Customer Service Training

Professional Summary

Skills

Work History

Education

Certifications

JENNIFER LEIA JOHNSON

***** *** ******, ***** ****, CA 94587 (H) 510-***-**** (C) 650-***-**** ************@*****.*** Dynamic, team-orientated self-starter Human Resource trainer with 9 years in employee training, staff development, team building, recruiting, and management.

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• Exceptional communication, analytical, and organizational skills.

• Passionate about professional development, adult learning facilitation, improvements in staff performance, efficiency Dedicated to achieving business objectives by delivering proactive HR training programs and implementing sound organizational development processes, policies and procedures.

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Motivated to improve organization and employee performance by creating an environment of mutual respect, trust, consensus-building and accountability.

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• New hire on-boarding

• Training solutions development

• Change management

• Talent assessments

• GROW

• FMLA knowledge

• Time management

• Highly organized

• Adult learning theories

HR/Operations Trainer 04/1998 to Current

Walgreens – Pleasanton, CA

• Evaluated the effectiveness of training programs and recommended improvements to upper management.

• Conducted orientation sessions and organized on-the-job training/meetings for new hires and current employees.

• Delivered a wide variety of courses including topics on communication and team building.

• Alternated training methods and catered to different audiences learning styles if the expected improvements were not reached.

• Trained staff during meetings and workshops.

• Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.

• Led counseling and feedback sessions.

• Reviewed all training materials for accuracy and policy compliance. Sales Associate 08/2005 to 08/2008

Macy's – Newark, CA

• Promoted monthly sales goals

• Worked towards daily credit goals

• Proactively offered customer service

• Organized departments for neat and orderly presentation

• Demonstrated accurate cash handling practices at all time Certified Field Associate 06/2012 to Current

Market Force – internet based

• Evaluate businesses as a secret shopper

• Target and identify specific training gaps with performance Bachelor of Arts: Sociology 2003

Cal State Hayward - Hayward, CA

Associate of Arts: Behavioral Science 1999

Chabot College - Hayward, CA

HR Certificate : HR Current

Cal State East Bay - Hayward, CA

• GROW

• PTCB

• CPhT

• Current member of PTEC

• Current member of CPTA

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