Customer Service Training
Resume:
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Mobile 786-***-****
Jem a Spencer
Worked for the past 3 years as a Lead Training and Development Specialist, provided
ACCOMPLISHME
blended learning training in classroom and on remote/virtual environments, developed
NTS
and created e Learning content for new and existing products. Oversaw course
development from concept to completion and provided feedback, analysis and quality
assurance testing. Experience with Learning Management Systems (LMS) Published
eLearning content using the SCORM tracking standard at a curricula level for tracking
and reporting purposes. Maintained and provided updates to existing courses as
needed.
TRAINING AND DEVELOPMENT SPECIALIST – INTERVAL INTERNATIONAL
PROFESSIONAL
EXPERIENCE MIAMI, FL
April 2012 to Present
Provided blended learning training on site and remote environments. Tracked agent’s
stats on LMS. Oversaw the development and creation of eLearning content based on
client’s needs on new and existing products working closely with them to obtain and
validate content. Uploaded/Maintained courses on LMS, managed content at a
curricula level. Developed Guides, Handouts, Assessments and other components as
required for the specific training needs. Converted Power Points presentation into
Interactive training courses.
CUSTOMER SERVICE REPERSENTATIVE – VISA, INC
MIAMI, FL
November 2011 to April 2012
Acted as a liaison between customers and companies. Assisted with complaints,
orders, errors, account questions, billing, cancellation and other queries. I worked
assisting members with the highest degree of courtesy and professionalism to resolve
customer needs with one call resolution.
EDUCATION FLORIDA INTERNATIONAL UNIVERSITY
Miami, FL – Degree in Progress
BACHELOR OF ARTS AND SCIENCES: PSYCHOLOGY
Software knowledge and Technical proficiency:
•
SKILLS &
ABILITIES Adobe Captivate
•
Articulate Suite
•
Articulate Storyline
•
Microsoft Office Suite
•
Flipping Book Publisher
•
Page 2 Jem a Spencer
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