Customer Service Training
Resume:
Carol Forde
715-***-**** *****@*******.***
Objective
____________________________________________________________________________
_________
Business support position allowing for parlay of demonstrated
organizational, customer service, communication, and project management
skills proven by more than 25 years of successful employment history.
EXPERIENCE
Sept 2010 - GSI Commerce Eau Claire, Wisconsin
Present Customer Sales & Support Agent
Assist customers by providing customer service with sales and
product and transaction research. Enhance revenue through
basic, cross-selling, and up-selling sales techniques in a call
center environment, working from home.
May 2010 - GSI Commerce Eau Claire, Wisconsin
Sept Learning Specialist
Conduct the delivery of training content for third party
contact center staff. Ensure expectations are met in addition
to delivering training of new hires on organizational policy,
procedures, proper call handling techniques and order entry
systems. Ensure that processes and training records are kept
and reported. Work with Learning Development team to review and
improve training materials in a third-party call center
environment. Responsible for trainee performance before,
during, and after training to measure effectiveness of training
up to and including 120 days of operational performance. Remain
up-to-date with client information and policy and procedure so
that existing and proposed programs can be reviewed and
evaluated, recommending appropriate changes. Work with peer
team to implement Learning vision, strategy and goals, ensuring
alignment with business objectives. Ensure Contact Center
representatives are continually provided with a firm
understanding of the latest marketing, product and order
processing revisions/changes.
May 2010 - Adecco Employment Services Eau Claire, Wisconsin
May 2010 Borrower Services Representative - Temporary Assignment - Great
Lakes Higher Education Corporation
Provide customer service to borrowers with student loans in a
call center setting. Federal security clearance in a highly
proprietary information environment. Meet call center metrics
on a daily basis utilizing advanced knowledge of student loan
parameters.
October 2009 - Chippewa Valley Technical College Eau Claire, Wisconsin
February 2010 Program Assistant - LTE Assignment
Responsible for continuing education and contracted training
course scheduling; faculty workload and payroll processing.
Provided administrative assistance to Educational Director and
campus administrator(s) in completion of special projects and
oversight of budget expenditures. Assisted campus
administrators in ensuring compliance with union contracts and
College procedures.
March 2009 - Habitat for Humanity Eau Claire, Wisconsin
March 2010 Newsletter Editor (Part-time Volunteer)
Designer, proofreader, editor and author.
February 2009 - The Crossroads Executive Search Basking Ridge, New
Jersey
October 2009 Independent Executive Staffing (Telecommute - Part-time
Volunteer))
Researched high level staff to fulfill employer search
contracts for Fortune 500 companies.
April 2008- Ashley Furniture Industries, Inc. Arcadia, Wisconsin
October 2008 Instructional Designer
Advanced technical writing; developed written instructional
courses in retail store management for internal/external
customers by working with subject matter experts to research
processes, gather standard operating procedures, process
appropriate documentation, and determine course objectives.
Authored instructional material for print and intranet site use
for database report creation and function(s) as well as updates
to software specific to day-to-day retail furniture store
accounting, inventory management, signage and cash receipt
functions. Developed job aids. Administrator for four monthly
managerial classes.
February 2007 - Ashley Distribution Services, Ltd. Arcadia,
Wisconsin
April 2008 Development & Documentation Coordinator
Advanced technical writer, editor and print manager for
employee handbooks for more than 10,000 employees. Responsible
for researching and authoring job how-to manuals for dispatch
and logistics. Created graphics and technical drawings to
enhance manuals and guides. Designed and maintained archive of
PowerPoint presentations for training and recruiting.
Coordinated logistics for events at multiple venues throughout
the U.S. Designed and edited four-page, monthly transportation
newsletter. Provided executive level administrative support to
department director.
July 2006 - IDEXX Computer Systems Eau Claire, Wisconsin
February 2007 Software Trainer
Performed veterinary practice management software training
during on-site training. 100% weekly travel throughout the U.S.
and Canada. Delivered full day training in software use.
Administered assessment exam and evaluations. Completed basic
foundation, database default settings, re-key, Go Live and
software customization training within expected time frame.
Worked independently (off site at customer locations). Ensured
hardware configuration collaborated with database performing
network and database troubleshooting. Coached staff through re-
keying to ensure database records survived software upgrades.
Provided post-training reporting to ensure proper after-market
support initiatives were met.
