Customer Service Training
Resume:
ISLAM M. AKBAR
SOUTH EUCLID, OH 44121
Email: *.*****@*******.***
Home: 216-***-**** Cell: 216-***-****
GOAL
My professional goal is to leverage my knowledge and
experience in instructional design and training to
augment the goals and vision of a dynamic organization.
SUMMARY OF QUALIFICATIONS
Proven track record of designing both web-based and
leader-led training. Managed ADDIE model of
instructional design in handling complete design
process. Mastered the use of Blooms Taxonomy in
curriculum to align course objectives with expected
student performance.
Advanced skill level DreamWeaver, Flash, Articulate,
Authorware, Captivate, Lectora Inspire and Photoshop in
creating e-learning and web-based training material.
Project managed efforts to reduce call handling times
in large team call centers by streamlining scripting
and call handling procedures.
Adept at using Autodesk Maya 3D animation software
for end-to-end creative workflow using comprehensive
tools for animation, modeling, simulation, visual
effects, rendering
Orchestrated development and maintenance of online
scripting for two regional call center operations for a
Fortune 100 company.
Set up and maintained online professional training
website using Moodle.
Effectively trained over 250 call center
representatives to handle multiple applications for a
five-state customer base.
Conducted adult learning needs assessments for
corporate training sessions.
Certified Professional in Learning and Performance
(CPLP) candidate.
PROFESSIONAL Experience
11/2008 - Present Independent Contractor (Various Companies)
Instructional Skills and Competencies
Design
Produce training design plans targeted to
client-based performance needs to develop courses and
learning interventions which integrate a variety of
adult learning instructional techniques.
Use ADDIE, a systematic design process, and support
tools to select appropriate delivery method and
develop various media formats such as storyboards,
job aids, scripts, self-paced workbooks, leaders
guides and simple on-line materials.
Responsible for instructional design, development and
maintenance of leader-led, web-based, and synchronous
courseware. End user job tasks included, but are not
limited to, system simulation, equipment
installation, testing and maintenance, new
technologies, and other technical functions at AT&T,
accounting managers, bank customer service, natural
gas,
Coordinate train-the-trainer sessions via WebEx
Client Companies
AT&T Services Inc., Cleveland, OH (11/2012 - Present)
Dominion East Ohio, Cleveland, OH (10/2012 - 11/2012)
Cliffs Natural Resources, Cleveland, OH (6/2012 -
9/2012)
Key Bank, Cleveland, OH (8/2011 - 10/2011)
Brand Skills and Competencies
Ambassador
Consultative sales - cross-sell, up-sell, and offer
shopping recommendations/assistance, and make
reservations for future sales
Customer service - product and order status
inquiries, account status, returns and general
information. Order processing and facilitation by
increasing average order size, spending.
Increase customer loyalty, retention and satisfaction
by creating memorable customer experiences and brand
advocacy via catalog and internet sales.
Client Company
V.I.P. Desk, Telecommute (9/2009 - 6/2012)
Corporate Skills and Competencies
Trainer
Facilitate initial / continuation training for
Consumer Services at AT&T Inc.
Give field managers documented evaluations of
trainees performance upon completion of course.
Deliver Business Continuity training for AT&T
managers.
Coach and performance-manage trainees based on class
performance and field practice.
Client Company
AT&T Inc. Cleveland, OH; Columbus, OH, Pittsburgh,
PA; Atlanta, GA; Chicago, IL (11/2008 - 07/2009)
(5/1999 - 2/2001)
3/2004 - 6/2008 Project Manager AT&T Operations Inc.
Brecksville, OH
Coordinated the development and publishing of scripts
for the customer service representative desktops used
by Business and Consumer Call Centers in the
Southwest and West regions.
Worked with Instructional Designers during analysis,
design and evaluation phases of development to ensure
training needs were met.
Performed testing and coordinated field evaluation of
major scripting updates.
Communicated with IT department regarding scripting
team needs and requirements for application design
and development.
Created and maintained processes used by Southwest
and West Call Centers.
Edited customer service rep scripting using HTML
editor and HTML code.
2/2001 - 3/2004 Instructional Designer SBC Communications Inc (now
AT&T)
Brecksville, OH
Developed training material for Business
Communication Services, both printed and
computer-based.
Identified and quantified areas of training need,
based on observations and analysis of client
feedback.
Used a variety of tools including Microsoft Word,
PowerPoint and Excel; DreamWeaver 4; Macromedia
Authorware; Adobe Captivate; SnagIt; Paint Shop Pro
and Adobe Photoshop in developing effective material.
Partnered with Training Delivery group to provide
effective training environment.
education and training
1993 Cleveland State University Cleveland, OH
B.A., Economics
2001 Darryl Sink & Associates Course Developer
Workshop, Levels I & II
2001 Information Mapping - Developing Procedures,
Policies & Documentation
2003 Standalone Web-based Training Course, online
with Carmen Taran
Tools
Advanced skill level in the following tools:
Articulate DreamWeaver
Audacity Lectora
Authorware Moodle
Autodesk Maya 3-D PhotoShop (CS5 )
software Taleo LMS (Learn.com)
Captivate
MS Office Suite (Word,
Excel, Outlook,
PowerPoint, Access,
Visio)
aCTIVITIES
Audio Engineer
8/2009 - 10/2012 AIRS LA
Los Angeles, CA
Produced weekly pod casts for the audio internet
reading service, a non profit website for the
visually impaired.
Mix and edit stereo tracks using digital software
incorporating music to affect overall sound
coloration.
Member, American Mensa, since 5/2010
6/2010 - Member-at-large on the Cleveland Area
Mensa Executive Committee
Cell 216-***-**** . HOME 216-***-****
4555 WILBURN DRIVE . SOUTH EUCLID, OHIO 44121-3862 . e-mail
*.*****@*******.***
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