Customer Service Team Member

AH

ANGELA HAMPTON

**************@*****.*** 1-501-***-**** Little Rock, AR 72201

Knowledgeable training leader with proven skills in program and team management. Successful at evaluating training needs and program operations to make effective decisions. Effective at creating and optimizing training programs for new, professional, supervisory and management positions. Excellent communicator, multitasker and problem-solving abilities. Advanced skills in Microsoft Teams, Excel, Adobe, Zoom & Word with in-depth understanding of training requirements for different departments and levels. Accomplished in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach. Dependable team member trained in register operations and customer service. Contributes to smooth front-end operations and goes beyond requirements to handle customer needs. Reliable, team-oriented, and efficiently completes assignments.

Authoria Talent Management

Sales Leadership Development

Training Manual Creation

Testing Procedures

Training Budgets

Workshops and Conferences

Decision Making

Classroom Training

Cisco WebEx

Orientation Sessions

Instructor Evaluations

Educational Material Organization

Customer Service

Team Demonstrations

New Hire Training

Personal Development Sessions

Survey Creation

Supervisor Skills Training

Training Needs Analysis

Improvement Recommendations

Instructor Training

Relationship Building

Training Program Assessment

On-the-Job Training

Training Program Development

Motivational Speaking

Performance Metrics

Team Development Strategies

Strategic Thinker

New Employee Training

Training Methods

AT&T Little Rock, AR

Sr. Training Manager

01/2002 - Current

Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance. Conducted needs assessments using variety of methods to identify and prioritize developmental needs.

Reported progress against planned activities to secure management support and achieve objectives.

Consulted with senior leaders to develop and execute strategy and provide regular updates.

Offered specific training programs to help workers generalized and job-specific abilities.

Discovered and implemented new learning techniques and industry best Summary

Skills

Experience

practices to drive learning through professional training. Mentored team members to succeed and advance within department and company.

Collaborated with internal teams to produce and maintain knowledge base content.

Produced reports and maintained training documents to support training activities.

Liaised with other departments to formulate training requirements, data capture and manage metrics and reporting.

Deployed learning management system, boosting product awareness, adoption and usage through educational content.

Implemented training improvements to achieve desired results. Analyzed training needs to develop new programs or modify and improve existing.

Developed testing and evaluation procedures to drive effective outcomes. Evaluated effectiveness of training by using feedback surveys, focus groups and other relative means.

Organized manuals, multimedia visual aids and other educational materials to aid training.

Collaborated with management to align on strategy and communication of content.

Coordinated with managers to identify skill or knowledge gaps and implement training needs.

Roleplayed various scenarios with teams to build confidence in handling situations.

Designed training schedules for new and existing employees. Collaborated with subject matter experts, vendors and third-party training providers to support learning and development strategy. University of Arkansas At Little Rock Little Rock, AR Some College (No Degree)

Education and Training

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