Equipped to support the mission and vision of any training program by way of training and development. Possessing excellent leadership skills, dynamic interpersonal communication skills and a strong mentoring ability which adds value to organizations. Talented at facilitating and providing quality training orientation programs to increase job skills, team morale and staff retention.
Learning style assessment
Creative lesson plan development
Active listening skills
Positive atmosphere promotion
Behavioral/cognitive skills development
Delivered training material modules to inter-personal teams to ensure smooth adoption of new/current programs
Completed training on time
Planned and conducted activites for a balanced program of instruction and demonstrtion that allows the employees opportunity to observe, questions and investigate.
Established clear objectives for all lessons/projects and communicated with employees, achieving a total understanding and professional expectation.
Served as a project performance coach for agents when quality assurance and sales metrics for the improvement of scores to meet team/company metrics
Pivotal Home SolutionsDecember 2014 to CurrentProject Performance Coach Naperville, IL
Measure and track performance in response to coaching guidance
Deliver improved performance and customer experiences through coaching techniques
Teaching and motivating a diverse group of people with varied backgrounds and capabilities
Responsible for providing ongoing support to learners after the initial training to ensure on the job application
Provide feedback to agents, supervisors and managers regarding agent commitment level, agent focus and agent performance.
AGL Resources Nicor Gas CompanyNovember 2012 to December 2014Customer Care Specialist Naperville, IL
Respond to customer interactions and complaints in a professional, effective and efficient manner
Diagnose customer problems and provide support using proper techniques to provide quick resolutions
Use the highest level of customer relation skill to calm irate customers
Schedule orders through computerized systems including date, current info and charges
Interpret and make decisions regarding billing credit and other account inquiries.
CTU OnlineMarch 2009 to March 2012Admissions Advisor Downers Grove, IL
Conducts interviews and evaluates each prospective student based on his/her needs, desires, interests, qualifications, motivations, and commitments, and in accordance with all school policies and procedures, all applicable federal and state regulations and all accrediting agencies standards and requirements
Completes and maintain all required paperwork and data entry in an accurate and timely manner
Works with other departments (financial aid, academics) to ensure student satisfaction
Acquire and maintain a knowledge base of information on Financial Aid, Tuition Planning, Marketing, and Student Management.
Responsible for the student's success from inquiry to starting school
Assists students with finalization of enrollment process and starting date with the school
Develops an ongoing relationship with the prospective student from enrollment through graduation.
ComcastJanuary 2009 to June 2010Customer Account Executive Woodridge, IL
Provide inbound telephone support to clients.
Initiate upgrade of current service; sell products and services for new clients.
Resolve billing inquires.
Develop and maintain strong relationships to secure client base and customer satisfaction.
Raneisha Smith ComEdJanuary 2008 to July 2008Customer Service Representative Oakbrook, IL
Processed and followed up investigations for credit and meter orders.
Reported and initiated investigations for irregular/damaged meters.
Set up deferred payment arrangements.
Serviced new business and residential accounts.
at&tJune 2007 to October 2007Customer Consultant Chicago, IL
Recommended, promoted and sold at&t products for Midwest area.
Resolved all billing and technical issues.
Assisted customers with orders for products and services.
Negotiated and set up payment arrangements.
Elite Staffing Walgreens, Avlon, OmronAugust 2006 to June 2007IT Coordinator; CS Coordinator; Administrative Assistant Chicago, IL
Identified, troubleshot and analyzed store problems for hardware/software communication over the phone.
Directed and answered multi-line client calls Created and tracked schedules Distributed information to proper channels/ordered office supplies/managed schedule and travel arrangements.
Answered phones/greeted guests.
American InterContinental UniversityMay 2005 to June 2006Admissions Advisor Chicago, IL
Recruited, interviewed and enrolled prospective students.
Managed scheduling and contact listing
Counseled students to ensure preparedness for class
Maintained follow-up communication with current and prospective students Acted as liaison to various departments.
Verizon WirelessSeptember 2003 to June 2005Credit Analyst Schaumburg, IL
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Companies Worked For:
Pivotal Home Solutions
AGL Resources Nicor Gas Company
Raneisha Smith ComEd
Elite Staffing Walgreens, Avlon, Omron
American InterContinental University
Robert Morris College
Job Titles Held:
Project Performance Coach
Customer Care Specialist
Customer Account Executive
Customer Service Representative
IT Coordinator; CS Coordinator; Administrative Assistant
Bachelor of Science : Project Management Computer Networking
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