Call Center Trainer Resume Samples

SB
S Blanda
Sabrina
Blanda
4931 Smith Valley
New York
NY
+1 (555) 476 3301
4931 Smith Valley
New York
NY
Phone
p
+1 (555) 476 3301

Experience

Experience

10/2014

present
Chicago, IL
Call Center Trainer / Team Lead, Seasonal
Chicago, IL
Call Center Trainer / Team Lead, Seasonal
10/2014

present
Chicago, IL
Call Center Trainer / Team Lead, Seasonal
10/2014

present

  • Develop, coach, support, and evaluate associates on the team
  • Works closely with the Quality Assurance role and management team to trend training/performance gaps and develop methods to close those gaps
  • Coordinates all assigned projects, ensures projects are completed by target deadlines and provides project status updates to management
  • Coordinates all assigned projects, ensures projects are completed by target deadlines, and provides project status updates to management
  • Determines instructional methods, such as individual training, group training, lectures, demonstrations, developing e-learning modules, meetings and workshops
  • Provide written feedback to reps and supply managers/supervisors on areas of focus with reps on the team(s)
  • Development and continual improvement of the IB Call Center CSR training processes

09/2011

06/2014
Boston, MA
Healthcare Call Center Trainer
Boston, MA
Healthcare Call Center Trainer
09/2011

06/2014
Boston, MA
Healthcare Call Center Trainer
09/2011

06/2014

  • Teach classes or assist other Patient Care Liaisons in a classroom and work setting
  • Provide training assessments to NCCM managers and directors
  • Delivers training with tact and diplomacy to new and existing employees across the enterprise
  • Train consistently on new processes in any center
  • Convey timely performance information to the Trainer and Training Manager throughout the training process/cycle
  • Effectively and consistently utilize provided training materials (i.e. facilitation guide, established learning activities, assessment tools)
  • Supervise a team of new hires during multi-week training events and provide direct feedback on performance and behaviors

07/2007

03/2011
Philadelphia, PA
Call Center Trainer
Philadelphia, PA
Call Center Trainer
07/2007

03/2011
Philadelphia, PA
Call Center Trainer
07/2007

03/2011

  • May work with vendors to bring in external training courses
  • Define gaps or process breaks and implement improvement through on-going maintenance of our training curriculum
  • Work closely with the Training and Policy Team to assure training content is updated and aligned with Abuse Standards/Terms of Service
  • Good knowledge of Quality/Process Improvement techniques
  • Create and update training content and reference materials with an emphasis on e-learning and virtual classrooms
  • Ensures class objectives and learning curve performance metrics are achieved according to pre-defined plan
  • Ensures all class objectives are achieved and learning curve performance metrics are achieved according to pre-defined plan

Education

Education

Bachelor’s Degree in

Education

Bachelor’s Degree in

Education

The University of Alabama
Bachelor’s Degree in

Education

Skills

Skills

  • Capable of multi-tasking, highly organized, with excellent time management skills
  • Good working knowledge of productivity tools such as MS Office Applications
  • Highly organized and detail-oriented
  • Excellent knowledge of Microsoft Office Products
  • Ability to generate rapport with a wide audience of people and cultures
  • Good listening and consultative skills
  • Knowledge of the company’s products, services and business operations
  • Strong facilitation skills
  • Strong training program design experience
  • Excellent verbal and written communication skills