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customer service representative trainer resume example with 17+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
  • :
Professional Summary

Skilled, Training Specialist highly effective at conducting personal and group training sessions focused on topics such as; Professional Customer Service in the WorkPlace, Tolling 101 and Technical System Training. Well-versed in the training, tolling, call center, retail, and banking industries. Enthusiastic personality with a hands-on, creative style. Ready to apply 10+years' experience to a challenging long-term position.

Skills
  • New hire onboarding, Staff training, and Course development
  • Employee supervision and Leadership skills
  • Ability to read, interpret, and apply legislation requirements
  • Knowledge and understanding of general accounting principles and concepts.
  • Working experience with GL and cost accounting principles, NC government accounting processes, and accounts payable systems.
  • Ability to create accounting transactions and correct any discrepancies and errors.
  • Ability to make decisions regarding accounting issues and work independently with supervisor guidance.
  • Invoicing and Collections experience
  • Ability to plan and organize work to meet deadlines with strong attention to detail
  • Communicate both written and verbally with peers, management, and customers.
  • Working knowledge of Microsoft Windows, Word, Excel, and Outlook.
  • Familiarity with HOD and NCAS
  • Core Banking
  • Ability to maintain, balance and reconcile accounting transactions, records and reports.
  • High School Diploma
  • File And Database Management
Work History
Customer Service Representative Trainer, 06/2012 to Current
Applied Card SystemsRehoboth Beach, DE,
  • Coordinated and structured instruction of required training courses for new hires, department leads, and supervisors .
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Tested all training software and hardware before commencing training programs.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Processed customer billing invoices and explained invoice escalations.
  • Ability to plan, prioritize and organize work to meet deadlines with strong attention to detail.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Ability to be flexible and adapt to change in rapidly changing environments.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Communicate both written and verbally with peers, management, and customers.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Conducted orientation sessions and organized OJT for new hires.
  • Utilized PowerPoint, Prezi, and several MS Office suites in addition to live demonstrations.
  • Researched and obtained relevant course materials to achieve training objectives.
  • Created development learning paths for managers and supervisors.
  • Extensive knowledge of business policies, procedures, and problem-solving techniques.
  • Developed surveys to identify training needs based on projected production processes and changes.
  • Identified and proactively solved internal problems related to employee turnover by revamping training approaches.
  • Quality Control of inbound and outbound calls made by over 100 employees.
  • Provided constructive feedback to identify areas of improvement.
  • Edited, proofed, and critiqued customer service phone scripts to improve functionality.
  • Provided analytical, planning, and coordination support on projects as assigned.
  • Collaborated with management to provide training on improved processes and provided quality training.
  • Drafted concise and accurate reports detailing inventory for distribution of equipment to staff as needed.
  • Supervised inventory cycle counting processes, including accounting and surplus records, equipment damages, and returns.
  • Addressed customer complaints and requests by resolution or escalation.
  • Demonstrated ability to exceed goals through fantastic work ethic.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Utilized HOD system when conducting research for NC Turnpike Authority.
Bank Teller, 10/2007 to 10/2011
Duck Creek Technologies, Inc.Warren, NJ,
  • Upheld strict financial controls by keeping funds secure and accurately transferring monies.
  • Working knowledge and understanding of general accounting principles and concepts.
  • Created accounting transactions and corrected any discrepancies and errors.
  • Made decisions regarding accounting issues and worked independently with supervisor guidance.
  • Working knowledge of Microsoft Word, Excel & Outlook.
  • Monitored customer behaviors and upheld strict protocols to prevent theft of assets.
  • Working knowledge of NCAS, HOD (CMCS), and Core Banking Systems.
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Promoted products or services to each customer to consistently achieve sales targets.
  • Checked amount details and fraud markers for transaction papers such as checks and money orders.
  • Observed all procedures regarding financial and customer information to prevent possible breaches and data misuse.
  • Audited fellow teller currency to contribute to dual-control procedures.
  • Logged cashier's checks and other transactions to maintain accuracy of account records.
  • Enthusiastically greeted customers and offered dedicated service during entire transaction, improving bank satisfaction ratings.
  • Accessed computerized financial information to answer questions related to specific accounts.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Placed orders for customer checks and verified starting numbers.
  • Counted and packaged currency and coins.
  • Regularly exceeded company goals and expectations.
  • Utilized speed, accuracy, and excellent customer service skills in all professional interactions.
  • Provided customer records on demand, including account statements and copies of checks.
  • Assisted approximately 50 customers each week while maintaining professional poise; even in high-stress situations when dealing with irate individuals.
  • Turned in excess cash to maintain drawer security.
  • Work and communicate with internal customers and external vendors.
  • Ability to interpret, apply, and follow policies and procedures.
Customer Service Manager, 01/2003 to 12/2007
WalmartCity, STATE,
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Managed team of 10 employees in fast-paced retail environments and scheduled breaks, lunches, and shift ending processes to comply with state mandated policies and procedures across company.
  • Reviewed and resolved differences between accounting information and cash drawer for all cashiers.
  • Counted cash in register drawer at beginning and end of shift.
  • Arranged paper and electronic payment records to maintain well-organized filing systems and recordkeeping compliance.
  • Operated cash register for cash, check and credit card transactions with 100% accuracy, as needed to positively enhance customer service.
Education
High School Diploma: , Expected in 05/1996 to Widefield High School - Colorado Springs, CO
GPA:
Associate of Arts: Business Management, Expected in to Trident Technical College - Charleston, SC
GPA:
  • Coursework in Psychology, English 101, Creative Writing and Math.
  • Completed 12 credit hours
Certifications
  • Six Sigma Yellow Belt Training - 8/2019
  • Train the Trainer - 8/2019
  • Strategic Thinking - 7/2019
  • Leading and Working in Teams (Psychological Safety) - 7/2019
  • Public Speaking and Presentation Skills - 4/2019
  • Interviewing Skills Training - 2/2019
  • Large Class Training - 1/2019
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Resume Overview

School Attended

  • Widefield High School
  • Trident Technical College

Job Titles Held:

  • Customer Service Representative Trainer
  • Bank Teller
  • Customer Service Manager

Degrees

  • High School Diploma
  • Associate of Arts

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