Customer Service Senior Trainer resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Motivated and skilled Customer Service Senior Trainer seeking a Solution Integration Specialist position in Retirement Readiness at CalSTRS, where crafting and managing effective programs will improve employee performance and lead to mutual success and achievement. High-energy Trainer familiar with establishing clear training plans and putting together useful support materials to promote advancements in student learning. Well-versed in operating under tight schedules and with little supervision. Contributes 8 years of experience in training, teaching and mentoring professionals in corporate environments.

  • Cross-functional collaboration
  • Call Center operations
  • High-energy attitude
  • Report creation
  • Inbound and outbound calling
  • Employee and leadership coaching
  • Business development understanding
  • Quality control
  • Product organization
  • Microsoft Office expertise
  • Public speaking
  • Course development
  • Reporting and documentation
  • Analytical
Customer Service Senior Trainer, 11/2014 - Current
Asustek Computer Industry, CA,
  • Train, coach, mentor, lead, and develop trainers on the team, as well as incoming and existing CalSTRS staff toward high quality performance.
  • Train employees on new softphone software system Genesys (tested system, ran test scripts, created job aids, assisted leadership with project progress presentations).
  • Display strong telephone etiquette, effectively handling difficult calls (elevated line/subject matter expert).
  • Develop and coordinate trainings to help individuals learn division's policies and procedures and job tasks.
  • Complete frequent assessments of training materials, structure and success rates to enhance programs.
  • Check software programs for usability, functionality and design issues.
  • Deliver in-depth, valuable training sessions to employees both in-person and via remote systems.
  • Produced training materials to engage and educate individuals.
  • Developed training materials, manuals, procedures, and visual aids to effectively achieve organizational goals.
  • Identify and communicate to management regarding areas needing additional training.
  • Track attendees, participation and understanding of course material.
  • Conduct ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications.
  • Develop complete training programs and lead training using expert learning techniques.
  • Blend business goals, mission and values with learning development initiatives to deliver high-quality training to employees.
  • Administer course content, schedules, and attendance utilizing learning management system (LMS).
  • Mitigate operational and financial risks by researching and recommending process improvements.
  • Document participant attendance, engagement and progress.
  • Scripted, recorded and uploaded instructional videos for remote learning students.
Contact Center Analyst, 09/2013 - 11/2014
  • Handle customer questions, complaints and inquiries using advanced-level business knowledge, professionalism, and efficiency to achieve first-call resolution.
  • Respond to customer inquiries received over the phone, and written correspondence.
  • Obtain and evaluate all relevant information to handle inquiries including reviewing member account records and resource materials to develop appropriate responses to customer inquiries.
  • Possess, acquire, and maintain the technical and business expertise required to do the job effectively and to facilitate customer solutions.
  • Constantly demonstrate an understanding of new information and continually strive to build knowledge.
  • Work with staff from various business areas within CalSTRS to thoroughly gather the information necessary to ensure customers receive accurate, complete, and timely responses.
  • Collaborate with a team of Contact Center and Strategic Support staff to achieve Customer Service’s performance objectives and maximize member satisfaction.
Certificated Elementary Teacher, 09/2008 - 01/2013
Sacramento City Unified School District City, STATE,
  • Provide instruction for multiple subjects (writing, reading, math, history, science, art, PE, and health) to class sizes of 25+ students between the grades of K-6.
  • Successfully increased student participation and test scores by introducing computer programs and exercises to encourage student interest and enjoyment.
  • Formulate creative and effective learning materials and technique while continuing to meet curriculum compliance.
  • Design and analyze education data and materials to formulate lesson plans focused on age and level-appropriate material.
  • Communicate and worked extensively with parents, management, and school district personnel on student achievement status, and initiative programs for improvement.
  • Project lead for the classroom fund raising for various school events which included community outreach, funding collections and spending distributions, and status report.
  • Mentor and counsel students when academic problems and personal adjustments arose, met with guardians to reach solutions.
Education and Training
Master of Education: , Expected in 01/2008
National University - San Diego, CA

Cross Cultural Teaching while earning CA Multiple Subject Teaching Credential, GPA: 4.0

Bachelor of Arts: Liberal Studies, Psychology and Education, Expected in 01/2005
University of California - Riverside, CA
  • Design, deliver, implement and evaluate trainings at lead level (in-person and remotely): New Employee Training, Online Message Training, Refresher Training, Division Development Training, New System/Software Training, and Ad-Hoc Training in alignment with timeframes, scheduling, and resources using the ADDIE training model and data from Kirkpatrick’s four levels of training.
  • Leadership Core Value award nominee for co-lead on Genesys project (test scripts, testing user acceptance systems, provided recommendations, report findings, created job aids, conducted trainings, maintain employee reference resources).
  • Ensure staff and resources are distributed efficiently to meet service levels.
  • Provide well-documented observer and coaching notes to support and maximize performance.
  • Collaborate with management to analyze staff performance gaps and recommend appropriate remedial interventions.
  • Assist with phone coverage and online messaging to meet service levels and maintain business knowledge/procedures.
  • Participate on cross-functional and process improvement teams to develop more effective and efficient methods to accomplish tasks.
  • Utilize problem solving, reasoning, motivating, organizational, and training skills frequently.
  • Manage conflict on a diverse team effectively in order to achieve performance objectives in a fast-paced production environment.
  • Manager and member recognition for excellent work ethic and customer service.
Vietnamese :
Negotiated :
Activities and Honors
  • Team Lead (training/student assistant interview panel, leadership training)
  • Co-Lead on Genesys project (new softphone system-testing, job aids, trainings)
  • Redesign modules (presentation, application, feedback methodcreate participant and facilitator guide)
  • New Employee Training (train new employees)
  • Online message training
  • AdHoc Trainer (Division Development/skills based training, and leadership training)
  • Member and leadership recognition (bravos/CalSTRS' core values)
  • Sunshine Committee representative
  • End of Year Committee
  • Multiple Subjects Credential, 2008

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Resume Overview

School Attended

  • National University
  • University of California

Job Titles Held:

  • Customer Service Senior Trainer
  • Contact Center Analyst
  • Certificated Elementary Teacher


  • Master of Education
  • Bachelor of Arts

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