Customer Service Training

GLORIA WRIGHT

UNION CITY • CALIFORNIA • USA

PHONE: 510-***-**** • E-MAIL: **************@*****.***

PROFESSIONAL SYNOPSIS

oInnovative, results-driven professional with over 15 years as a System/Technical Trainer in the digital production and professional services industries. Proven ability to optimize people, processes, tools and costs while delivering effective business solutions and customer satisfaction. Excellent at communicating with stakeholders to provide accurate reporting regarding ongoing initiatives.

EDUCATION

April 2006 University of Phoenix, San Jose, California

Masters of Business Administration

October 2001 University of Phoenix, San Jose, California

Bachelors of Science in Information Systems

TECHNICAL KNOWLEDGE AND CERTIFICATIONS

oSoftware Proficiency: Microsoft Office; GoToTraining; Web Ex

oCertifications: Train-the-Trainer; Lean Six Sigma Green Belt – 2010; Six Disciplines of Breakthrough Learning

WORK EXPERIENCE

eGain Corporation, Sunnyvale, CA (2011-2015)

Technical Trainer

oDelivered consistent, high quality training to partners, customers and employees on the effective use of the eGain product suite. Responsible for the development, implementation, and ongoing support for classroom guidelines, branding elements, training support materials, etc. Worked collaboratively with internal colleagues, global customers, training partners, and assisted in the instructional design process for all training material.

Xerox Corporation, Palo Alto, CA (2004-2011)

Production Training Specialist

oDelivered training on various Xerox networked printers in the training center or at customer location. This entailed scheduling classes, preparing equipment, and printing course material. Delivered systems administrator training for Digital Front Ends (DFE) and Accessories, Production Color, Digital Printing Systems, and Xerox FreeFlow Software Suite.

Xerox Corporation, San Jose, CA (2000-2004)

System Analyst

oManaged accounts (WEGO, Agents, Global Document Outsourcing (Formerly XBS), USSG (Western Operations United States Solutions Group), Xerox Services - Western Entity, Graphic Arts) matching customer environment to Systems Analyst expertise. Created and managed the Statement of Work and all deliverables with the customer, and oversaw the delivery, implementation and installation of solutions. Delivered systems administrator training for Digital Front Ends and Accessories, Production Color, Digital Production, and Printing Systems Printers.

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