Training Coach Resume Example
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TRAINING COACH
Summary
Results-focused consumer affairs professional with strength in customer service, team building and . Proactive leader with strengths in communication and collaboration. Proficient in leveraging payments and budgeting/account management knowledge to promote a well balanced account as well as a happy client. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.
Skills
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Experience
Training Coach
Pontiac , MIUnited Wholesale Mortgage/Dec 2019 to Current
Pontiac , MIUnited Wholesale Mortgage/Dec 2019 to Current
- Researched and incorporated new training methods, tools and resources to offer updated, quality training content.
- Chose qualified instructors aimed at providing engaging and thought-provoking learning environments.
- Supported onboarding of new employees by hosting orientation sessions.
- Planned, implemented, and conducted training for agents in contact center.
- Evaluated effectiveness of training programs and recommended improvements to upper management.
- Developed and implemented training in customer service procedures.
- Trained up to 60 agents monthly and 20 agents directly.
- Prepared custom training course materials and presentations covering dispatching, customer service and call handling .
- Communicated key information from trainers to participants and visa versa.
- Collected information about course success and participant satisfaction.
Digital Dispatching Agent
Northborough , MAPanera Bread (Pr Management Corp)/Dec 2018 to Current
Northborough , MAPanera Bread (Pr Management Corp)/Dec 2018 to Current
- Reviewed routes and daily traffic and weather conditions and adjusted plans to meet daily requirements.
- Accurately and efficiently responded to over 70 daily requests.
- Trained over 100 employees on accurate triaging and dispatching procedures while personally handling numerous daily calls.
- Quickly determined locations and needs of hourly callers to accurately send roadside assistance.
- Scheduled and dispatched over 50 daily roadside assistance calls based on caller locations and available employees.
- Answered customer requests with information about product availability, shipping information and status updates.
- Delivered roadside assistance to customer locations.
- Improved customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Performed site evaluations, customer surveys and team audits.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
- Handled all delegated tasks, including point of contact and developing production plans.
- Created agendas and communication materials for team meetings.
- Improved operations by working with team members and customers to find workable solutions.
Hostess/Cashier
City , STATEBuffalo Wild Wings/May 2017 to Dec 2019
City , STATEBuffalo Wild Wings/May 2017 to Dec 2019
- Helped to plan and execute parties for more than 20 guests, including coordinating menus and preparing tables.
- Assisted kitchen staff with food counts by determining number of items required for complete service.
- Handled up to $500 of card and cash transactions daily, accurately keeping payment records and investigating irregularities.
- Greeted guests entering restaurant and gathered information to seat groups or place on waitlist, distributing pagers to waiting guests.
- Designed custom private function and banquet packages to accommodate groups of up to 50, including business dinners, sales presentations, club meetings, weddings and charity events.
- Managed guest expectations by relaying information regarding hours, wait times and specials.
- Minimized customer wait times by efficiently taking and filling large volume of orders each day.
- Maintained open communication with kitchen staff regarding cook times to prevent overloading workers and creating dissatisfied customers.
- Scheduled reservations, notified servers and managers of large groups in advance and prepared seating ahead of guests arrival.
- Supported management by helping resolving customer service and food-related issues to maintain guest satisfaction.
- Worked within POS application to collect reservation information and communicate updates to guests.
- Stayed on top of server availability and table turnover to make accurate decisions about seating locations.
- Monitored dining area to assess server capacity and accurately estimate wait times.
- Notified servers after seating parties in section for prompt service.
Assistant Manager
City , STATESubway/Jan 2015 to Dec 2016
City , STATESubway/Jan 2015 to Dec 2016
- Planned and prepared workflow schedules, delegating tasks for -member team.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Delegated daily tasks to team members to optimize team productivity.
- Improved efficiency and productivity by implementing organization systems for financial reports, schedules and inventory control.
- Initiated inventory control measures to manage and replenish stock, maintain costs and meet customer demands while monitoring clothing, accessory and shoe levels.
- Coached and mentored employees by delivering training, guidance and performance monitoring.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
Education and Training
Associate of Arts: Liberal Arts And General StudiesAustin Peay State UniversityExpected in Aug 2020City, State
BBA: Business ManagementAustin Peay State UniversityExpected in May 2021City, State
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School Attended
- Austin Peay State University
Job Titles Held:
- Training Coach
- Digital Dispatching Agent
- Hostess/Cashier
- Assistant Manager
Degrees
- Associate of Arts : Liberal Arts And General Studies
BBA : Business Management
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