Customer Service Training
Resume:
MARTHA TURNER FEIN
***A Hill Street, Highland Park, NJ 08904
*******@*****.*** http://www.linkedin.com/in/marthaturnerfein
Experienced Learning and Development Professional with over 15 years in instructional design and training. Expert writer and editor; published academic author. Design and deliver sales, compliance, systems, and management training. Maintain and update learning management systems, deliver online training.
SELECTED ACCOMPLISHMENTS
Training and Instructional Design
• Designed and delivered negotiations, systems, compliance, and management training for call center, paralegal, and attorney teams (Jaffe & Asher)
• Delivered training on over 30 topics, including course customization for corporate clients (Park University Enterprises)
• Wrote and edited training materials and job aids for call center processes and new initiatives (Comcast)
Writing and Editing
• Wrote and maintained all process documentation for collections work (Jaffe & Asher)
• Developed and wrote Business Continuity Plan and Information Security Policy (Jaffe & Asher)
• Created disciplinary templates, job aids, and other materials for collections team (Jaffe & Asher)
• Authored two book chapters, one journal article, and two conference papers (See addendum)
• Edited manuscripts as copy editor for The Journal of Electronic Publishing 1999-2000
PROFESSIONAL EXPERIENCE
THE PREMIER GROUP, New York, NY 2016
Senior Technical Trainer
Contract position with the District Attorney of New York County. Designed and delivered all training for Windows 10/Office 2016 transition. Redesigned and delivered technical new hire training to all employees. Reviewed and redesigned process for yearly prosecutor’s guide updates. Wrote technical How-Tos.
JAFFE & ASHER, LLP, New York, NY 2012 – 2016
Director of Process Improvement (April 2015 – April 2016)
Trainer (2012 – April 2015)
Created training department, including instructional design and delivery for new hires and existing employees. Managed trainer delivering those programs. Wrote and continually updated process documentation for all collections clients. Analyzed and improved processes for all internal clients. Served as compliance expert for call center on FDCPA, TCPA, FCRA, UDAAP, and other collections laws. Wrote and updated Business Continuity Plan and Information Security Plan. Collaborated with in-house IT development staff to ensure consistent and up-to-date training on all computer systems.
PARK UNIVERSITY ENTERPRISES, Mission, KS 2010 – 2012
Independent Contractor and Trainer
Delivered training to general public as well as customized training solutions for individual organizations. Topics taught include: Business Writing for Results, How to Deliver Exceptional Customer Service, Microsoft Excel, Microsoft PowerPoint, and Mistake-Free Grammar and Proofreading. Certified to teach over 30 classes.
COMCAST CABLE, Union, NJ 2007 – 2010
Learning and Development Professional
Trained new customer service agents in sales, billing, troubleshooting, and retention. Delivered training to current employees on new technologies, policies, products, and procedures. Served as subject matter expert for call center floor. Assisted in development of new curriculum, job aids, and other communications. Analyzed effectiveness of training and call center processes, and made recommendations for improvement.
KAPLAN TEST PREP AND ADMISSIONS, New Brunswick, NJ 2006 – 2007
Kaplan Instructor
Taught classes and tutored individuals to prepare students for SAT and GRE exams.
FAIRLEIGH DICKINSON UNIVERSITY, Madison, NJ 2005
Adjunct Professor
Taught two simultaneous courses of Professional Communications.
ST. PETER’S COLLEGE, Jersey City, NJ 2004
Adjunct Professor
Created, designed, and taught course Media Business.
RUTGERS UNIVERSITY, New Brunswick, NJ 1999 – 2003
Teaching Assistant
Courses taught:
Interpersonal Communication 2002 – 2003
Introduction to Interpersonal Communication 2001 – 2002
Human Information Behavior 1999 – 2000
THE JOURNAL OF ELECTRONIC PUBLISHING, Ann Arbor, MI 1999 – 2000
Copy Editor
Edited journal articles for clarity and adherence to editorial standards.
EDUCATION
Master’s degree (M.Phil.), Communication, RUTGERS UNIVERSITY, New Brunswick, NJ 2005
Thesis: The Nature of Mentoring Research: Historical Development, Theoretical Underpinnings, and Future Directions
BA, History, RICE UNIVERSITY, Houston, TX 1995
SKILLS
• Conversational in American Sign Language, French, and Hebrew
• MS Office, Word, Excel, PowerPoint, Outlook
• Experienced in Windows and Mac operating systems and software
• Familiar with Blackboard, SAP, and other Learning Management Systems PUBLICATIONS
Book Chapters
Katz, J. E., Aakhus, M., Kim, H. D., & Turner, M. (2003). Cross-cultural comparisons of ICTs. In L. Fortunati, J. E. Katz, & R. Riccini (Eds.), Mediating the human body: Technology, communication, and fashion (pp. 75-86). Mahwah, NJ: Lawrence Erlbaum Associates.
Robbins, K. A. & Turner, M. A. (2002). United States: Popular, pragmatic and problematic. In J. E. Katz & M. Aakhus (Eds.), Perpetual contact: Mobile communication, private talk, public performance (pp. 80-93). Cambridge: Cambridge University Press.
Journals
Katz, J., Aakhus, M., Kim, H. D., & Turner, M. (2002). Young user’s attitudes toward ICTs: A comparative semantic differential study of the mobile telephony. Annals of Telecommunications, 57, 225-237.
Conferences
Turner-Fein, M. A. (2004). Communication theory and mentoring research: Historical development, theoretical underpinnings, and future directions. Paper presented at the Eastern Communication Association meeting in April 2004.
Turner-Fein, M. A. (2003). Dimensions of the digital divide: Internet use by new and experienced users. Poster presented at SCILS Spring Research Day.
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