Customer Service Senior Trainer resume example with 12+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
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.
Skills
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
Experience
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).
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 PPA- CalSTRS – City, STATE,
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 GPA:
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 GPA:
Accomplishments
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.
Languages
Vietnamese:
Limited:
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)
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