Customer Service Training

MONICA S JAMES

**** ******* ******, *********, ** 75134

Contact Number: 972-***-****

***.*******@*****.***

SUMMARY

Articulate innovative professional who takes pride in empowering employees with self-worth and motivating

them to exceed organizational goals. Excel at collaborating with all levels of business to identify training

needs and develop strategies to address those needs. In depth knowledge and use of adult learning

theories. Quickly identify and communicate effectively with persons with different learning styles. Work

under pressure and multi task in fast pace work environment.

AREAS OF EXPERTISE

Customer Service Management Microsoft Excel, Word, PowerPoint Building Strong Team

Classroom Facilitation Needs Analysis and Trending Motivating others to succeed

Customer Management Systems GSM Network New Hire on Boarding

Interpersonal Skills Training Career Coaching Team Player

PROFESSIONAL EXPERIENCE

TXU Energy, Irving, TX January 2014 to Present

Learning Consultant II

• Consultant with various business leaders and subject matter experts to identify training deficiencies

and develop solutions.

• Interview key process participants, conduct focus groups and brainstorming sessions to identify the

gaps in learning apprehension and application.

• Determine learning objectives by working with business leaders to understand forecasted company

goals.

• Conduct audits of onshore and offshore partner sites to determine if employees pose necessary

skills and implement programs that anticipate the long terms needs of the business.

• Develop and facilitate blended training solutions such as Instructor Lead Trainings, eLearning’s and

webinars for various departments.

• Use Andragogy which is a theory addressing how adults learn to create curriculum that taps into life

experiences and existing knowledge of learners.

• Use ADDIE and Blooms taxonomy which are instructional design models that consist of guidelines to

build effective and consistent curriculum.

• Design eLearning’s using Articulate, Articulate Storyline, Prezi, Microsoft Office and other design

software to create interactive training courses.

Chiro One Wellness Centers, Flower Mound, TX May 2013 to January 2014

Corporate Trainer

• Deliver learning experiences for new and existing employees via classroom, webinars, coaching

sessions, and one-on-one sessions

• Facilitates on-boarding sessions for new employees at all levels of the organization (Doctors of

Chiropractic, Chiropractic Technicians, Marketing Representatives, etc.).

• Provide the most effective learning solutions in support of organizational business goals

• Performs administrative duties associated with conducting training (including all pre-training prep

work, administering schedules, obtaining system logins, and post-training assessments)

• Evaluate training programs to measure effectiveness and instructional strategies as well as resource

requirements in order to improve future training

• Create, update and modify company policy, products and system updates to improve employee

performance and training effectiveness, ensuring continuing timeliness and relevance

• Create reports used to identify and addressing training needs

• Perform routine audits to measure training effectiveness.

• Adapt style to different situations and cultures, listens actively and accepts feedback, communicates

with enthusiasm, clarity and simplicity, gives regular and constructive feedback to learners, and

develops, coaches, motivates, and inspires people

DonorDirect, Richardson, Texas July 2012 to Nov 2012

Training Specialist

• Develop curriculum including writing course syllabi, lesson plans, and student handouts

• Assess and evaluate the effectiveness of training to ensure training objectives were met

• Provide formal classroom instruction to clients and remote trainings as needed.

• Analyze results from training and identify updates to content as needed

T-Mobile USA, Frisco, Texas April 2006 to June 2012

Technical Trainer

• Deliver/facilitate new hire and continuing education classes for GSM Network, new products, services,

customer service skills and market launches

• Create representatives development (SMART) plans geared to drive world class results

• Partner with Human Resources when initiating performance improvement plans with representatives

• Participate in companywide projects/assignments, which could include working on curriculum

updates/revisions or traveling to assist with new center launches

• Create and maintain a conducive adult learning environment for all participants, new hire or continuing

education

• Create and maintain strategic partnerships with floor operations and Instructional Design partners

• Communicate with various departments within the call center and nationally; including Resource

Planning, Human Resources, Business Support and the Help Desk

• Participate in new employee recruiting process by interviewing potential candidates.

Achievements

Nominated for Q1 2008 PEAK Achievement Award for individual contributions to my department.

Recognized as 2009 Fire in the Belly winner for contributing to Learning and Development department

Recognized as Q2 2011 Results and Values leader for exceeding new hire performance metrics and

doing it with integrity.

Consistently graduated new hire classes exceeding metric goals - Q1 2012 class graduated at 111% to

goal. (Quality, Call Handle time, Schedule adherence, etc.)

Valor Telecommunications LLC, Irving Texas June 2003 to April 2006

Quality Assurance Specialist/Administrator-System Support (June 2003 to April 2006)

• Served as the liaison between VALOR and the Public Utilities Commission (PUC) of Texas, the

Public Service Commission (PSC) of Arkansas, the New Mexico Regulation Commission (PRC) and the

Oklahoma Corporation Commission (OCC)

• Received, investigated and responded to regulatory inquires and complaints

• Collaborated with senior management and the legal department to implement policies to reduce

complaints

• Partnered with front line and operations training managers to identify and develop curriculum to

address training deficiencies

• Analyzed reports to identify quality failure points and identify root causes

• Reviewed company process/procedures and made recommendations to empower employees to

resolve issues

• Served as a point of contact for internal and external customers experiencing system issues and/or

outages.

• Conducted routine system test and reported findings to IT team.

Achievements

Within the first year reduced complaints by 18% by implementing a check and balance system.

Created numerous new processes that were added to the company’s intranet.

Valor Telecommunications LLC, Texarkana, Texas June 2000 to April 2003

Training Manager

• Designed training curriculum for Retail and Call Center employees

• Supervised customer service and technical trainers

• Performed job analysis to identify training needs and provide feedback to management

• Partnered with upper management to produce learning programs that are satisfactory to the organization

• Facilitated curriculum to frontline and management teams

• Devised individual learning plans geared towards improving representatives performance

Achievements

Contributions to developing policy and procedures recognized and promoted to corporate office.

Instrumental in developed training curriculum and processes to move the business forward.

Introduced training programs that enhanced employee performance and helped build a motivated

workforce.

EDUCATION / TRAINING

• Texas A&M University, Texarkana, TX, Bachelor of Science, Criminal Justice

Completed numerous courses and seminars in customer service, sales strategies, time management,

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and leadership and performance assessment.

Contact this candidate