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- Organize and coordinate the successful cascading of customer service learning interventions. 
- Engage employees on various topics to enhance knowledge on customer service. 
- Publish educational pieces for desired employee audiences.  
- Set customer service metrics, monitor and celebrate performance across touch points. 
- Identify training needs during branch service quality audits, 
- Develop and organize training manuals and presentation material
- Facilitation during induction.  
- Manage the training library in Customer Engagement Department. 
- Design of periodic culture change vehicle for the team

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Gloria Oghuma