Customer Service Training

Janeen M. Allen

**** ****** ****** ********, ** *0213

770-***-**** . ******.*****@*****.***

Skilled Trainer with experience in classroom and individual learning

techniques primarily in the Telecommunication and Customer Service

industry. Adept in structuring training modules based on the audience

needs. Demonstrated strong leadership skills by supervising/coaching two

units along with serving as a primary point of contact for senior

executives. Demonstrated the ability to build cohesive teams and manage

projects from inception to completion while working under stringent

timeframes.

CORE COMPETENCIES

. Quality Improvement

. Identifying Trends

. Strategic Relationship Building

. Performance Improvement

. Create detailed Training Material

. Problem-Solving

. Managing a team

. Data Analysis

[pic]

EXPERIENCE

06/2012 - Present Training Specialist - VoIP (Contract)

ComSolutions Atlanta, GA

. Compose and/or update training material including reference guides for

Cisco IP phones.

. Facilitate web and classroom End User training sessions for

telecommunication products primarily VoIP.

. Support Go Live Day 1 and 2 to ensure smooth transition for End User

and technical team.

. Coordinate training details including schedule with Project Management

Team and provide status updates.

04/2003 - 05/2012 Training and Quality Assurance Supervisor

Access Insurance Company Atlanta, GA

. Facilitate classroom and web New Hire and Continuing Education

training sessions for all departments focusing on the Sales,

Underwriting, IT and Customer Service departments.

. Compose and/or approve training modules along with assessments for

each training class. Modules include Soft Skills Basics, Train the

Trainer and How to Handle a Difficult Customer.

. Supervise team of senior level representatives responsible for

resolving escalated problems varying in nature.

. Identify trends and communicate findings along with ideas for process

improvement to the appropriate management team and include in monthly

QA and Training Newsletter.

. Provide communication including metrics to management identifying the

status of each training session.

05/2002 - 04/2003 Employment Coordinator Bankstaff

Atlanta, GA

. Recruit, screen, interview and place qualified professionals in

positions on all levels within the banking, mortgage and distribution

industries.

. Responsible for human resource concerns including counseling, worker's

compensation, unemployment claims, payroll, benefits and salary

administration.

EDUCATION

Business Economics, Florida A&M University,

Tallahassee, FL

Contact this candidate