Customer Service Training
Resume:
Elizabeth Anne Orta
Clarksville, TN 37040
Cell: 931-***-****
abkmn0@r.postjobfree.com
Objective
To secure a challenging, progressive mid-level position providing
administrative and customer support for an organization which values
experience, education, training and proven skills
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Summary of Qualifications
. More than decade of experience in exceptional Customer Service
. Exceptional communication, retention and interpersonal skills
. Proficient at decision making and problem solving
. Effective strategic planning and organizational skills
. Strong analytical and high level critical thinking ability
. Results oriented and ability to meet deliverables with aggressive
deadlines
. Flexible and adaptable to changing work environments
. Distinguished experience in coaching and counseling students from
multicultural backgrounds in professional development and career building
. Aptitude for relationship and team building
. Proven leadership ability in various capacities
. Strong proficiency in technology and ability to leverage this knowledge
to achieve professional objectives
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Professional Experience
Convergys, Inc.
Management Associate Trainer 2008-2010
Clarksville, TN
Responsibilities include:
. Developing, maintaining and reporting student records
. Instructing associates to client standards and introducing new hires
to company culture standards, and expectations to include agent
counseling and development
. Utilizing and facilitating effective presentation and creative
training techniques and adult/accelerated learning techniques.
. Responsible for maintaining precise and accurate payroll, scheduling
and time management systems.
. Instructing modular classroom enhancements and five-week complete
courses during day and evening hours
. Instructing, monitoring, training, supervising, coaching and
counseling of students from various backgrounds, age groups and
cultures.
. Created and implemented Agent Progression Checklist, Agent Workbook
Study Aide for AT & T Training, and Instructors Pocket Curriculum
Guide
. Implementing, training and assisting with the Learning Services
training website roll out in our Center.
Convergys, Inc.
Customer Service & Problem Resolution Representative, 2007-2008
Clarksville, TN
Responsibilities included:
. Telecommunications Customer Support for AT&T
. Clarifying, probing, understanding, and resolving various customer
requests through first contact resolution requirements
. Meeting customer deliverables with accuracy while meeting deadlines in
a communicative customer service environment
. Filing and maintaining complete and accurate customer records
. Displaying extensive equipment, computer, product, and service
knowledge
. Initiating resolution and contributing in a team environment to
improve productivity using conceptual and critical thinking
Veterans of Foreign Wars, Ladies Auxiliary, District 6
Volunteer, 2002-2007 Ann Arbor,
MI
Responsibilities included:
. Conducting monthly meetings and quarterly audits, managing monthly
newsletter, assisting in the recruitment of new members, managing and
reconciling funds, assisting with implementation of special events,
and assisting processing of membership applications on both an
Auxiliary and District Level
. Inspecting Auxiliaries within the District to ensure correct
procedural specifications and financial accuracy.
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Education
Masters in Business Administration, Graduation 2010
Cleary University, Ann Arbor, Mi
BBA, E-Commerce, 2003
Cleary University, Ann Arbor, Mi
AA, General Studies, 1999
Washtenaw Community College Ann Arbor, Mi
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Certifications
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Awards and Accomplishments
. Trainer of the Month, June 2009, Convergys, Inc.
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