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Customer Service Training

Las Vegas, NV
January 30, 2019

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Talent Development: Design instructional system and manage training programs. Train team members in the use of automated computer system for effective handling of customers/accounts. Perform work flow analysis on clerical support, professional and management units by interviewing and watching them perform, and then reviewing common errors occurring in different situations. Produce computerized/multimedia presentation materials for employee meetings and other functions.

Human Resource Development: Articulate and effective communicator and trainer. Inspire a team commitment to company goals, management objectives, and high quality performance standards. Conducted Employee Orientation and New Hire Training classes.

Computer Systems: Skilled in use and development of data collections and spreadsheet programs for accounting statistical analysis, and reporting functions. Assisted in the computer systems installation and full training of employees.

Troubleshooter: Analytical with an established track record for identifying complex problems; resourceful and inventive in developing and implementing creative solutions with enhanced sensitivity to cost, efficiency, and deadlines.

FRIAS Transportation Management 2016–2019

Corporate Training Manager

Work with senior leadership to ensure the development and implementations of overall organizational quality improvement plans are constructive and in line with company goals. Oversees and coordinates the daily operations of the companies Employee Training Department to ensure operational efficiency, regulatory training compliance, employee safety training and continual education of employees based on regulations, trends, new processes and recommendations from internal and external support services.

Identify, develop, oversee and/or coordinate all training classes to assure all employees are current with required and requested training.

Support Committees by coordinating/developing/presenting training programs with measurable goals using various media formats and preparing reports that demonstrate training outcomes.

Develop creative and innovative customer service training programs that drive interest, retention and effectiveness.

Portfolio Recovery Associates 2012–2016

Talent Development Specialist

Delivery, evaluation, and customization of hands-on instructional programs that improve efficiency, increase productivity, enhance quality, and strengthen financial results. Strong analysis, planning, and organizational abilities combined with effective problem resolution and relationship management skills.

Designed training programs, each in multiple forms for media, including the Internet, Powerpoint, and NetMeeting.

Initiated continuing education for collections department employees and other divisions.

Responsible for maintenance and implementation of company policy and procedures.

Lead monthly collections retraining for focus group of 10+ agents

Wyndham Vacation Resorts 2008–2012

Senior Recruiter and Training Supervisor

Develop training curriculum, aids, and materials to instruct staff in division operations, corporate policy, and procedure, and to maintain ongoing personal development in knowledge of content. Practices, increase job performance skills and maintain quality assurance for all office operations.

Design the recruitment and sourcing strategies to support the strategic, operational, and business plan for the company.

Influence senior business executives on strategy, resources, hiring, forecasts, and capacity planning.

Project manager for the creation, implementation and enforcement of Quality Assurance for 30+ telesales staff.

Consolidated Resorts, Inc. 2006–2008

Field Marketing Trainer

Recruited as department trainer to create and implement weekly new hire training classes of 20+ outside sales staff. Assisted in the recruitment, interviewing and hiring of new team members.

Facilitated Orientation which included offsite trips to resorts and field presentations.

Assisted in the development of Consolidated College, an accredited course through the College of Hotel Administration at UNLV.

Produced detailed publications and handbooks, including the Training Handbook, Commissions material and company brochures.

Increased team member retention using Adult Learning principals.

Assisted in the development and production of new hire training video.

Sunterra Corporation, Inc. 2004–2006

Corporate Trainer

Recruited as Corporate Trainer for highly creative training group for corporate offices and resorts for a world-wide timeshare company with over 5k team members.

Designed and produced promotional materials and presentations for professional workshops for corporate team members and resort team members.

Assisted with the development and implementation of Human Resource training classes.

Journalist, editor and publisher of weekly company internet newsletter.

Provided computer support for staff in the areas of software support and system troubleshooting.

Delivered specialized training modules for highly technical computer systems in English and Spanish.

Facilitated customer services training classes in the US and International.

Conducted analysis of work teams, job and task components, and presented findings.

BS in Physical Anthropology: Oregon State University, Corvallis, Oregon

10-Hour Construction Safety and Health: Occupational Safety and Health Administration

First Aid/CPR/AED Instructor Certification: American Red Cross Association

Hospitality Olympics: Developed and implemented international resort competition for team members to enhance team building and customer service. Received national award from American Resort Development Association (ARDA).

ARDA: Recipient of team award for “Training & Organization Development Team”

ARDA: Recipient of team award for “Guest Services Academy”

The Bob Pike Group: Certificate for Creative Training Techniques

DDI: Certificate for Targeted Selection Interviewer




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