Training Sales

**** **** *** *****, ******** Springs, CO *****

C: 719-***-**** . ****.****@*****.***

Career A dedicated professional, with a reputation for modeling positive

Highlights attitudes, values, behaviors, and a passion for quality

19 years of customer care experience in a call center

Self-directed coach and leader

Strong interpersonal and communication skills, with an ability to

motivate others

Comprehensive understanding of adult learning styles, training

methods and medias

Certified High Performance Coach through Aslan Training & Development

Experience DELUXE SMALL BUSINESS SERVICES, Colorado Springs, CO

2008 - 2010

Training Specialist

2009 - 2010

Classroom training delivery for incumbent employees as business needs

dictated for soft skills, industry knowledge, telephone

operation/skills, product, software, process, and team building

Member of project team that performed ongoing analysis on the

company's new hire training program for Small Business Services

Partnered with site leadership to communicate and embrace change in

the workplace

Received coaching/feedback and implemented action to make changes as

appropriate

Customer Management Representative

2008 - 2009

Received inbound sales calls via phone, mail and fax, using strong

selling and influencing skills to achieve or exceed revenue targets,

retention, accuracy and customer satisfaction goals.

Educated customer on improvements and new opportunities for their

business needs, consistently resolve customer stated and unstated

needs.

Consistently used current sales approach and questioning techniques

with each product or service offered, providing appropriate responses

on pricing and identifying/help overcome pricing objections.

Utilized customer fulfillment process and tools to ensure timely and

accurate translation of customer transactions, including pricing

products, initiating proofs, coordination with image center,

releasing orders to manufacturing and following through with the

customer.

Received coaching/feedback and implemented action to make changes as

appropriate.

Maintained consistent adherence to service compliance requirements.

Starbucks, Inc, Colorado Springs, CO

8/2007 - 08/2008

Shift Supervisor/Barista

Lead and served with the Green Apron behaviors expected of a Shift

Supervisor; set the example by consistently coaching and modeling

effective team behaviors that raised the bar for overall team

performance.

Efficiently executed store operations during scheduled shifts;

ensured key tasks were completed and kept shift team focused.

Effectively carried out store plans to increase sales and control

costs.

Ensured compliance to all cash, safety, security and other policies

during shift.

Consistently served customers with quality products and experiences,

thereby promoting customer loyalty and brand image.

Deluxe Financial Services, Syracuse, NY

1988 - 1995/1997 - 2006

Intermediate Training 1999 - 2006

Specialist

Acted as performance consultant to site leadership in the

identification of performance gaps, recommendation of appropriate

training interventions and measurement of performance improvement

results.

Designed and delivered training programs such as new product

training, software release training, and new client on-boarding

programs, using the ADDIE model.

Consistently incorporated adult learning principles, visual aids,

role-plays, exercises, demonstrations, and other accelerated learning

techniques within curriculum design and delivery.

Performed ongoing needs analysis; created and revised training

materials to facilitate better learning transfer.

Achieved an average satisfaction rating of 2.8 on a 3.0 evaluation

scale from 250 training sessions over a 7-year period.

Coached incumbent and new-hire employees toward skill development and

performance improvements

Created and maintained objective and concise new hire employee

documentation.

Mentored new trainers, as well as incumbent associates who desired

training experience.

Process Analyst 1998 - 1999

Monitored Customer Care processes and procedures to identify and reduce

inefficiencies.

Developed and documented new processes using Visio software.

Implemented process changes that reduced fraud prevention and data

entry inefficiencies by 20%.

Partnered with training to translate documented processes into

effective training materials.

Mail Center Mentor 1997 - 1998

Coached over 100 Data Entry associates through system and procedural

comprehension.

Served as a peer coach for other mentors to increase the effectiveness

of their coaching skills.

Co-created a comprehensive Mail Center training manual.

Selected as Training Assistant during rapid expansion of Mail Center

department.

Manufacturing Process

Support 1988 - 1995

Performed various manufacturing functions; maintained an above average

orders-per-hour rating; met all service levels; held consistently low

error rate through attention to detail

Awards Recipient of numerous Deluxe Shared Value Awards for Quality,

Innovation, Respect & Dignity for All, & Partnering for the Common Goal

Starbucks Partner Recognition MUG Award

Technical Skilled with Microsoft Word, Excel, PowerPoint, and Outlook

Skills Experience with RWD Technologies Info Pak software suite

Certificatio Aslan Training & Development, certified High Performance Coach

ns & The Training Clinic, certified Facilitator

Affiliations American Society of Training and Development, Pikes Peak Chapter member

Habitat for Humanity, volunteer

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