senior trainer transitions bps resume example with 14+ years of experience
JessicaClaire
, , 609 Johnson Ave., 49204, Tulsa, OK100 Montgomery St. 10th Floor
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
:
Summary
Talented professional and Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Bringing 15+ years of Industry expertise, including proficiency in Communication, Training and development. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dynamic public speaker known for meeting demanding training schedules and exceeding management expectations. Considered valuable asset to any team.
Successful delivery of 5 projects for Service Desk from Due diligence state to steady state, ensuring all the training needs are met and fulfilled.
Ensuring project deliverables meet quality standards and requirements.
Results-Oriented Knowledge acquisition and Knowledge transfer with 100% success rate meeting the client deadlines and expectations.
Successful graduation of 240 associates spanned over multiple batches with 100% output within timelines.
Reduction by 25% in Average handle time by implementing a One Stop flyer/hand-out mandate for all the customer interactions.
Improved Key performance indicators and Key result areas from 70% to 85% by standardization of Knowledge base, Standard operating procedures and Training materials.
Achieving the metrics with Teamwork/Collaboration effectively and building healthy relationships with co-workers.
Training need identification and customized performance improvement plans to better suite the individuals, enhancing their performance and customer interactions leading to improved customer experience.
Product Specialist Technical Trainer, 06/2010 - 06/2017 Hewlett Packard Inc. – City, STATE,
Curtate, design and develop training content and manuals.
New Hire Training curriculum design, create and implementation.
Training need identification, customized training plans for individuals, monitor and evaluate their performance via periodic assessments.
Collaborate with subject matter experts and revise the training plans to meet the need of the hour.
Recruitment and training as per the operational requirement.
Schedule and deliver trainings globally - virtually and class room based.
Knowledge base and Standard Operating Procedure (SOP) creation and maintenance.
Special assistance for initiatives and projects catering organizational goals.
Periodic evaluation of the performance via reports and curating performance improvement plans.
Better relationships among workers via Teamwork/collaboration, thus enhancing performance and customer interactions leading to improved customer experiences.
Best Trainer (twice) and Total Customer Satisfaction (thrice) during my tenure of 7 years.
Technical Support Expert, 11/2007 - 05/2010 Dell International Services Pvt India Ltd – City, STATE,
Technical Support assistance to customers, both inbound and outbound.
Technical support for laptops/notebooks, desktops, wireless devices like routers and printers.
Process Training sessions for New Hires
Mentoring and monitoring New Hire Performance.
Creating the wow factor with customer experiences.
Served as first point of contact for incoming technical service calls and emails.
Assisted customers with various types of technical issues via email, and telephone.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
Walked customers through common phone hardware and software configurations to maximize service functionality.
Education and Training
BBA: Human Resource Management, Expected in 04/2012 - St. Joseph's Evening College - Bangalore, Karnataka, India, GPA: Status -
Intermediate Certificate: Maths, Physics And Chemistry, Expected in 03/2002 - N.L.V.R.G.S.R.V Jr College - Nimmakuru, Andhra Pradesh, GPA: Status -
Certifications
Microsoft Certified: Azure Fundamentals (2021). Certification Number: I020-7132
Microsoft Certified: Microsoft Azure Solutions Architect Expert (2021). Certification Number: I041-0561
Scrum Fundamentals (2020)
Comptia A+(Comptia 2016)
Server + (Comptia – 2011)
Microsoft Certified Professional: Implementing Microsoft Azure Infrastructure Solutions (2016) – Certification Number: G061-5296
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