Training specialist knowledgeable about theories and methods used in designing, developing and delivering successful training programs and adult learning concepts.
CTT+ "Certified Technical Trainer +" Certified 2008
FKA - Friesen, Kate and Associates Workshop Certified 2008
NEAT - Northeast Area Training Culture Award 2015
Training Director's Award 2015
NOPA - Northeast Area Outstanding Performance Award 2011
Franklin Covey "Focus" Certified 2006
Microsoft Customer Satisfaction Award 2000
Stream Peer to Peer Award 1999
Stream Desktop Applications Award 1999
Created cross platform training processes for four separate departments.
Graduated more than 3200 participants from monthly face to face training and seminars. 2006 - 2015
Helped more than 3200 participants reach their educational goals. 2006-2015
Offered specific training programs to help employees maintain and improve job skills.
Evaluated training materials prepared by instructors.
Developed and delivered training programs for specific, assigned job tasks, including Wireless Devices, PC, WiFi and Data Network Technologies, Troubleshooting, Product Knowledge and Superior Customer Interaction Skills.
Trained account executives on marketing, sales and product lines.
Taught district weekly internal classes to more than 120 employees.
Led learning enhancement classes focused on improving academic and people skills needed for success in the workforce.
Instructed through lectures, discussions and demonstrations in successful leadership skills, hands on product training and policies and procedures.
Integrated technology into each training session such as the Smartboard "Promethean" and Adobe Connect 9.
Designed and created daily lesson plans for activities.
Conducted small group and individual activities based on differentiated learning needs.
Conducted one-on-one tutoring for new users in customer interaction, small to medium business sales and obtaining quota.
Recommended and helped customers select merchandise based on their needs.
Served as liaison between customers, store personnel and various store departments.
Confirmed that appropriate changes were made to resolve customers' problems.
Informed customers about sales and promotions in a friendly and engaging manner.
Tracked down sources of special products and services to meet customers' special needs.
Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
Trained new employees on company customer service policies and service level standards.
Trained new employees and explained protocols clearly and efficiently.
Displayed courtesy and strong interpersonal skills with all customer interactions.
Built and maintained successful relationships with service providers, dealers and consumers.
Supported customers having data connectivity issues.
Provided thorough support and problem resolution for customers.
Mentored other engineers.
Provided professional customer service consultations on wireless solutions.
Provided real-time support to everyday users of cellular devices, features and services.
Developed and maintained positive customer relationships.
Researched, resolved and followed up on customer issues.
Soft-sold additional services.
Devised workarounds for problems.
Developed and maintained technical expertise in troubleshooting and solution building.
Reviewed support cases for technical and troubleshooting accuracy.
Identified opportunities to up-sell product and services.
Assisted in process refinement to improve customer service and support.
Developed documentation for common processes for both support staff and end-users.
Developed training program for specific, assigned job tasks, including stock market data systems, Unix, Mainframe, Windows OS support and routine applications for daily client support.
Developed and delivered all technical training materials.
Trained a staff of 315 employees on client security, policy and systems access.
Delivered new and existing product training to customer support representatives and mentors.
Developed specialized individual training, mentoring and coaching.
Created the ARCR (Action, Result, Cause and Resolution Training.
Prepared support staff for new Windows OS and MS Office launches.
Attended and completed the work/study program.
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