Customer Service Training
Resume:
Ms. Toni Alexandra Evola
Lewisburg, TN 37091
E-Mail: *****.*****@***.***
EDUCATION
Middle Tennessee State University, B.S., Mass Communications, 1994
EXPERIENCE
Patrol Officer/Field Training Officer/Detective
City of Franklin, Police Department
June 2002 – June 2011
Responsible for patrolling and enforcing state and local laws relating to public safety and
welfare. Control traffic, prevent crime or disturbances of the peace, and arrest violators.
Have knowledge of local ordinances, traffic law, and state and Federal civil and criminal
law. Provide testimony before City, Juvenile, General Sessions, Grand Jury and Circuit
Courts. Collaborate with local, state and Federal law enforcement agencies. Detective
work included investigation, interviews, and working with the judicial system and other
governmental agencies. Experience creating reports, statistical information, and other
ongoing paperwork. Experience as a media spokesperson for the department on an as-
needed basis.
Product Trainer
Informatica Corporation
December 1999 – February 2001
Provided on-site instruction and consulting services related to enterprise-level data
warehousing, design, architecture and maintenance to Fortune 500 companies and
strategic alliance partners. Created client presentations. Preparation for on-site, classroom
training included creation of coursework material and presentations, metadata analysis,
integration of source data, creation and maintenance of routine and statistical reports,
survey preparation and analysis, and detailed administration duties. Performed continual
and follow-up customer service, and resolution of customer service issues.
Senior Integration Analyst/Senior Training Specialist
ELabor.com (Formerly jeTECH Data Systems, Inc.)
February 1998 – December 1999
Provided consulting and analyst services to Fortune 1000 companies, implementing
advanced ERP/LRP systems. Additional responsibilities included creation of client
presentations, developing, maintaining, and implementing technology training related to
Labor Resource Planning/Enterprise Resource Planning for the manufacturing, health
care, mining and airline industries. Preparation for on-site classroom training included
integration and analysis of source data, creation and maintenance of routine and statistical
reports, survey preparation and analysis, and detailed administration duties. Performed
continual and follow-up customer service, and resolution of customer service issues.
Product Consultant
Medical Information Management Systems
August 1997 – February 1998
Developed and implemented high-level medical records and practice management
technology presentations for the health care industry. Additional responsibilities included
consulting with group medical practices with regard to the ECS (Electronic Claims
Submission) process and architecture, and providing assistance with the implementation
of Web-based access, and sharing of medical records on an international basis.
Preparation included creation of client presentations, creation and maintenance of routine
and statistical reports, survey preparation and analysis, and detailed administration duties.
Performed continual and follow-up customer service, and resolution of customer service
issues.
Training Coordinator
WebMD (Formerly ENVOY Corporation)
June 1996 – August 1997
Responsible for the design, implementation, and maintenance of the first standardized
training program for ENVOY Corporation and its subsidiaries. Authored the first interactive
CBT & Orientation for ENVOY Corporation. Additional responsibilities included creation of
training materials, supervision of personnel in training, and orientation of new employees.
Performed continual and follow-up customer service, and resolution of customer service
issues, including escalated issues.
Staff Writer
The Nashville Business Journal
May 1994 – March 1995
Provided coverage of small business and retail in Metropolitan Davidson County and
surrounding areas. Researched background information, interviewed principal contacts,
and wrote deadline-driven stories.
Staff Writer
The Tennessean
May 1992 – May 1994
Provided coverage of State and local crime, government, business, and lifestyles.
Researched background information, interviewed principal contacts, and wrote deadline-
driven stories.
SPECIFIC AREAS OF EXPERTISE
• Coursework materials preparation.
• Providing training in varied settings including classroom, call center, small groups,
train-the-trainer, and one-on-one.
• Experience with time-sensitive, statistical reporting.
• Project management.
• Handling of and resolution of escalated customer service issues.
• Negotiation skills.
Contact this candidate