Customer Service Representative Trainer Resume Example GC Services Limited Partnership / Client NCTA

CUSTOMER SERVICE REPRESENTATIVE TRAINER

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.
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 Word, Excel, and Outlook.
Familiarity with HOD and NCAS
Ability to maintain, balance and reconcile accounting transactions, records and reports.

Work History

Customer Service Representative Trainer, 06/2012 to Current
GC Services Limited Partnership / Client - NCTA – Morrisville, NC

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 the HOD system when conducting research for NC Turnpike Authority.

Bank Teller, 10/2007 to 10/2011
Bank Of America – Summerville, SC

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
Walmart – Raleigh, NC

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: 05/1996
Widefield High School - Colorado Springs, CO

Associate of Arts: Business ManagementTrident Technical College - Charleston, SC

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

Resume Overview

Companies Worked For:

GC Services Limited Partnership / Client - NCTA
Bank Of America
Walmart

School Attended

Widefield High School
Trident Technical College

Job Titles Held:

Customer Service Representative Trainer
Bank Teller
Customer Service Manager

Degrees

High School Diploma : 05/1996
Associate of Arts : Business Management

Customer Service Representative Trainer Resume Example

Resume Score: 80%

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