I am now finishing up my first 6-month rotation within the Leadership Training Program in our Client Services Department. I have been busy these past few months working on various projects that will help to improve the overall experience of our clients as well as assisting in the training of our new Client Service Agents. In October we brought in 5 new hires that started for us a month prior to their Investment Training class. To assist them in learning their position I worked to pair them with mentors , tracked and followed up with their mentors on their progress, and developed a training packet that they could work through with their mentor to learn how to use our systems and processes. As part of their development, I worked with one of our Team Leads to present a systems training to all of our new agents in their December training class.
Leading projects was another area I have been busy with the past three months. I have worked to develop a FAQ for both our Client Service Representatives and for our clients in order to address topics important during our busy season. For our First Call Resolution project I worked to develop a system for tracking our daily score, managed an excel database and figured our the limits for the project so we could vaidate that our project was under control. As a part of the First Call Resolution project I have also gained experience working with other departments such as Service Excellence and Marketing.
I have really enjoyed my experience and my time in Client Services. I have gained a greater understanding of working in a client driven atmosphere where improving those interactions is an important part to our relationships with our clients.
Next week I will begin my new rotation in Service Excellence where I will be working on our customer survey and attending training for Lean Six Sigma. I look forward to the new challenges and what I will learn in my next rotation!
