Customer Service High School

Loretta Hubbard

Garland, TX ***** *******@*****.*** 918-***-****

Software Trainer

Highly experienced trainer who has successfully instructed professional

personnel in technical / scientific topics in hundreds of medical /

analytical laboratories around the nation. Excels in communication,

understanding, customer service, and putting learners at ease. Has passed

the CPLP exam.

Instructor Lead Training Computer Based Training Synchronous Web Based Training

Excellent Customer Service Curriculum Development Strong Presentation Skills

Vast Patience

Professional Experience

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Software Trainer III, Bio-Rad Laboratories, Plano, TX

2010 - 2014

Founded in 1952, Bio-Rad has a global team of more than 7,750 employees and

serves more than 100,000 research and industry customers worldwide through

the company's global network of operations.

Trained customers via WebEx on features and operation of technical laboratory

software products creating customer awareness of all product features and

functionality helping them to realize the full potential of the system;

Managed up to 30+ national accounts at a time from customer's request for

training through completion of training. "Loretta went above and beyond to

make sure all course objectives were met. The trainee left with a good

understanding of what s/he needed to be successful using the software."

Raylene Belcher, Supervisor Training Department

Analyzed customer's training needs and prepared program delivery to be

applicable for the particular customer, scheduled training sessions with

customer, maintained account documentation in CRM and a library of recorded

webinar sessions

Facilitated learning using strong presentation and training skills,

effectively handled customer interactions, kept learners on-topic, fielded

questions / comments on lessons in a positive manner, "Loretta solicited

questions and asked the trainee to demonstrate her understanding. She did an

outstanding job of asking the customer to demonstrate their understanding

during the hands on practice. She used just the right balance of asking the

customer to show her instead of constantly telling the customer each step to

take. She also trains at a very comfortable speed as well as using a very

calm voice that keeps the customer calm and interested." Raylene Belcher,

Supervisor Training Department

Spoke clearly and concisely to convey relevant information, navigated

customers' expectations and shifting priorities during training sessions;

"Loretta Hubbard, instructor, Very knowledgeable, patient, concise, and an

excellent teacher." RT, BSMT, ASCP at hospital in Winston-Salem, NC

Communicated effectively with customers at all levels (bench techs to

hospital directors / managers); "Loretta was very professional and patient

with the customer. It was evident that the customer will be successful using

the program due to her training." Raylene Belcher, Supervisor Training

Department

Strong customer service orientation with the highest standards for delivering

value and exceeding customer expectations resulting in high customer

satisfaction as evidenced by customer evaluations "Loretta Hubbard is an

exceptionally excellent trainer. In addition to being very personable, she

is knowledgeable of the training material, articulate, and presents the

material in an organized and logical fashion. Loretta is patient and takes

time to answer questions in a manner that enhances her presentation. Another

plus for her - a good sense of humor. She is a pleasure to work with." LPB,

Chemistry Supervisor at hospital in West Palm Beach, FL

Maintained knowledge on product functionality, keeping abreast of changes and

enhancements made to software

Prepared and maintained current product information and training materials to

successfully conduct assigned training sessions; well organized, proven

ability to multi-task, work well with a team, and meet deadlines

Experience continued

Loan Servicing Specialist-Collections, Tax Ease, LP, 2006 - 2010

Dallas, TX

One of the top property tax lenders in the United States. Founded in 2003,

they have helped clients pay hundreds of millions in commercial and

residential property taxes.

. Serviced loans 31-180 days delinquent (approximately 450 - 650

accounts at any time)

. Reduced number of delinquent accounts by 32%

. Analyzed aging report to assess status on outstanding loans

. Resolved customer disputes; Negotiated payment arrangements

. Calculated payoff amounts and produced statements for borrowers,

lenders, and title companies

. Ensured preparation and execution of releases of lien

. Trained employees

. Developed written procedures and processes for new department

. Streamlined department practices by developing forms and spreadsheets

Escrow Administrator, Mortgage Clearing 2004 - 2006

Corporation Tulsa, OK

A privately owned, full service mortgage company headquartered in Tulsa,

Oklahoma, dedicated to customer service since 1957.

High School Science Teacher, Tulsa Public 1994 - 2004

Schools, Tulsa, OK

Central High School is the oldest high school in Tulsa, Oklahoma, founded

in 1906. Tulsa Central is part of the Tulsa Public Schools, Oklahoma's

largest school district, and is a public school for students from grades 9

through 12. Since 1997 it has served as a fine and performing arts magnet

school.

. Science Department Chair for two years

. Brought the nine district high schools into compliance with chemical

storage regulations as a Member of the District Chemical Hygiene Team

. Established HIV/AIDS Prevention Education training for the high school

as Coordinator and Instructor (HIV/AIDS training certified by the Red

Cross)

. Tutored after school

. Mentored on First-Year-Teacher Committee

. Supervised and Trained laboratory technician

. Member District Leadership Team for Curriculum Development

Effectiveness:

. Wrote successful grant applications for Advanced Placement courses

. Nominated by students twice for Who's Who Among American Teachers

Lecturer, Computer Laboratory Consultant, Grader, Tutor, 1989 - 1993

Teaching Assistant

California State University, Fullerton

Education

California State University, B.S. Biochemistry with Psychology

Fullerton Minor

Publications

"A Self-Paced Computer Tutorial Illustrating the Concepts of Symmetry",

published in The Journal of Chemical Education

Multiple articles published in Oil and Gal, a publication for the Desk and

Derrick organization

Honors/Awards

Included in the Who's Who Among America's Teachers 7th and 8th Editions

California State University, Fullerton Alumni Association Awards for "Best

Undergraduate Research Presentation in Physical & Mathematical Sciences"

and "Best Research Presentation Overall"

Dean's Honor Roll at California State University, Fullerton; Golden Key

National Honor Society Member; and Psi Chi Member

Desk & Derrick Association: Second Place Regional Merit for "Best Feature

Article",

First Place International Award for oral presentation: "Peculiarities of

Offshore Drilling"

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