Key Holder/Sales Training Lead Resume Example
Seasoned Training Specialist with twelve-years of successfully implementing classroom and online instruction for adult learners. Dedicated to improving employee performance, work quality and team productivity through successful training initiatives. Prepared to deploy professional training skills and techniques in order to provide a world class customer service and technical support training experience.
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•Supervises staff to develop customer service skills, product knowledge and maintain store productivity goals.
•Achieves Regional stretch goals for ten out of twelve months by coaching team members on brand standards for customer interactions.
•Manages stock demands, employee shift schedules; opening, closing procedures, deposit reports and adapts professionally to all unexpected changes.
• Conducts product demonstrations with groups of customers which improve confidence in the product select.
•Trains and coaches employees on how to successfully manage complicated sales, complex issues, product demonstration and difficult customer interactions.
- Utilized an electronic help desk ticketing system to manage incoming support requests, documented support activities, and provided clear accurate accounts of actions taken through detailed resolution notes for 20 calls per day.
- Performed troubleshooting task for Windows, MAC OS, Android, iPads, iPhones for all hospital Staff devices.
- Installed and set up video conferencing software for various devices to conduct virtual patient appointments and staff meetings.
- Provided professional written and spoken communication with clients, stakeholders and co-workers to ensure goals and objectives are achieved for the program.
- Monitored and maintained device security for 60,000 units utilizing Air-Watch and other software.
- Guided clients through software, app and device setup based on each client's needs.
- Designed training materials such as videos, handouts, PowerPoints and other media for onsite courses with hospital staff as cross country.
- Provided Technical training to 200 Technical Support representatives and 800 Customer Service representatives in a call center environment.
- Managed SharePoint technical documentation, specifications and standard operation procedures for Customer Care and Technical Support agents in order to better support the customer.
- Partnered with National Training leaders to assist in the reviewing and development of a new training curriculum for new hire training.
- Conducted training workshops and demonstrations for various products from Smartphones, Tablets, Smart accessories for the home and Vehicles and manages display screens and other training equipment via an inventory tracking system.
- Successfully completed six seven week new hire classes per year on time, each class was a $250,000 investment of company resources.
- Spearheaded top secret device training for 1000 Representatives within a 5 day period and ensured that every representative was ready to support the customer's needs and answer questions.
- Achieved a boost in technical support productivity by conducting a dual monitor pilot the return on investment was 2.1 million dollars with the increase in productivity.
- Traveled to multiple call centers to conduct training on various topics and conducts product demonstrations and manages all travel expenses via corporate credit card.
- Exercised excellent judgment in applying professional teaching methods, techniques, and criterion for delivering and measuring student progress toward specific goals
- Managed training and development research: organizational development, learning theory, motivation theory, new materials, methods, and techniques
- 12+ years of classroom, online, in store and training project management, or other management role.
- Leveraged best practices and develop improvements to processes wherever possible.
- Proficient in Microsoft Office suite, G Suite, Adobe Connect, Web Ex, Citrix, LMS, and other software platforms.
- Handled fifty to sixty customer interactions per day and provided professional customer service each time.
- Assisted customers with billing inquiries, device issues, device, accessory recommendation and keeping customer information secure.
- Achieved numerous top quality awards each month from the quality team and supervisor remote monitoring
- Accessed multiple telephone switching systems to assist customers all across the United States with various technical issues ranging from data and voice connection issues to voicemail issues.
- Created a 5 day training course to teach over 100 new emergency Technical Support Representatives on how to use advanced troubleshooting tools such as Motorola, Novell and other mobile telephone switching systems, this led to improved quality scores by 2 points and team performance metrics increased by 25%.
- Completed coursework in Business Communication, Accounting and Marketing
United States Navy 1994-1998
Aviation Ordnanceman
USS-Enterprise CVN-65
United States Army 1998-2004
309th Transportation group
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Resume Overview
School Attended
- University of Central Missouri
- Strayer University
- Dale Carnegie Center of Excellence - NYC/Westchester
Job Titles Held:
- Key Holder/Sales Training Lead
- Service Desk IT Customer Support Tech II
- Senior Trainer-Consultant Learning & Development
- Customer Service & Emergency Technical Support Rep
Degrees
- Dale Carnegie High Impact Presentations : Advanced Presentation Skills 2017
BBA : Business Administration 2016
Fundamentals of Effective Leadership and Management Course : Leadership 2011
Human Relation and Communication 2010
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