LiveCareer-Resume

training supervisor resume example with 6+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Professional Summary

Resourceful Project Manager with 5 years of expertise in organizing business operations, financial oversight and resource management to achieve smooth flow and project operations. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance.

Skills
  • Industry Knowledge: Project Management, Instructional Design, Budget Administration, People Management, Organizational Development, Continuous Quality Improvement (CQI)
  • Technical Skills: Google Suite, Microsoft Office Suite, Salesforce, PowerBI, V-lookup, Jira Confluence, Cisco WebEx, SQL
  • Soft Skills: Communication, Leadership, Coaching, Analytical and Problem-Solving, Teamwork, Drive and Initiative
Work History
Training Supervisor, 06/2021 to Current
AmerenMacomb, IL,
  • Managed a team of six trainers and coordinated with five business partners across multiple locations in the United States to launch the NYS $25 billion Emergency Rental Assistance Program (ERAP).
  • Develop and deliver strategic training and development programs for 379 end-users from all over the country.
  • Created a knowledge base of 80 internal resources, improving employee onboarding and reducing time spent per project on administrative tasks by 40%.
  • Developed an Excel macro and standardized reporting templates, resulting in efficient data collection and a 35% reduction in turnaround time.
  • Conceptualized, redesigned, and presented enhancements to the CRM software programs and stored SQL procedures, leading to 100x increased query performance.
  • Collaborate with cross-functional teams, including Finance (5+ members), Fraud and Compliance (10+ members), and Operational Leadership (30+ members).
  • Facilitated 6 QA analysts through software release cycle: including code reviews, defect detection and reporting and deploying product releases into clients' production environments
  • Audit over 30,000 applications using GIACT Fraud Risk Management Software to minimize recoupment of payments and fraud.
Customer Relationship Manager, 07/2020 to 04/2021
AngelicaHolly Hill, FL,
  • Managed a team of 5 customer service representatives and assisted in the development, implementation, and management of sales strategies for new business acquisition. Provided support to customers by phone or email regarding product information, pricing, order status, returns/cancellations, etc.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Resolved customer call complaints within 24 hours, reducing the likelihood of negative reviews by 68%.
  • Answered 10+ calls per hour, exceeding target call rates by 16%.
  • Established knowledge of protocols, answering customer inquiries, and reducing wait times by 7+ minutes.
Senior Training & Account Management Specialist, 10/2016 to 06/2020
Inova Health SystemChantilly, VA,
  • Lead and optimize on-boarding, role-based training, and process education geared toward improving quality and efficiency metrics for more than 20 Uber Experts.
  • Collaborated with contractors through local events and overhauling of client onboarding processes, which led to a 55% increase in client engagement.
  • Spearheaded development and implementation of new employee corporate wellness program, leading to 4x more participation.
  • Addressed customer needs, resolved disputes, and provided excellent customer service—exceeding 90% of the benchmark for active customer management and satisfaction.
  • Led evaluation and selection of new CRM system; spearheaded a cross-functional team (Technology, Business Development, Management) to implement the system; successful adoption accelerated new driver acquisition growth by 25% in 1 year.
  • Increased overall driver conversion rates from 11% to 23% on a goal of 15% within thirty days by regularly conducting calibration and coaching sessions.
Program Coordinator, 02/2016 to 08/2016
Homes For The HomelessCity, STATE,
  • Implemented a family recruitment strategy in collaboration with the Director of Childcare. Executed workshops and engagement activities, including presentations to over 200 shelter chief executives.
  • Created and developed targeted email campaigns for the firm's 1000+ email list; increased participation rates by 4%. Completed 100 cold calls per day and 120 emails per month.
  • Developed a pipeline of qualified candidates through networClaire with contacts in the industry as well as job boards such as LinkedIn, Monster, etc.
  • Assessed participant eligibility, program requirements, recertification, and benefits of the program in the context of organizational policies.
  • Managed the daily operations of a program that provided summer and after-school support to students in grades 6-12.
  • Created and maintained a comprehensive program calendar that included all meetings, events, classes and workshops.
Education
MBA: Project Management Candidate, Expected in 01/2024
University of South Carolina Aiken - Aiken, SC,
GPA:
  • 4.0 GPA
Bachelor of Arts: Criminology; Sociology, Expected in 06/2016
John Jay College of Criminal Justice - New York, NY,
GPA:
  • 3.5 GPA

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Resume Overview

School Attended

  • University of South Carolina Aiken
  • John Jay College of Criminal Justice

Job Titles Held:

  • Training Supervisor
  • Customer Relationship Manager
  • Senior Training & Account Management Specialist
  • Program Coordinator

Degrees

  • MBA
  • Bachelor of Arts

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