training specialist resume example with 13+ years of experience

(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Enthusiastic , Compassionate and Highly Skilled Customer Experience Leader is seeking a position in the cannabis industry,where I can utilize my customer service expertise and build lasting bonds with patients and community members.

  • Expert Customer Service Skills
  • Excellent Written/Verbal Communication skills
  • Detail Oriented
  • Retail/Cash Handling/Cash Register Experience
  • Team building
  • Strong Time Management Skills
  • Highly Organized
  • Ability to solve problems efficiently and maintain high level of professionalism and compassion under pressure
  • Ability to interact comfortably in multi-generational and multi-cultural atmospheres.
Mark Keppel High School Alhambra, CA Expected in 06/1989 Associate of General Studies : - GPA :
  • Graduated with 3.5 GPA
EPICHINT Certified Online Traiining-Budtender Anywhere, CA, Expected in 05/2020 Certificate of Completion : Budtender Training/State Cannabis Laws & Policies - GPA :
Work History
Booz Allen Hamilton Inc. - Training Specialist
Falling Waters, WV, 05/2012 - 08/2019
  • Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
  • Developed curricula, instructions, documentation and written tests for training courses.
  • Ensured long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.
  • Ensured proper tracking in newly created databases of all students and instructors leaves, attendance, scores and overall performance.
  • Developed new training programs such as online modules, interactive software, language labs and online programs and provided ongoing training to staff.
  • Conducted orientation sessions to assess skill levels and areas of strength and weakness.
  • Utilized cross-training techniques to boost productivity and develop each team member's individual skills set.
  • Collected data on program effectiveness to develop modifications and improvements to curricula.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Assessed skill gaps for employees and developed training courses to meet identified needs.
  • Trained and mentored new personnel hired to fulfill various roles.
Horizon Software International, Llc - Customer Support Team Lead
Philadelphia, PA, 01/2011 - 05/2012
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Retained existing clients and developed new accounts by extending high quality and efficient support service.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Processed over 150 support requests received over 24 hour periods for technical assistance on wide range of issues related to PC Security and Virus software. .
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Engaged end-users and answered questions via email, phone, website live chat and in forums.
  • Leveraged sales expertise to promote PC Security software and Remote Technicians and capitalize on upsell opportunities.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Tech Data Corporation - Sales Support Specialist
San Antonio, TX, 03/2005 - 12/2009
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Answered up to150 incoming calls in busy, fast-paced global call center.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Resolved customer complaints and addressed emergency requests and needs.
  • Supervised teams of up to 30 trainees and staff members.
  • Customer Satisfaction and Quality Key Performance Indicators effectively exceeded client’s expectations on monthly basis.

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Resume Overview

School Attended

  • Mark Keppel High School
  • EPICHINT Certified Online Traiining-Budtender

Job Titles Held:

  • Training Specialist
  • Customer Support Team Lead
  • Sales Support Specialist


  • Associate of General Studies
  • Certificate of Completion

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