Skilled Training Specialist committed to addressing customer concerns with speed, accuracy and professionalism.
Resourceful Teacher /Customer-focused Representative with a proven capacity to troubleshoot issues to ensure customer satisfaction who consistently meets and exceeds productivity goals.
Seasoned Training Specialist Supervisor who has directed call centers consisting of 15-20 representatives.
Representative who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty.
Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
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Promoted to Call Center Training Specialist in a year.Exceeded corporate target for customer satisfaction for three months in a row.
Promoted to Call Center Training Specialist in a year.
- Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met.
- Developed process improvements to enhance efficiency and effectiveness of inter-department call center operations.
- Assisted with the development of the call center's operations, quality and training processes.
- Trained staff on how to improve customer interactions.
- Provided cross training to 15-50 staff members.
- Formulated and enforced Service Center policies, procedures and quality assurance measures.
- Developed effective relationships with all call center departments through clear communication.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Demonstrated mastery of customer service call script within specified time frames.
- Provided accurate and appropriate information in response to customer inquiries.
- Addressed customer service inquiries in a timely and accurate fashion.
- Developed effective relationships with all call center departments through clear communication.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Processed guest payments for room charges, food and beverage charges and phone charges.
- Greeted and registered guests and issued room keys.
- Implemented high-impact sales and marketing initiatives, resulting in increased occupancy and profitability.
- Recommended top dining and entertainment options for guests in the St.Kilda/Melbourne CBD area.
- Answered department telephone calls within two rings, using correct salutations and telephone etiquette.
- Processed credit card transactions during the checkout process.
- Referred guests to local restaurants and recommended attractions in the area.
- Greeted all guests in a courteous and professional manner.
- Fostered strong working relationships with all hotel departments.
- Certified ESL Instructor
- Created daily lesson plans for multi-level adult ESL classes.
- Taught lessons encompassing a range of skill-building activities for speaking, writing, reading and listening.
- Organized extracurricular opportunities such as annual speech contests and field trips.
- Employed kinesthetic, visual and auditory approaches to make lessons interesting and interactive.
- Engaged in cultural immersion programs with students to further augment global understanding.
- Engaged in cultural immersion programs with students to further augment global understanding.
- Taught English language skills to students from kindergarten age through adulthood.
- Instructed more than 15 students through lectures, discussions, group activities and demonstrations.
- Promoted language development skills through reading and storytelling.
- Applied the positive reinforcement method to redirect negative behaviors.
- Assisted 20 students per station during small group learning periods.
- Observed students to supply teachers with feedback regarding potential learning blocks and opportunities for support.
- Helped prepare daily lesson plans for activities and lessons.
- Encouraged students to be understanding of and helpful to others.
- Supplied one-on-one attention to each student, while maintaining overall focus on the entire group.
- Physically and verbally interacted with students throughout the day to keep them engaged.
- Communicated effectively with educators from various grade levels.
- Supported students in developing strategies for individual needs and classroom group dynamics.
- Attended professional development workshops focused on learning goals and classroom management.
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Resume Overview
School Attended
- Tarrant County College
- Joshua High School
Job Titles Held:
- Training Specialist Supervisor
- Reservation Team Member
- Receptionist
- Intern in the Intensive English Program
Degrees
- Associate of Arts
- High School Diploma
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