Montgomery Street, San Francisco, CA94105(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 07/2019Accounting SpecialistAvid 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 02/2013Corporate Trainer /Senior DeveloperMiddlesex 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 07/2001Banking SpecialistMellon 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, PAGPA:
English as a Second Language / Course work included teaching in Brazil for 3 months. No expiration date for certification.
Expected in 02/1990Certifications | Soft Skills, Customer Service And Managing ChangeAchieve 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 06/1981Associate of Arts | Visual CommunicationsThe Art Institute of Pittsburgh, Pittsburgh, PAGPA:
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