Nailal Trim
Balmain, Couva
Summary
Professional training and quality specialist equipped with a strong background in developing and delivering impactful training solutions. Known for enhancing team performance through innovative instructional techniques and fostering a collaborative learning environment. Reliable and adaptable, with a focus on achieving measurable results. First-hand experience with multiple lines of business resolving issues such as billing, collections, sales, service, and retention, as well as providing back-office support.
Overview
17
17
years of professional experience
Work History
Trainer/ Quality Analyst (Point of Contact)
Iqor Trinidad Limited
08.2015 - Current
- .Assessing and improving the quality of customer service provided.
- Maintaining and developing internal support and call center quality assurance standards.
- Reviewing subsets of support agents’ conversations, including calls, emails, and chat interactions.
- Accompany evaluations with meaningful and constructive feedback.
- Monitor key customer service metrics (such as CSAT, FRT, and IQS) and analyze how the support team’s performance impacts these KPIs
- Help individual agents improve their performance by providing specific instructions and ongoing support.
- Monitor customer service performance at both the agent and team levels
- Create reports that reflect support performance and share them with higher-ups.
- Participate in calibration sessions to ensure consistency in internal evaluations.
- Reaching out to customers to further resolve the issue and ensure customer satisfaction.
- Analyze quality and performance data to support operational decision-making.
- Create and revise procedures, checklists, and job aids to reduce errors.
- Develop and maintain quality assurance procedure documentation.
- Provide regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Agent/ Quality Analyst/Trainer
Direc-One Limited
08.2007 - 08.2015
- Identify training and onboarding needs and initiate relevant programs to enhance agent skills
- Create digital and print educational materials such as videos and manuals
- Conduct classroom-style seminars where trainees learn about product features, sales strategies, and customer interaction skills.
- Engage trainees in role-playing exercises to develop their interpersonal skills and analytical skills.
- Ensuring new hires receive essential sales training, including communication skills and troubleshooting techniques.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Education
Associate's Degree - Management
Australian Institute of Business
Australia04.2018
Associate's Degree - Applied Science in Tourism Management
Trinidad And Tobago Hospitality And Tourism Institute
Chaguaramas11.2014
Skills
- Customer Service
- Leadership
- Teamwork
- Creative Problem-Solving
- Detail-Oriented
- Communication Skills
- Professionalism
- Lifelong learning
- Emotional intelligence
- Confidence
- Analytical Skills
- Time Management
- New Hire Training
- Planning and coordination
- Group and individual instruction
- Public Speaking
APPLICATIONS
Canva
KW Command
Zoom/Teams
Slack
Google Suite
Microsoft Dynamics
Timeline
Trainer/ Quality Analyst (Point of Contact)
Iqor Trinidad Limited
08.2015 - Current
Agent/ Quality Analyst/Trainer
Direc-One Limited
08.2007 - 08.2015
Associate's Degree - Management
Australian Institute of Business
Associate's Degree - Applied Science in Tourism Management
Trinidad And Tobago Hospitality And Tourism Institute
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