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Customer Service Training

Location:
Fort Lauderdale, FL
Posted:
October 14, 2018

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Resume:

PROFILE:

Dedicated higher education professional with combined 15 years of experience in the areas of management, leadership, customer service and academic support. Specific expertise in the areas of staff management, customer services, implementation and assessment of training programs, and new technologies.

OBJECTIVE: To work as a Bilingual Customer Service Representative, Work-from-Home.

SUMMARY OF QUALIFICATIONS:

Student Services:

Collaborate as a primary communication liaison between our department’s students, faculty members and administrators.

Reach out to faculty members by phone or email to report improvements or areas of concern about their students.

Design and analyze monthly surveys to identify weaknesses and strengths in our services.

Implement and deliver customer services training sessions to a team of 50 tutors each semester

Reach out to the proper channels to solve complains from students

Design and deliver workshops and presentations to approximately 60 students per week

Design and deliver workshops and presentations to approximately 60 students per week

Plan and implement weekly academic activities such as orientations, workshops, exam reviews, and marketing campaigns at the Computer Sciences Lab, to assist approximately 1200 students per semester

Manage students’ database. Design and submit weekly reports on students’ academic progress to the corresponding departments and faculty members.

Reach out to early- alert students to place them into one-to-one tutoring sessions.

Troubleshooting computers at the computer lab

Post-Secondary Adult Vocational:

Assess the needs of students with disabilities to properly place them into the program.

Advise students in their career paths based on their skills, interests, abilities and constraints.

Teach Computer Skills to students with disabilities

Administrative:

Supervise a team of 15 tutors

Screen, interview, and hire personnel

Develop and implement new guidelines for scheduling in the Computer Science Department

Design and oversee schedules for personnel and events

Manage records for students and personnel

Design and coordinate monthly training sessions for tutors

Supervise payroll for the lab personnel

Contact publishers to review instructional materials each semester

Contact faculty members and students on a daily basis to advertise events

Elaborate marketing campaigns for all events at the lab

EDUCATION:

Currently seeking a master’s degree in Instructional Technology - FAU

Bachelor’s degree in Business Administration

Florida Atlantic University, Boca Raton FL - December 2008

Graduated with Honors

PROFESSIONAL EXPERIENCE

Senior Specialist Academic Resources - Computer Sciences January 2005 - Present

Broward College-South Campus, Pembroke Pines, Fl

Lead and manage the Computer Sciences Lab and personnel by providing supervision for tutoring standards, academic and customer service support initiatives, and training to students and tutors.

Hire, evaluate and coach a team of 15 tutors

Establish and monitor customer service training to the lab personnel

Monitor and analyze student tracking data and prepare weekly reports used to assess students’ needs and progress.

Establish and facilitate study group sessions for students taking computer science classes

Serve as the department liaison to faculty, students and administrators.

Negotiate and solve disputes involving students and staff members to ensure a safe academic learning environment in the computer lab.

Develop and implement new guidelines for scheduling.

Post-Secondary Adult Vocational Program Assistant 02/2002 – 01-07

Broward College, Pembroke Pines Florida 33024

Coordinate all academic activities for non-traditional adult students enrolled in the Broward College Vocational program.

Assess the needs of students with disabilities to refer them into our college’s special services and properly place them into the program

Advise students into their career paths according to their skills, interests, abilities and constraints.

Assist with the selection of learning materials such as software, books, and training packs.

Deliver students’ training in computer skills, office skills, accounting and medical software.

COMPETENCIES

Committed through my professional demeanor and involvement in college activities above and beyond my position’s responsibilities.

Detail-oriented, determined to help current and perspective students to reach their academic goals, as well as to promote and enforce the institution’s policies and procedures

Strong computer skills beyond Microsoft Office programs

Excellent communication skills. Proficient in English and Spanish

Capable of effectively working under time constraints and stressful situations

LEADERSHIP

During my time working at Broward College, I have been able to elaborate and implement strategies to better serve our students. As a result, student participation in our tutoring events increased by 65% compared to previous semesters. In addition retention, course completion and GPA per student participating in our tutoring activities increased accordingly.



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