Customer Service Training
Resume:
Cindy Keeran
**** ********* ***** #***, ***** Springs, Florida, 33065
*****.******@*****.***
PROFESSIONAL BACKGROUND
United States Census Bureau, Coral Springs, Florida 03/2009 – 04/2009
Crew Leader
Responsible for the training and direct supervision of twenty listers and one crew leader assistant. Successfully
completed address canvassing project six weeks ahead of schedule. Delegated assignment areas for data collection
activities. Completed paperwork correctly and efficiently with little to no errors. Vigorously pursued quality by
analyzing computer generated reports and through observation.
Westwood College Corporate Office, Coral Springs, Florida 09/2008 – 01/2009
Contractor - Training Specialist
Used the knowledge gained in the E-Learning Instructional Design Certificate program to design creative and
interactive computer-based training courses in PowerPoint for various departments on a contractual basis.
Westwood College Corporate Office, Denver, Colorado 03/2007 – 06/2008
Training Specialist
Used the knowledge gained in the E-Learning Instructional Design Certificate program to design creative and
interactive computer-based training courses. Created five computer-based training courses for over 3000 employees
in preparation for Higher Learning Commission Accreditation candidacy. Worked with executives and subject matter
experts to build policies, procedures and training material in order to create consistency at Westwood College’s 18
locations across the nation. Maintained various databases of information. Conducted webinar training.
Anthem Blue Cross Blue Shield, Denver, Colorado 12/2001 – 03/2007
Trainer II
Transformed customer service by creating and designing an avenue in a database for representatives to access
member’s benefits online. Developed computer-based training courses and assessments using Lectora software.
Incorporated Adult Learning Principles and used Information Mapping to create modules, procedures, job aids, and
quick reference guides. Worked with teams across the organization on a new product launch called CDHP
(Consumer Driven Health Plans). Planned and implemented Quality Awareness Week where representatives were
rewarded for high quality in their jobs. Trained multiple 8-week customer service classes with 10 – 21
representatives in class. Tracked training classes and course evaluations through LearnPoint, a learning
management system.
Anthem Blue Cross Blue Shield, Denver, Colorado 03/1999 – 12/2001
Customer Service Representative
Answered phones and correspondence from customers requesting information or changes on their health insurance.
Created job aids to assist co-workers in their job.
ACCOMPLISHMENTS
• Earned E-Learning Instructional Design Certificate through ASTD (American Society for Training &
Development)
• Nominated by peers for Customer Service Representative of the Year for 2000 and 2001.
• Earned CTM (Certified Toastmaster), Secretary/Treasurer for 2 years - Toastmasters International Speaking
Club
EDUCATION
Colorado State University, Fort Collins, Colorado
Graduated in 1997 Bachelor of Arts degree
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate