Customer Service Quality Assurance
Resume:
Heather M. Wilson
***** *. ** ** *** Grove, MO **604
*******.*********@*****.***
T-Mobile USA- Trainer January 2006-September 2010
Called New Hires prior to first day to give them information about the job and answer questions
Prepared lessons to train new hires, policy, procedures, phone use and etiquette, soft skills
Processed I-9’s and helped with New Hire ordination
Developed new activities for classes
Did Quality Assurance to ensure accuracy
Answered questions, took supervisor calls, and coached people to improve performance
Followed up on new hires
Did documentation for people reporting to me
ADT Security Services- Trainer February 2002-January 2006
Checked CBT assessments and trained areas not covered by CBT
Trained new hires policy, procedures, phone use and etiquette, soft skills, customer service skills
Developed new activities for classes
Answered questions, took supervisor calls, checked alarms for accuracy then coached to improve
performance
Did documentation for people reporting to me
Disney Catalog- Representative, Trainer, In Charge Trainer, Training Supervisor December 1998-
February 2002
Took calls and provided Disney Class Service
Worked help desk for Disney Dining (answering reps questions about systems, policy,
procedures, restaurants on Walt Disney World Property)
Trained Disney Dining, Disney Catalog, Guest Relations, Disney Club, and Disney Auctions
Supervised Trainers, created training schedules, assigned trainers and training rooms
Hired new trainers
Created continuing education classes, created training for Disney catalog, Disney Club
Did documentation for people reporting to me
Additional Skills
Use Microsoft word and excel
Type 55 words per minute
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