Training/Team Lead
Resume:
ANNA-GRACE GARCIA
***************.********@*****.*** 303-***-****
TRAINER
Needs Analysis / Research / Process Re-engineering / SOPs / Program Design / Call Center
Operations / Troubleshooting / PM / Training / Risk Mitigation / QC / Workflow Management
Played key roles instituting and producing strategic corporate training initiatives and helped guide staffs of mid to
large organizations through change management. Streamlined policies and procedures, increasing efficiencies,
profitability, and customer satisfaction for Bright Horizons Family Services, T-Mobile, and Westwood College.
Designed and facilitated training for new call center software, improving call times by 40%.
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Partnered with trainers and improved team productivity and organizational workflow.
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Collaborated with QA and designed multiple trainings, improving team scores by 9.9% in two months.
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Partnered with Business Support to pilot and streamline new SOPs, ensuring 100% compliance.
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Key Skills: Exceptional trainer and motivator. Assess situations rapidly and manage multiple projects
simultaneously. Strong verbal communicator. Hands-on, versatile, and highly organized. Develop synergy at all
organizational levels. Resourceful, innovative, and creative. Intuitive decision-maker. Charismatic and diplomatic.
BS, Metropolitan State College of Denver.
A
SELECTED ACCOMPLISHMENTS
Designed and facilitated training for new call center software, improving call times by 40%. Bright Horizon’s
call center system was archaic and inefficient. Selected as subject matter expert. Learned new software from
program developers; participated in weekly meetings; and influenced changes and fine-tuning. Created training and
collateral. Held two 2-day trainings for on-site and remote employees. Conducted follow-up training. Improved
workflow and resolution times.
Partnered with trainers and improved team productivity by 18%. Promoted to Role Model Representative to
assist trainers with training new employees. Became the call center’s eyes and ears. Attended new hire training.
Developed rapport with new hires. Walked floor. Facilitated “call time” weekly training. Participated with
consultants. Improved new hires’ attitudes and set positive example.
Collaborated with QA and designed multiple trainings, improving team scores by 9.9% in two months.
Department was not meeting company’s expectations, supervisor lacked training background, and EdAssist was
two years old. Collaborated with QA and identified how to leverage Company Web site. Gained management
approval and established game plan. Created and held “Weekly Huddle”, job aid outlining each client’s offerings,
and employee incentive. Exceeded corporate customer service goals and improved department morale.
Partnered with Business Support to streamline new SOPs, ensuring 100% compliance. Selected to serve as
subject matter expert and liaison between Business Support and High Balance Risk Mitigation. Corroborated with
analysts, reviewed new policies, and provided departments’ feedback. Reduced customer dissatisfaction, improved
customers’ high balance experience, reduced business risk, and generated on-going savings.
CAREER HISTORY
EdAssist Consultant, Bright Horizons Family Solutions. Hired in 2012 to educate BHFS employees on company
policies and procedures, troubleshoot errors, and meet client expectations. Manage tickets and serve as liaison
between Customer Care, Compliance, Application Support, and employees. Serve as resource for Team Leads,
Quality Analysts, and new consultants. Coordinate sessions with Academic Advisors and employees.
High Risk Mitigation Specialist, T-Mobile, 2010 to 2012. Acted as retention representative to suspended
accounts. Handled billing disputes and applied adjustments to correct account balances. Changed customer plans
and features. Increased company revenues by up-selling products and services.
Earlier: Role Model Representative and Financial Care Representative, T-Mobile. Admissions Counselor,
Westwood College.
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