March 1999 - Marten Transport, Ltd. Mondovi, Wisconsin
July 2006 Training Manager
Researched and authored job how-to manuals for internally
written software, including Inventory Management database,
Parts Management database and Warranty tracking database.
Researched and created documentation for online work order
management database and created and delivered classroom
instruction to more than 200 shop staff nationwide. Authored
training manuals for dispatch, customer service and sales staff
and over-the-road truck drivers. Created archive of PowerPoint
presentations used for training, recruiting, and stockholder
meetings. Managed department staff utilizing non-linear digital
video cameras, peripheral equipment and editing suite for in-
house production of training and promotional videos. Wrote
scripts for training and promotional video projects.
Facilitated company-wide switch from OS2 to Windows PC's.
Initiated pre-employment testing procedures ensuring new hire
skill levels met company standards. Coordinated and facilitated
monthly Train the Trainer program.
March 1998 - Marten Transport, Ltd. Mondovi, Wisconsin
March 1999 Driver Education Coordinator
Administrator of weekly, four-day orientation program for new
hires. Developed orientation into a dynamic program delivered
by subject matter experts utilizing printed and multi-media
training aids. Created library of Power Point presentations
used for instructional presentations. Delivered weekly stand-up
training presentations live and via satellite to large groups.
June 1997 - Marten Transport, Ltd. Mondovi, Wisconsin
March 1998 Fleet Manager
Dispatched fleet of 65 satellite communication equipped trucks
in a fast-paced work environment. Utilized professionalism and
people savvy to prevent service failures and performance
problems. Managed fleet expenditures. Planned routing
assignments to achieve driver home time and tractor and trailer
service repair and maintenance needs. Tracked units via
satellite mapping to monitor on time pick-up and delivery of
freight. Interfaced with Management, Safety Department, tractor
and trailer repair shops and Customer Service department to
maintain integrity of freight schedule.
1990 - Maersk, Inc. Madison, New Jersey
1997 Executive Administrative Assistant
High profile role providing support to Executive V.P.of
Operations. Coordinated VP's domestic and international travel.
EDUCATION
Axia College (U. of Phoenix) A.A.B. Business,
GPA 3.8:4.0
Chippewa Valley Technical College Team dynamics, training
strategies, management skills,
conflict resolution, and
facilitation skills.
Parsons School of Design, NY General Studio and
Illustration
The New School for Social Research, NY Liberal Arts
academic classes
PROFESSIONAL STRENGTHS
. Superlative oral and written communication skills.
. Solid customer service background.
. Exceptional versatility and adaptability.
. Strong problem-solving skills.
. Dedicated to the productive synergy of team work.
. Ability to manage multiple tasks in a pressured environment.
. Advanced software skills.
. Research skills which produce consistent results.
. Ability to work diligently and effectively without
supervision.
. Advanced technical writing skills.
PROFESSIONAL SKILLS
. Proficient in Microsoft Office Suite, Microsoft Map, Visio,
Front Page, SharePoint, Snag It, Adobe
InDesign, Illustrator and Photoshop, Cornerstone, DeLorme
atlas, Banner database, Epiphany order management, AS400,
networked electronic file system design, Internet and GPS
technology.
. Web designer and Webmaster for various privately contracted
organizations.
. Tested typing speed of 81 words per minute.
. Lean Advisors Lean Office Workshop graduate.
. Langevin Learning Services training in Instructional Design
for New Designers Workshop,
Training Needs Analysis Workshop, and Successful Training
Manager Workshop.
. 21st Century Leadership Management Program at Development
Associates.
. Foundations workshop addressing Lean, Six Sigma and process
flow management.
. Eight week Management Skills program with Coaching Forward of
Eau Claire.
. American Management Association programs: How to Develop and
Deliver Powerful Employee
Orientation Programs and How to Write User Manuals Technical
Writing Workshop.
. Operation of hardware peripherals including MFD's, printers,
scanners, copiers, digital cameras and
external file saving devices.
. Successful completion of online courses in medical terminology
and medical billing.
REFERENCES
James Carrier, Executive Sales Director, 5990 Kingstowne Towne Center,
Alexandria, VA 22315 - ***.*******@*****.***,
Susan Baier, Chief Information Officer, Management Select, LLC, 7621 Prill
Rd., Eau Claire, WI 54701 - ******@****************.***, 715-***-****
Tom Qualman, Human Resources Director, Ashley Distribution Services, Ltd.,
One Ashley Way, Arcadia, WI, 54612, ********@***************.*** - (608)
323-6645
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