Customer Service Training

OBJECTIVE: Seeking a junior position in the project management field that

can utilize my strong organization, problem solving, and interpersonal

skills.

QUALIFICATIONS

. Strong leadership skills: direct staff management experience. Proven

ability to build trust and rapport from staff and peers. Ability to

develop commitment from team members towards project goals and to

delegate tasks to appropriate staff.

. Highly organized and detail-oriented: managed the schedule of a 75

member team. Demonstrated the ability to multitask and consistently

deliver positive results.

. Effective communication skills: responsible for all departmental

communication on process and systems changes. Strong listening and

counseling skills.

. Analytical thinking and problem solving skills: served as subject

matter expert on department policies and procedures. Provided real

time technical support for new and existing business applications.

. Highly motivated: achieved continued career advancement as the result

of improved business processes and increased team productivity.

WORK EXPERIENCE

Training Specialist - Labor Operations - Walt Disney World Resort, 2008 - 2010

Lake Buena Vista, FL

. Organized and developed training procedure manuals, guides and course

materials. Ongoing maintenance and updates based on feedback and

business changes.

. Managed business and technical training for new hires and current

employees. Facilitated the execution of all training plans and managed

training instructors.

. Identified and assessed training needs of staff by conferring with

managers and conducting surveys. Created individualized training plans

to help employees maintain or improve job skills.

. Monitored and evaluated training activities and program effectiveness.

Decreased turnaround times, streamlined work processes and improved

customer service.

Deployment Specialist - Labor Operations - Walt Disney World Resort, 2007 - 2008

Lake Buena Vista, FL

. Supervised and monitored daily call center operations. Adjusted

systems and staffing, researched and resolved escalated calls and

analyzed problems.

. Prioritized, assigned and reviewed the work of call center staff

responsible for providing customer service.

. Provided feedback and coaching to employees to improve job performance

and team productivity. Motivated team members to work together to

achieve goals.

Deployment Assistant - Labor Operations - Walt Disney World Resort, 2005 - 2007

Lake Buena Vista, FL

. Supported and provided customer service via call center.

. Handled and resolved customer questions and complaints.

. Promoted to team trainer within six months. Began development of

training program that would later lead to creation of Training

Specialist position within the department.

Merchandise Hostess - Walt Disney World Resort, Lake Buena Vista, FL

2004

Marketing Associate - Athletics Department - University of California 2001 -

Berkeley, Berkeley, CA 2004

Purchasing Assistant - Athletics Department - University of 2001 -

California Berkeley, Berkeley, CA 2003

EDUCATION

B.A., Mass Communications and Political Science, University of California

Berkeley, 2004

Cumulative GPA: 3.75

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