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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Training and Development, with a focus on Customer Service operations, project management, and the creation of engaging training materials. Proficient in utilizing various training technologies and methodologies to enhance team performance and operational efficiency.
Highest-signal resume keywords
Training And DevelopmentProject ManagementTraining FacilitationMicrosoft OfficeSAP For Customer Service
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Training Program DevelopmentPerformance AssessmentInteractive Learning Resource CreationMoodle ManagementAdobe CaptivateAdobe IllustratorSparkol VideoScribeWordwallPixton
Soft Skills
Excellent CommunicationMentoringCollaboration
Certifications & Qualifications
Bachelor’s DegreePostgraduate Degree In Corporate Education
Industry Keywords
Customer Service OperationsContinuous ImprovementAgile MethodologiesTraining Trends
About the role
Key responsibilities & impact- Participate in the development of customized training programs
- Facilitate dynamic training sessions for Customer Service, Back Office, Collections, Retention, and Sales teams
- Assess the impact of training on the continuous improvement of team performance
- Collaborate in identifying performance gaps and areas for operational improvement
- Assist in creating and developing training materials and interactive learning resources
- Mentor and support the technical development of junior Training Analysts
- Conduct reaction and learning assessments and collect structured feedback from participants
- Support the implementation and adoption of new processes and procedures
- Stay up to date on training trends, agile methodologies, and training technologies
- Contribute strategic recommendations to enhance the Training and Development function
Requirements
What you’ll need- Bachelor’s degree in Education, Psychology, Business Administration, Human Resources, or a related field
- Solid experience in Training and Development (T&D), particularly in Customer Service operations
- Proficiency in Project Management and training facilitation, with excellent communication and instructional skills
- Proficiency in Microsoft Office (PowerPoint, Excel, and Word)
- Practical knowledge of SAP for Customer Service operations
- Experience managing the Moodle platform
- Experience managing enrollments, distributing content, administering assessments, and monitoring performance
- Knowledge of and hands-on experience with Sparkol VideoScribe
- Knowledge of and hands-on experience with Wordwall
- Knowledge of and hands-on experience with Adobe Captivate
- Knowledge of and hands-on experience with Adobe Illustrator
- Knowledge of and hands-on experience with Pixton
- Postgraduate degree or specialization in Corporate Education, People Management, or Active Learning Methodologies is a plus
Benefits
Comp & perks- Medical and dental insurance
- Birthday day off
- Casual dress every day
- Transportation allowance
- On-site restaurant
- Life insurance
- Full access to Estadão’s digital content
- Exclusive discounts at educational institutions
- Psychological support through Wellz
- Pet insurance plan
- Wellhub (formerly Gympass)
- Private pension plan – OESPREV
- Estadão Benefits Club
- Hybrid work model