Customer Service Training

Kimberly Patrick-Barker

*** ******* *****, ********, ** 11201

Numbers: Cell: 347-***-****- Home: 718-***-**** Email:

*****************@*****.***

HIGHLIGHTS OF QUALIFICATIONS

. 18+ years of experience providing outstanding administrative support.

. A motivated self-starter, able to quickly grasp issues and attend to

details while maintaining a view of the big picture.

. Expert in juggling multiple projects and achieving on-time completion

within budget.

. Creative, resourceful and flexible, able to adapt to changing priorities

and maintain a positive attitude and strong work ethic.

. A clear and logical communicator, able to establish rapport with both

the client and colleagues.

. Motivated individuals to achieve organizational objectives.

PROFESSIONAL EXPERIENCE

Training Supervisor

First Transit, Long Island City, NY

2011-

Present

. Trained 300 call center representatives on all aspects of quality

customer service.

. Analyzed training needs to develop new training programs or modify and

improve existing programs.

. Recruited and administered new hires orientation and training.

. Facilitate training sessions on ADEPT software systems updates.

. Trained "Soft skills Refreshers (300 employees)." Developed an action

plan and roll out schedule.

. Maintain an atmosphere of continuous learning through development of

presentations, workshops, internal communication, FAQ's, Q&A's, Tips

and Tricks, etc.

. Rounded tabled Policies and Procedures, for the employee's manual.

. Monitored the CMS queue, assisted supervisors and agents when needed.

. Calibrated and evaluated agents call via the NICE system.

. Implemented management training for incoming supervisors for required

duties.

. Train instructors and supervisors in techniques and skills for training

and dealing with employees.

Senior Trainer and Assessment Specialist

City University of New York/CUNY- 311 Projects

2005-2010

. Created and delivered agency training material for in excess of 605 new

hire CUNY students.

. Recruited and interviewed students from various CUNY Colleges, to work

part-time as a 311 representative.

. Designed and delivered a mentoring program for CUNY students call center

representatives.

. Assisted in the design and co-delivered a 1-week train-the-trainer

program for a twelve-instructor team.

. Developed training schedules and managed the use of training spaces.

. Assessed class sessions and provided evaluation of training staff

performance.

. Trained and mentored students and trainers on new processes, procedures

and techniques.

. Conduct or arrange for ongoing technical training and personal

development classes for staff members.

Training Development Coordinator /Consultant (Part-Time)

Answer Inc.

1996-2010

. Provided detailed oriented training for Local 1180 union employees in

workplace literacy (Microsoft Office Suite).

. Performed administrative duties; class scheduling and attendance.

. Tracked on-line registration of classes by associates via the intranet.

. Modernized training materials, curriculum and manuals, for employees.

Trainer/Consultant (Part-Time)

Clinic Courses

2003-2005

. Conducted training with small groups of doctors, pharmacist,

administrative assistance and nursing staff

. Assisted staff in Beth Israel while they initiated use of the Prism

software in the units.

. Provided training solutions for hospitals that were implementing

Computerized Physician

Order Entry (CPOE), software packages including IDX Carecast Patient

Scheduling.

Teacher-New York Supplemental Educational Services-K12 (Part-Time)

Kaplan, New York City

2004 - 2005

. Assisted students from grades 6th-8th to improve skills and test

strategies using Kaplan's

standard-aligned curriculum in English, math, and reading with the

purpose of improving performances for state

assessment tests.

. Administered per and post-test diagnosis of student's academic needs.

Corporate Trainer

EquiServe, LLP. Jersey City, NJ

2000 -2002

. Provided in-house training for employees on-site and at satellite

offices.

. Assessed training objectives for the corporation.

. Created a functional technical lab via IBM computers.

. Supervised written and practical exams reviewed and updated curriculum.

Corporate Trainer

RH Donnelley

1996 - 2000

. Duties included organizing for the sales force, sales support using

Cadis, Ad selling software.

. Developed written in -house /sales procedures and policies for the sales

force and sales support.

Education: Bachelor's of Arts: Marymount Manhattan College, New York City

23 credits-Early Childhood Education: Essex County

Community College

Certification: Instructional Design and Development: Lagevin Learning

Service

COMPUTER SOFTWARE SKILLS

. Microsoft Office XP-2007 : Word, Excel, PowerPoint, Publisher, Outlook, Access

. SharePoint

. Blue Pumpkin

. Avaya Management Systems Supervisor

. Neptune Intelligent Computer Engineering (NICE)

. ADEPT Software

. IDX Carecast Software

. Customer Service Management System (CSMS)

. Siebel Software

. SCAN/Mainframe database (Department of Sanitation)

. Hansen 8 Database Fire Hydrant Emergency (Department of Environmental

Protection)

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