(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

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.

  • 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 High School Diploma : - GPA :
University of Phoenix Guaynabo, PR , Expected in : - GPA :
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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School Attended

  • Escuela Superior Juan Quirindongo Morell
  • University of Phoenix

Job Titles Held:

  • Lead Training Manager
  • Sr. Training Manager Delivery
  • Customer Service Manager


  • High School Diploma
  • Some College (No Degree)

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