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Proficient HR and training professional with demonstrated success in program and team leadership. Adept at conducting evaluations of training needs and program successes to make strategic decisions. Fluent in Spanish. Intuitive Training manager offering high-level emotional intelligence and six -year history of expanding training options and program reach. Incorporates new topics and adjusts training resources to meet changing business needs. Decisive leader and complex problem-solver with excellent organizational skills and big-picture approach.
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- Coordinated ongoing technical training and personal development classes for staff members.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Managed new employee orientation training process for more than 100 employees each year.
- Delivered new employee onboarding and training sessions.
- Assessed skill gaps for employees in the customer service training department and developed training courses to meet identified needs.
- Created in-depth training manual for all employees.
- Trained new hires to perform cross-training exercises with experienced workers.
- Planned corporate annual summer and holiday events, including team building-based training initiatives.
- Implemented new learning strategies depending upon employees' skill levels.
- Developed departmental systems and procedures to better align workflow processes.
- Developed surveys to identify training needs based on projected production processes and changes.
- Tested all training software and hardware prior to commencing training programs.
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Adhered to appropriate legal scripting when required.
- Developed product demonstrations and presentations for customers.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Educated customers about billing, payment processing and support policies and procedures.
Albany Jr-Sr High School - Albany, TX
- Trained more than 100 full time associates and 100 flex-time associates.
- Supervised team of 6 staff members each staff member supervised 12 Team members, in some cases I would cover my peers Teams.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Successfully created and implemented a Standard Operating and Procedure Manual for a call center.
- Completed Call Center Management Certification
- Hands-On Workforce Management Certification
- Call Center Manager Training
- Call Center Quality Assurance Management Training
- CCCS- Certified Contact Center Supervisor
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Resume Overview
School Attended
- Albany Jr-Sr High School
Job Titles Held:
- Training Manager
- Site Operations Training Manager
- Customer Service Retention Specialist/Trainer
Degrees
- High School Diploma
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