Customer Service Training

CHERYL A. BRYANT

813-***-**** ? abi8dx@r.postjobfree.com

. Flexible, creative, dedicated, self starter, learner-

centered

. Over a decade of design and delivery experience in corporate

training

. Specialization in call center and computer application

training

. Extensive collaboration with business partners

. Attention to detail produces goal driven results

. Highest level of professionalism and personal

integrity

. Superb leadership and organizational skills

. Masters degree in education

PROFESSIONAL EXPERIENCE

Training and Development Specialist St. Petersburg, Florida

FIS, Inc. 2008 - 2010

. Developed Web based training using Captivate and Articulate.

. Created and presented training for sales associates and financial

institutions.

. Trained new hire classes resulting in an average of 98.8% growth in

learning from pretest to posttest.

. Designed and developed Participant and Resource Guide, PowerPoint

presentations, and assessment tools.

. Conducted Train the Trainer sessions for out of state business

partner via LiveMeeting on systems and procedures.

. Conduct needs analysis for department of 70 participants on an

ongoing basis. Develop and deliver Advanced

Skill Training classes based on areas of opportunity. Follow up with

both large groups and individuals as needed.

. Prepare department for federally mandated test resulting in 45% of

department scoring 100%. Overall average score of department was

98%.

Instructional Designer Tampa, Florida

Jim Walter Homes, Inc. 2007

. Created instructional material on using Google Earth for Market

Analysis. Co-conducted distance learning

classes on this process using WebEx.

. Updated content and format of customer service training, SAP

training, and equipment training.

. Visited the field and worked with subject matter experts to create a

Construction Manager Resource Manual.

Tutoring Program Designer Largo, Florida

Greater Largo Public Library 2006 - 2007

. Created and executed plan to create a new tutoring center in

coordination for the Greater Largo Public Library Foundation.

. Selected, and ordered all needed equipment, furnishings, books, and

reference material based on a $17,600 budget.

. Designed space, flow, and floor plan for center.

. Promoted the center in local schools and organizations which yielded

desired promotion of center and recruitment of volunteers.

. Supervised successful daily operation of tutoring center.

Volunteer Educator Abroad Belize, Central America

King's College High School 2005 - 2006

. Raised financial support necessary to serve as a volunteer for one

year.

. Taught English and computer skills to underprivileged students in an

underdeveloped area.

. Planned, coordinated, and facilitated school wide programs and

activities.

. Mentored individual students and facilitated a weekly student led

organization.

. Motivated, encouraged, and educated the staff through seminars,

meetings, literature, and activities.

CHERYL A. BRYANT

page two

Training and Development Specialist Tampa, Florida

Bisk Education, Inc. 2004 - 2005

. Created all new participant and instructor training manuals for

entire sales force.

. Partnered with leading universities to ensure successful course

integration for online participants.

. Trained new employees on critical information about our partner

universities, sales and customer service techniques.

. Ensured all training material was accurate and up to date by

researching university policies and procedures

and updating training materials accordingly.

. Instituted monthly "Lunch and Learn" sessions which increased

efficiency and team motivation.

. Led highly successful company wide team building activities for 400

employees.

Corporate Trainer St. Petersburg, Florida

PSCU Financial Services, Inc. 1998 - 2003

. Trained, supervised, and coached new employees in telephone,

computer, and customer service skills.

. Instructed technical and soft skill classes to every level of

organization.

. Self taught on numerous new programs and systems, which I then

trained and served as our company expert.

. Utilized PlaceWare for long distance training of account executives

in the field.

. Planned and implemented a Bring Your Children to Work Day with

educational theme involving hands on activities, tours, and

interaction for approximately 180 children each year.

. Instrumental in company's incentive and recognition programs. Led

committee that designed department's first recognition program.

Provided training as a component of companywide incentive program.

Software Trainer Clearwater, Florida New Horizons

Computer Learning Center 1997 - 1998

. Aggressively self taught on over 20 computer courses including

various versions of Windows, DOS, Microsoft Office applications,

CorelDraw, PageMaker, and other programs.

. Instructed classes for different ability levels of these classes

often with only one day preparation time.

Call Center Trainer Tampa, Florida

Beneficial Tax Masters, Inc. 1996 - 1997

. Participated in start up training program employing team teaching.

. Designed curriculum, selected and created training materials, and

implemented innovative training techniques.

. Monitored calls for quality assurance and provided appropriate

feedback and coaching.

EDUCATION

Graduate Courses in Adult Education University of South

Florida

Master Degree in Reading Education Towson State University,

Maryland

Bachelor Degree in Early Childhood Education Indiana

University of Pennsylvania

PROFESSIONAL ORGANIZATION

American Society for Training and Development - Served on

Communications Committee

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