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Lead / Trainer Resume Example

Resume Score: 90%

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LEAD / TRAINER
Summary
To associate myself with a company that is mobile, while utilizing my experience, in administration to provide excellent customer care and customer service.
Skills
  • Active Listening Skills
  • Service Orientated
  • Problem Solving Skills
  • Persuasion Skills
  • Monitoring Ability
  • Time Management
  • Team Player
  • Exceptional Customer Service
  • Respect for(customers, team members,an  supervisors)
  • Self discipline
  • effectively prioritize tasks
  • Dedication and commitment to problem resolution
  • Testing and fixing faulty equipment
  • detail-oriented working style
  •  ability and willingness to communicate
  •  willingness to share knowledge
  •  ability to think logically and creatively
  • ability to apply knowledge to new situations
  •   independent interest in technology


Experience
10/2017 to Current
Lead / TrainerCompany Name - City, State
•Supervised, trained new and retrained veteran employees as they engaged in customer sales.
•Monitor sales activities to ensure that customers receive satisfactory service and quality goods.
•Instructed staff on how to handle difficult and complicated sales.
•Trained, and evaluated personnel in sales, advising the firing of workers when appropriate.
•Assisted in the establishing and implementations of policies, goals, objectives, and procedures for their department.
10/2016 to 01/2017
Tech CoachCompany Name - City, State
·Solving problems across hardware, software OS, apps and compatibility.
·Supporting products across Windows, Android, Blackberry OS, Apple IOS, wireless technology, equipment and applications
11/2014 to 09/2016
Retention AgentCompany Name - City, State
·Receive inbound retention calls from current customers, for sales and revenue generation, in a high-intensity call center environment.
·Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs.Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule.
·Educate customers on active product features, service offerings, billing, charges, and product value.Understand and promote current marketing campaigns in order to sell to or save customers accurately and effectively. ·Increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers.·
·Research and review competitive pricing and service offerings in order to provide competitive price and product comparisons based on customer needs.
·Responsible for utilizing multiple customer databases to access, change or input account information for customers.·
·Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions.·
·Creatively negotiate pricing and bundling by making offers of credits and/or discounts according to Company guidelines.Complete installation, disconnect, transfer and seasonal downgrade orders and update customer accounts utilizing customer record database.
·Other duties as assigned.
02/2013 to 02/2015
Customer Care AgentCompany Name - City, State
·Ensure excellent customer satisfaction and excellent customer service skills
·Assist users with general inquiries, product support, service information, order processing and technical issues in a diverse technology environment (via phone/email/chat)
·Respond appropriately to customer escalations
·Triage Support Queue for routing to Tier 2, Partner, or Department.
·Work with other agents to resolve or properly close help tickets.
·Manage an individual ticket queue
·Follow the directions of management and provide feedback
·Be capable of developing a good understanding of customer's needs and how to diagnose and fix their issues
·Demonstrate interpersonal skills and is able to provide empathy for customer's situation
·Maintain openness to work flexible hours as required (may include evenings, weekends and/or holidays) ·
Having ability and willingness to tend to any other tasks as assigned
12/2011 to 08/2017
CatererCompany Name - City, State•Met with customers to discuss menus for special occasions, such as small parties, baby showers, luncheons,graduations,etc.•Prepared a variety of foods, such as meats, vegetables, and desserts according to customers order
12/2011 to Current
Caterer/Homeless OutreachCompany Name - City, State
•Met with customers to discuss menus for special occasions, such as small parties, baby showers, luncheons,graduations,etc.
•Prepared a variety of foods, such as meats, vegetables, and desserts according to customers order
•Prepared 100 meals every Tuesday for the less fortunate
Skills
administrative support, Apple, Balance, cash flow, strong interpersonal skills, hardware, credit, excellent customer service, Customer Service, data entry, keyboarding, Listening, office, Windows, OS, Persuasion, Problem Solving Skills, scheduling, Team Player, Time Management, troubleshooting, Verbal Communication Skills, Written
Education and Training
GED: Social Science/HistoryCSN - City, State, USA1996/2000 College of Southern Nevada North Las Vegas, Nevada  Received G.E.D., in the fall of 1996,at CSN ,studied prerequisites for radiography; after serving as student body senator and student body president, changed my major to Social Science, minor to History; 15 credits short of receiving AA. 
Activities and Honors
Awarded Student leadership Student Body President. Leading the student body by example in academics, starting a book bank, paying for classes,giving back to students. 
Creating polices that assisted struggling employees, maintaining employment.
Most perfect surveys.
Most overtime hours.
Perfect attendance.
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

Resume Overview

School Attended

  • CSN

Job Titles Held:

  • Lead / Trainer
  • Tech Coach
  • Retention Agent
  • Customer Care Agent
  • Caterer
  • Caterer/Homeless Outreach

Degrees

  • GED : Social Science/History

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