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call center trainer resume example with 18 years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
  • :
Summary

Responsible [job title] with excellent communication skills demonstrated by [number] years of teaching experience.Results-oriented fifth grade teaching professional talented in accurately assessing, recording and communicating student progress with corresponding students and guardians.

Core Qualifications
  • Behavioral/cognitive skills development
  • Positive atmosphere promotion
  • Instructional best practices
  • Clear public speaking skills
  • Differentiated instruction
  • Performance assessments
  • Strategic planning
  • Procedure development
  • Flexible
  • Personable
  • Consensus building
  • Microsoft Office Suite expert
Achievements

Recipient of the Be Great Have Fun Award in 2007Material Development

  • Created [materials, curriculum] targeting [types of learners] to create an engaging educational experience.

Process Improvement

  • Developed [process or procedure] that resulted in [positive outcome].

Training:

  • Delivered training modules to inter-departmental teams to ensure smooth adoption of new program.
  • Completed training on-time and under-budget.

Community Service

  • Served as faculty MUN representative, spreading global awareness and introducing world issues such as capital punishment, child soldiers and human trafficking to students.

Goal Setting

  • Established clear objectives for all lessons/projects and communicated with students, achieving a total understanding of grading rubric and overall class expectations.

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Professional Experience
Call Center Trainer, 04/2003 - 05/2005
Northwell Health Brookville, NY,

Responsible for New Hire Training, other training for the Call Center

Learning and Organizational Development , 05/2005 - 05/2008
J.P. Morgan City, STATE,

Specialist/Sr - Responsible for delivering quality new hire training programs to Call Center teams and communicating policies and procedures to the organization.


Instructional Design and Curriculum Developer - Responsible for developing and maintaining instructional and reference-based end-user materials - includes curriculum design, course development, and content delivery based on project/business need.


- Developed and published weekly newsletter on new polices and procedures for the Call Center based on new regulatory polices and business enhancements

- Developed and maintained the New Hire Training Manual for the Call Center

- Developed reference materials for various areas - received 2 Service Star awards for work on Operations Team documentation used in preparation for an audit.

- Supported Defined Benefit integration efforts by developing learning curriculum and facilitating training delivery for DB Call Center team to master skills and knowledge required to handle DB-related calls from participants using J.P. Morgan phone systems.

- Supported client conversion efforts by partnering directly with the client to develop a learning curriculum and facilitate training delivery for their representatives to handle participant calls using J.P. Morgan Systems.


Product Education Specialist, 05/2008 - Current
J.P. Morgan City, STATE,

Responsible for education and communication of new and enhanced products and services to internal and external partners.


- Provided oversight for training and communication plans for internal on new Nonqualified Plan Platform

- Provided oversight for training and communication plans for internal teams for two system (Omni) Upgrades

- Developed numerous reference materials to support product and service enhancements to include handouts, manuals, CBTs using Captivate and Brainshark

- Regularly delivered company presentations on new and changing products and services on standing weekly call

- Worked with Business Use Case resources and business SMEs to develop and document BUCs for new Re-enrollment Implementation and QDRO Services

Education and Training
Bachelor of Arts: English, Expected in 1997
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University of Kansas City MO - Kansas City, MO
GPA:
Status -
Community Involvement

My Sister's Keeper - Program Coordinator

Kansas City Employee Networking Group - Chair

Urban Financial Services Coalition - Vice President of Programs, Chapter President

Ujima/BOLD - Communications Chair, President, Advisor

Affiliations

Instructional Design and E-Learning Professionals' Group

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Resume Overview

School Attended

  • University of Kansas City MO

Job Titles Held:

  • Call Center Trainer
  • Learning and Organizational Development
  • Product Education Specialist

Degrees

  • Bachelor of Arts

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