Passionate and Results Driven Professional with 20 + years of Customer Service, Team Management and Training Delivery experience. Decisive and disciplined professional with a personable style and thorough approach.
Skills
Bilingual (English-Spanish)
Training Delivery
Team Management
Employee Development/Support
Excellent Customer Service Skills
Team Oriented
Results Driven
Strategic Thinker
Education and Training
Escuela Superior Juan Quirindongo Morell Vega Baja, PR , Expected in 05/1993 ā āHigh School Diploma: - GPA:
University of Phoenix Guaynabo, PR , Expected in ā ā: - GPA:
Experience
Greif Brothers - Lead Training Manager Toledo, OH, 06/2011 - Current
Responsible for delivering management and leadership training to audiences of entry through mid-level managers.
Deliver non- training interventions including conference and motivational presentations, meeting facilitation, teambuilding activities.
Instructs participants in classroom lectures and/or group sessions.
Conducts follow up to determine applicability of course material.
Responsible for content that usually includes management skills and leadership training; leadership development and coaching.
Trains high-end data, organizational design, is considered the team lead.
Negotiates grievances for the new employees, and liaison between existing manager and the union.
Train the instructors, review instructor, and give feedback.
Acts as a Subject Matter Expert. May conduct train-the- trainer sessions, certify instructors on vendor interventions, and maintain subject matter expertise in designated areas required for effective course management.
In some cases may provide training or mentoring to less experienced staff, and may provide feedback for the evaluation of new staff
AT&T - Sr. Training Manager Delivery City, STATE, 09/2008 - 06/2011
Responsible for coordinating course delivery and/or delivering instruction to management and non- management employees on tasks, policies and procedures associated with specific job titles.
Instructional subject matter varies according to the needs of the client, involves specific skill sets and utilizes various instructional techniques.
Participates in client discussions to determine training needs.
Responsible for vendor coordination and negotiations for external training programs.
Coordinate with internal clients and instructors to deliver internal training programs.
Required to provide instruction to external customers on the use of various equipment, products or services.
Instructional responsibilities include training service representatives in the handling of customer contacts involving customer records, service order negotiation, product sales and service, and credit collections work.
Responsibilities also include training network personnel in subject matter related to network engineering, outside plant, cable placement and repair, provisioning and maintenance, central office operations, and premises installation and repair.
Required to maintain training labs and/or provide classroom support to ensure materials, equipment, etc. are in place for training sessions.
Lead courses for a variety of clients, conducts performance reviews, administers progressive discipline, partners with clients to achieve common revenue/service goals and works closely with design personnel to develop and maintain course materials.
Facilitated courses to develop 1st and 2nd level manager skill sets in engagement, planning, performance management, customer attentiveness, delegation, diversity, attendance management, communication skills and labor relations.
Provided feedback on instructor delivery, content or other aspects of a training course.
Conducted train-the-trainer sessions for other instructors and provide coaching to students and employees on creating development plans and monitoring progress.
AT&T - Customer Service Manager City, STATE, 06/1998 - 09/2008
Directs and manages a team of Customer or Business Services Representatives who are responsible for the day to day customer service issues requests which may include any of the following: new or additional services, answering customer billing and service inquiries, provisioning and maintenance, complaints, escalations, problem resolution, sales, adjustments, service order issuance inquiries and validation of service order accuracy.
Ensures professional and courteous representatives provide basic customer service with the objective of extending contacts; may include pre sales and post sales service to customers.
Plans, directs, supervises, and evaluates work flow.
Responsible for the day to day application of organizational policies and procedures; administers company policies that directly affect subordinate employees; and responsible for achieving revenue and customer service objectives.
Coordinates work activities to achieve the volume expected to meet operational requirements; recognizes and recommends operational improvements.
Performed internal audits and review customer records to ensure accuracy and timely responses.
Monitors performance of staff members according to monitoring standards, approves special price concessions, quotes, bid allowances, or adjustments.
Manages and promotes customer retention management (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Directs the flow of the operation and determine how to fix problems as they arise; responsible for training, evaluating and managing performance evaluations of direct reports.
Influences decisions regarding the hiring, firing, disciplinary action, promotional activity, and pay decisions for subordinates.
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