focused on technical skills, software usage, communication, and process adherence.

Developed high-quality training materials, including presentations, handouts, eLearning modules, and screencasts, increasing learning engagement and knowledge retention.

Implemented modern blended learning methods, improving training effectiveness and catering to diverse learning styles.

Collaborated with the local Quality team to identify training needs and integrate feedback, ensuring training content directly addressed performance gaps.

Mentored and trained junior trainers, contributing to the development of a skilled and effective training team.

Managed training schedules and resources to support continuous learning initiatives for customer service teams.

Facilitated seamless coordination between trainers and trainees, optimizing training program delivery.

Supported the development and implementation of training curricula to address evolving customer service needs.

Contributed to the overall efficiency of the training department by streamlining administrative processes.

Conducted comprehensive training sessions for new hires and tenured customer service representatives, improving their product knowledge and service delivery.

Provided ongoing coaching and feedback to agents, leading to enhanced performance and adherence to service standards.

Developed and updated training content to reflect changes in products, services, and operational procedures.

Contributed to a positive learning environment, fostering skill development and professional growth among customer service teams.

Resolved technical issues for customers, maintaining a high first-call resolution rate and minimizing escalation.

Provided clear and concise explanations of technical solutions to non-technical users, enhancing customer understanding.

Documented all customer interactions and technical solutions accurately, contributing to the knowledge base.

Collaborated with senior agents and supervisors to address complex problems, ensuring timely and effective resolutions.