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Customer Service Sales

Location:
Tacoma, Washington, United States
Posted:
November 04, 2018

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Resume:

Al Jones

*** ***. ******

Sumner, WA *****

214-***-****

ac7lr9@r.postjobfree.com

SUMMARY

Results-oriented and Accomplished DDI Certified Corporate Trainer, placing emphasis in the following areas; customer service training, sales/fulfillment training, systems training, quality and development training as well as, operational development.

Areas of Expertise:

Instructional Design

Human Resources

Customer Service Training

Fulfillment Training - Customer Service / CRM – Sales Training

New Hire Training

Leadership, Management, Supervisor Training

Technical / Software Training / Implementation

Medical / Healthcare Training

Soft Skills Training / Core Skills Training

Train The Trainer Workshops

Instructor Lead Training

Distance Learning

Professional Experience:

Lennar Corporation, Austin, TX

Consulting – Salesforce Consultant Trainer (2016 -2018)

Worked with Subject Matter Expert(s) to test, develop salesforce customization for Lennar home builders

Delivered technical training designed to enable/educate the employees of Lennar corporation

Managed day-to-day event activities before, during and after course completion to ensure consistent and successful delivery

Developed Training Materials for online, remote and instructor-led training and configured training environments associated with different divisions within the Lennar corporation

Road Warrior – traveled up to 90% delivering training classes to Lennar employees

Hoovers, Austin, TX

Consulting – Human Resource/Sales Acquisition Trainer (2011 – 2016)

Human Resource –evaluated, trained/educated candidates on the role of Sales Acquisition Screener

Assisted with the hiring of Direct and Temporary candidates

Assisted with small business prospects with ecommerce transactions, including Hoovers Essentials, Lead-builder and Report purchases.

Participated in outbound calling campaigns with the objective of setting demo appointments for acquisition representatives.

Qualified prospects generated from webforms, webinars, events and segue qualified inquiries to acquisition representatives.

Consulting – Contract Trainer (2009 – 2011)

Worked with Operations Subject Matter Expert(s) to test, develop and deliver curriculum for Call Center Managers and Call Center Customer Service Representatives.

Worked as an acquisition sales screener for insurance companies, data subscriptions and auto industry companies.

Created and developed Customer Service Call Center Training Courses.

Created and developed Management and Leadership Courses.

Developed Instructional Application Procedures for Software Systems.

Developed sales and customer service fulfillment service manuals.

Assisted in the implementation and rollout of operational client based documentation.

Drive America Holdings, Inc., Carrollton, TX

Corporate Training / Quality Manager (2008 – 2009)

Worked with Operations Subject Matter Expert(s) to test, develop and deliver curriculum for Call Center Managers, Call Center Customer Service and Sales Team Representatives.

Created and developed Management and Leadership Courses, Assessments, Train the Trainer Workshops, Fulfillment Services Workshops, Customer Service Call Center Training Courses, Developed Instructional Application Procedures for Software Systems.

Assisted in the implementation and rollout of operational client based documentation.

Trained existing, new hires and field staff the procedures of software applications.

Established training goals and objectives with guidelines and procedures.

Developed and implemented quality assurance programs to ensure conformity to meet company standards of quality.

Motivated and developed subordinates to optimize their performance and their professional growth.

Analyzed, diagnosed, designed, planned, executed and evaluated work to time, cost and quality targets.

Pocket Communications, San Antonio, TX

Corporate Training Manager (2006 – 2008)

Worked with Operations Subject Matter Expert to test, develop and deliver curriculum for POS, Retail Sales Managers and Sales Representatives.

Trained Customer Service Representatives on company policies and procedures.

Created and developed Management and Leadership courses, Assessments, and Train the Trainer CRM Sales workshops.

Developed instructional application procedures for software systems.

Recommended enhancements to the delivery and training methods for using a web- based system.

Managed a team of 10 Lead Trainers and 12 Field Trainers.

Texas Department of Mental Health and Mental Retardation/

Department of State Health Services, Austin, TX

Contract Trainer – (2004-2006)

Software IT Implementation Trainer

Worked with Operations Subject Matter Expert to develop and deliver curriculum for field operations personnel.

Assisted in the implementation and rollout of a proprietary operational web-base system. Trained existing, new hires and clinical field staff the procedures of new applications.

Coordinated and conducted Regional Training Conferences/ supervising presenters and facilitators. Traveled State of Texas presenting WebCARE application(s) to statewide community centers.

H.L. YOH IT Tech, Austin, TX

Contract Trainer (2003-2004)

Software IT trainer for Deloitte Consulting.

Worked with Operations Subject Matter Expert to develop and deliver curriculum for field operations personnel.

Assisted in the implementation and rollout of a proprietary operation system.

Trained existing, new hires and field staff on procedures of new software applications.

EDUCATION

Arkansas State University, Jonesboro, AR

TECHNICAL SKILLS

Microsoft Office Products – Microsoft Word, Microsoft PowerPoint, Microsoft Excel

Macromedia Flash 8 – Captivate - Camtasia 2.6 – Information / Content Mapping

WebX – eLearn – Instructor Lead – MMS POS – Sentori – Visio



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