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customer experience training supervisor resume example with 6+ 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:
  • :
Professional Summary

Encouraging leader and problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.

Skills
  • Building Training Programs
  • Tracking Success Metrics Using Surveys and Data
  • Motivational Leadership and Supervisor Experience
  • Planning and Coordination using Monday.com
  • Curriculum Creation using Articulate and SharePoint
  • Online Training using Cornerstone and Articulate
  • Building Employee Relationships
  • Continuous Improvement
  • Change Management Process
  • Microsoft Office
Work History
Customer Experience Training Supervisor, 02/2022 - Current
Gemini Sign Products City, STATE, Cannon Falls, MN
  • Manage and develop 7 direct reports, customer service trainers
  • Delegate tasks to trainers to enhance onboarding and continued education in Articulate and Cornerstone
  • Delegated tasks to exist support team members and used cloud-based tools to help solve complex business issues.
  • Collaborate with product management on product training and updates for internal reps
  • Partner with marketing on external and internal communications in addition to launching digitalization tools
  • Implemented onboarding procedures in production by partnering with HR
  • Provide training and development tools to customer service such as physical sample boards to help understand products
  • Proposed and implemented recruitment and retaining plan that successfully made customer service reduce turnover
  • Implemented monthly training team newsletter to communicate successes
  • Organized and developed onboarding documents and schedules using Microsoft Sharepoint tools
  • Created onboarding training resources using Canva such as orientation documentation that focuses on adult learning
  • Maintained focus during busy times and delegated tasks to employees to keep business running smoothly
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
  • Communicated quarterly training strategies to leaders to gain support for training initiatives and growth
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values
  • Supported leaders with change management on digital efforts
Continuous Education Trainer, 10/2020 - 02/2022
Gemini Sign Products City, STATE, Cannon Falls, MN
  • Implemented mentorship programs for leadership and sales teams
  • Partnered with other trainers to create, organize, and implement successful onboarding programs
  • Coached and developed customer experience teams using digital training through Cornerstone and in-person training
  • Maintained accurate records of new hires progress in training curriculums
  • Proposed and implemented needs for project management using Monday.com
  • Improved behavior by modeling positive choices and teaching socially-acceptable options.
  • A liaison for internal representatives and customers to resolve conflict, clarify expectations & provide solutions
  • Onboarded over 60+ customer service representatives in 2020-2021
  • Educated leadership and employees on product updates, process changes, and customer service etiquette
  • Updated training curriculums into Articulate and Cornerstone to enhance virtual training and development
  • Utilized technology to create meaningful lessons that engage students.
  • Optimized sales processes and created efficiencies to minimize total quality errors
  • Partnered with leaders across to implement changes and communicate expectations for product and pricing
  • Coordinated regular meetings to share and analyze new hire performance data and success plans with supervisors and managers
  • Implemented behavior management plans to improve employees' behaviors
  • Facilitated small group instruction to address individual learning needs
  • Provided professional development training to educate internal reps on personal and professional development
Trade Show Specialist, 02/2019 - 10/2020
Gemini Sign Products City, STATE, Cannon Falls, MN.
  • Reserved booth space for shows, coordinated logistics, badges for attendees, utilities, travel arrangements, packing booth and product
  • Wrote engaging and successful marketing, advertising, and website copy
  • Attended multiple shows, gaining experience in booth set up/tear down and working shows
  • Collaborated with cross-functional teams to develop and implement market research strategies.
  • Worked with customers at shows to introduce and sell new products to grow their business
  • Organized and created sample programs to assist with selling products for fields reps and customer service
  • Partnered with marketing, production, and product management to ensure sample programs had correct assets
  • Developed questionnaires and facilitated focus group discussions
  • Worked with 30+ sign associations to grow relationships and gain new customers
  • Created customized marketing materials to increase product awareness
  • Generated reports to supported development and implementation of marketing plans
Inside Sales Customer Service Representative, 10/2016 - 02/2019
Gemini Sign Products City, STATE, Cannon Falls, MN
  • Consulted with 40-60 customers daily
  • Product expert for 10+ product categories in addition to staying on top of product updates
  • Resolution team member to process customer issues or warranties due to skills & knowledge
  • Continuously worked with other departments to communicate order changes
  • Investigated and resolved customer inquiries and complaints quickly
  • Provided primary customer support to internal and external customers
  • Cross-trained and backed up other customer service representatives
  • Trained staff on operating procedures and company services
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Managed timely and effective replacement of damaged or missing products
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Used consultative sales approaches to assist customers while purchasing products for their projects
  • Assigned to certain customer accounts to focus on growing their business by 20% each year
  • Actively listened to customers, handled concerns quickly, and escalated major issues to supervisors
  • Processed customer service orders promptly to increase customer satisfaction
  • Participated in team meetings and training sessions to stay informed about product updates and changes
Education
Master of Arts: Organizational Leadership, Expected in 05/2022
-
Saint Mary's University of Minnesota - Winona, MN
GPA:
Status -
Bachelor of Arts: Human Resources Management, Expected in 12/2019
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Saint Mary's University of Minnesota - Winona, MN
GPA:
Status -

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Resume Overview

School Attended

  • Saint Mary's University of Minnesota
  • Saint Mary's University of Minnesota

Job Titles Held:

  • Customer Experience Training Supervisor
  • Continuous Education Trainer
  • Trade Show Specialist
  • Inside Sales Customer Service Representative

Degrees

  • Master of Arts
  • Bachelor of Arts

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