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