Talented Training Instructor adept at developing, implementing and conducting diverse training courses for call center agents. Collaborative and insightful professional, familiar with a range of training needs and successful at delivering instruction through diverse methods. Excellent communication, planning and time management abilities. Knowledgeable about Alaska Airlines operational requirements and best practices and well-versed in thoroughly covering topics. Hardworking with exceptional abilities in process improvement, customer service, and management. Incredible people skills with the ability to meet objectives. Enthusiastic and eager to contribute to team success through hard work, attention to detail, and excellent organizational skills. Motivated to learn, grow, and excel in Talent Acquisition.
Skills
Safety awareness
New hire training
Public speaking
Excellent written, verbal and interpersonal communication skills
Exceptional facilitation, analytical, and listening skills
Proficient in Microsoft Office applications including Word, SharePoint, Outlook, Teams, Excel and PowerPoint
Work History
03/2017 to Current
Instructor/ Team Coach/Reservations Sales AgentBridgestone Corporation – Cumming, GA,
Instructor
Facilitated blended learning curriculum through different platforms such as, classroom instruction, hands on practice, and computer-based training.
Responsible for preparing lesson plans, facilitating classes, completing OJT for Reservation Sales Agent related subjects and mentored other instructors/trainers throughout the process.
Worked closely with Training Delivery, Contact Center leadership as well as other trainers to facilitate initial classes and additional skills training as needed.
Assisted in revision and proof reading of class curriculum.
Facilitated blended learning curriculum by applying appropriate lesson styles (e.g. Classroom instruction, hands on practice, and virtual computer based).
Trainer, CARE, CRO, and GSC certified.
Relief Team Coach
Provide timely, interactive feedback in a safe environment that engages, promotes and strengthens employee potential, development, relationships and Alaska Airline goals in effort to continuously enhance positive behavior.
Coach to inspire agents through positive, constructive feedback in a fun and supportive way.
Listen to calls, read chats and complete evaluations daily.
Provide any additional training agents require or request.
Deliver evaluations and double jack with agents when necessary.
Communicate and assist all agents, TC’s, and supervisors alike.
Reservations Sales Agent
First point of contact for guests when calling to book travel, change plans, inquire, or resolve issues.
Specialize in delivering genuine and creative service that goes beyond guests' needs and expectations.
Continuous learning to understand changing policy and procedures, products, services and promotions.
Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Handled billing information over phone.
Provided customers with information about availability and pricing.
05/2013 to 03/2017
Office ManagerDesert Financial Federal Credit Union – Mesa, AZ,
Created patient charts and obtained patient records.
Skilled with both Windows and Apple based operating systems.
Worked in collaboration with Owner to create smooth working relationship.
Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
Managed budgets, appointment scheduling, employee and event itineraries and accounts to improve productivity initiatives.
Arranged corporate and office conferences for company employees and guests.
Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or addressed productivity concerns.
Coached new hires on company processes while managing employees to achieve maximum production.
Coordinated special projects and managed schedules.
Sourced vendors for special project needs and negotiated contracts.
Maintained computer and physical filing systems.
Managed office operations while scheduling appointments for physical therapists.
Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
Compared vendor prices and negotiated for optimal savings.
Evaluated employee records and productivity to complete employee evaluations.
Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
03/2002 to 09/2005
Member Service CounselorFirst Tech Credit Union – City, STATE,
Opened and approved new accounts.
Identified best products and services to meet financial needs of members.
Maintained up to date knowledge of all credit union products and services.
Provided first contact resolution and built lasting member relationships through exceptional service.
Read and responded to all correspondence, including emails.
Successfully completed required compliance training annually.
Accurately and efficiently performed all member/visitor transactions.
Provided information concerning credit union policies or services.
Balanced daily teller transactions and all other member transaction activity.
Met and adhered to Member Service Standard expectations.
Followed all security procedures and processes.
Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.
Input and documented multiple deposits each day with high accuracy and full compliance with CU regulatory requirements.
Continuously surpassed customer service standards while ensuring compliance with call volume objectives.
Completed training and worked effectively under high-pressure member services environments.
Recommended specific products and services in alignment with individual needs, requirements and specifications.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse member questions.
Learned all internal systems and related service role duties to provide skilled team backup in handling customer demands.
11/1992 to 03/2002
Assistant Branch ManagerU Lane O Credit Union – City, STATE,
Interviewed, hired and trained multiple staff associates and equipped to comply with company policies and procedures.
Developed and managed employee schedules, balancing individual requests and requirements with business needs.
Built rapport with members by reaching out with product recommendations and account updates.
Trained and developed new team members in alignment with branch service standards and objectives.
Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
Consulted with representatives of regulatory agencies to complete accurate filings and uphold strict compliance.
Implemented process improvements to increase productivity.
Demonstrated knowledge of branch financial products, including loans and lines of credit.
Maximized efficiency through effective resource allocation and employee management.
Supervised team of 40+ branch employees and made recommendations regarding performance evaluations.
Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
Coached and developed branch staff by offering constructive feedback and call center training opportunities.
Wrote and administered employee performance reviews to monitor customer service and personal sales of 40+ member team.
Education
Expected in 05/1992
Bachelor of Arts: Communication And Rhetoric University of Oregon - Eugène, OR, GPA:
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