Training Customer Service
Resume:
Brian Delimont
Fair Oaks, CA 95628
*********@*****.***
Education
WESTERN CAROLINA UNIVERSITY, Cullowhee, NC
Master of Science, Human Resources (SHRM certified program), Human
Resources, 2012.
Graduated best of class with a 4.0 GPA.
Member of the Honor Society of Phi Kappa Phi and the Pi Gamma Mu
International Honor Society of Social Sciences.
SAN JOSE STATE UNIVERSITY, San Jose, CA
Bachelor of Science, Advertising
Experience
03/13 - Present DISH NETWORK Sacramento, CA
Regional trainer. Train field service technicians on how to do
installations, upgrades, and trouble calls. Training is delivered in a
blended learning format with multi-media content, classroom delivery, and
extensive hands-on practice. I also conduct new hire orientation, benefits
administration, and ensure they fill out all required paperwork.
10/12 - 11/12 JEFFERSON COUNTY ELECTION COMMISSION Golden, CO
Trainer and Support Technician. Trained election officials on the setup,
use, troubleshooting, and closing processes for the Ivotronic electronic
voting stations. Also served as a support technician on election day.
09/12 - 10/12 ALPINE LUMBER Westminster, CO
Human Resources Intern. Reported to the Director of Safety and Human
Resources. Created bi-monthly safety meetings through 03/12, prepared and
submitted the annual EEO report, created a survey regarding management
training, represented the company at a job fair, assisted with entering new
employees into the Sage HRIS program, and prepared a monthly employee
newsletter.
10/11 - 08/12 COMCAST Greenwood Village, CO
Customer Security Assurance Technician. Worked on Comcast internet and
digital phone security issues, fraud investigation, and customer disputes.
I also served as a mentor for new employees.
01/11 - 08/11 TRANSFIRST, LLC Broomfield, CO
Staff Trainer. Designed and delivered cross-training for a credit
processing company. Conducted training on customized financial software,
credit industry tools such as TSYS, and analytic processes such as credit
and risk evaluation and fraud investigations. Training was for customer
service, data entry, sales support, underwriting, and risk evaluation/fraud
investigation job duties. The documentation and support materials were
created using a variety of tools, including Microsoft Office (Word,
PowerPoint, and Excel), Microsoft Publisher, and Adobe Captivate. Training
was delivered in a blended learning format, with limited lecture and
demonstration, some online content, and hands-on practice and direct
interaction with the application or function being covered.
06/07 - 03/10 TIME WARNER CABLE Greensboro, NC
Trainer II, Technical Care. Sole trainer of 100+ advanced technical support
representatives with additional training responsibilities for training
sales, security, and customer service agents as needed. The department
supports high speed internet connections, digital phone service, and cable
issues. Responsible for running all new hire training and all department
training on new products, processes, and policies. Document and distribute
all support guides and reference materials. Additional duties include
assisting representatives with new or difficult escalations, representing
the department in regional meetings and conference calls, and account
management for the troubleshooting tools and billing systems used by the
department. Training includes sales training, codes of conduct, department
policies and procedures, billing systems, and diagnostic tools for DOCSIS
compliant modems, signal strength diagnostics, and other proprietary
internet and telephony tools. Training was delivered in a blended learning
format focusing on adult learning needs.
06/06 - 06/07 TIME WARNER CABLE Greensboro, NC
05/02 - 06/06 TIME WARNER CABLE Kansas City, MO
Regional Security Specialist. Handled all regional Internet abuse issues,
including spam, viruses, hackers, wireless security, harassment, and
subpoenas. Also handled telephony harassment and subpoena issues. Trained
backups and acted as a mentor in Kansas City and other locations to help
new hires and inexperienced employees due to my experience in the field.
Skills
Highly skilled with Microsoft Office (Word, PowerPoint, Excel, Outlook),
Microsoft Publisher, GoTo Training remote training software, Adobe
PageMaker, Convergys ICOMS, internet research and online tools and
databases. Beginning user in Sage, Adobe Captivate, CSG Advanced Convergent
Platform and CableData cable billing software. Proficient with Windows and
MacOS operating systems; comfortable in UNIX operating environments. Solid
technical background with a proven ability to learn and master new software
packages quickly.
Skilled and experienced trainer able to create (instructional design) and
deliver training classes using adult learning methodology and blended
learning techniques preferably following the ADDIE training model (Analyze,
Design, Develop, Implement, Evaluate).
Strong project management and technical writing skills.
Contact this candidate