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JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary

Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Self-motivated, patient and reliable with excellent oral and written communication skills. Builds programs from ground up based on specific objectives. Forward-thinking, motivated and passionate about aligning teams with objectives. Highly organized, analytical and skilled at managing all administrative needs.

Skills
  • Excellent Customer Service Skills
  • Written and Verbal Communication
  • Troubleshooting and Problem Resolution
  • Critical Thinking
  • Multi-tasking & Organizational Skills
  • Call Center training background
  • Proficient in Soft Skill training
  • Training Program development and presentation
  • Performance Monitoring and Appraisals
  • New Hire Orientation
  • Project implementation
  • Classroom and workshop expertise
Work History
03/2013 to 07/2019 Accounting Specialist Avid Bioservices | CA, State,
  • Performed wide-ranging administrative, financial and service-related functions including keeping vendor records current and accurate.
  • Processed invoices and expenses
  • Welcomed office visitors and alerted staff to arrivals of scheduled appointments.
  • Answered incoming calls and faxes, opened and distributed incoming mail.
  • Tracked inventory and ordered office supplies encouraging cost-effective solutions.
  • Arranged rapid office equipment repair and maintenance with vendors.
  • Offered departmental administrative support.
  • Responded to requests for information from various individuals by providing both financial and logistic documents.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.
  • Kept physical and digitized records organized for easy updating and retrieval by authorized team members.
  • Maintained staff directory and SDS / MDS documents on all toxic and non-toxic substances.
07/2001 to 02/2013 Corporate Trainer /Senior Developer Middlesex Savings Bank | Maynard, MA,
  • Identified and proactively solved internal problems related to employee turnover by revamping training approaches.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
  • Gathered and organized supplementary material to support structured lessons.
  • Assessed student needs to develop effective training plans.
  • Recognized and tapped talented staff to fill key positions and maximize productivity.
  • Developed effective training manuals, modules, assessments and teaching aids.
  • Developed and led bank acquisition training sessions for Citizens Bank and third party call centers.
  • Conducted evaluations and observed employee performance to identify areas of needed improvement.
  • Maintained records on attendance and participation.
  • Held demonstrations and one-on-one coaching sessions on use of multiple types of banking software.
  • Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
  • Tracked attendance and progress against goals for each participant.
  • Monitored employee progress and gave feedback to management and additional training requirements.
  • Created training programs and instructional materials to further educate call center agents on Loan Servicing and Online Banking skill sets.
  • Authored, updated and implemented training procedures.
  • Collected information about company objectives and employee deficiencies in order to assess training needs.
  • Traveled to third party call centers to train and set up various campaigns to assist with call volume.
11/1995 to 07/2001 Banking Specialist Mellon Bank, NA | City, STATE,
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Completed special procedures for customers such as ordering new checks, stopping payments or investigating identity theft.
  • Bolstered understanding of banking products and services by enrolling in available training classes and seminars offered.
  • Provided high level of customer service through friendly approach, strong professionalism and timely assistance with customer transactions.
  • Proactive in learning about procedures concerning banking and loan servicing.
  • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
  • Assisted customers and remained poised and professional even in high-stress situations and when dealing with irate individuals.
  • Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
  • Performed reviews assessing each employee's performance and developed improvement plans.
  • Conducted New Hire training and second skill Loan Servicing classes.
  • Trained and guided team members to maintain high productivity and performance metrics.
Education
Expected in Certification | Teaching English As A Second Language (ESL) House of Tudor, Philadelphia, Pittsburgh, PA GPA:

English as a Second Language / Course work included teaching in Brazil for 3 months. No expiration date for certification.

Expected in 02/1990 Certifications | Soft Skills, Customer Service And Managing Change Achieve Global, , GPA:
  • Professional development completed in Soft Skill Training - How to share bad news in a good way
  • Professional development completed in Customer Service - Lets WOW the customers expectations
  • Professional development completed in Managing Change - Change can be a good thing
Expected in 06/1981 Associate of Arts | Visual Communications The Art Institute of Pittsburgh, Pittsburgh, PA GPA:
  • Majored in Visual Communications
  • Dean's List 2nd semester 1980

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Resume Overview

School Attended

  • House of Tudor
  • Achieve Global
  • The Art Institute of Pittsburgh

Job Titles Held:

  • Accounting Specialist
  • Corporate Trainer /Senior Developer
  • Banking Specialist

Degrees

  • Certification
  • Certifications
  • Associate of Arts

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