Rebecca Bush

Corporate Trainer

Boise, ID *****

ad4dv3@r.postjobfree.com

+1-208-***-****

Authorized to work in the US for any employer

Work Experience

Corporate Trainer

American Credit Acceptance - Meridian, ID

October 2022 to Present

In this role, I am responsible for administering, organizing and delivering training programs as they relate to customer relationship management, debt collections techniques/approaches, work policies and procedures, billing system functionality and leadership training. This role requires close interaction with Human Resources and Operations.

Some essential job responsibilities include:

• Provide orientation support by facilitating training of new employees in the Servicing and Loss Mitigation organization as well as ongoing/uptraining to existing associates.

• Partner with business leaders and stakeholders to determine ongoing departmental training needs and create/deliver content to address.

• Organize and help maintain up-to-date training procedure manuals, records and course materials such as handouts and visual aids.

• Utilize adult learning techniques and training methods to achieve learning objectives including role playing, simulations, team exercises, group discussions, and lectures.

• Monitor rep phone calls and provide feedback/coaching in order to achieve desired business objectives/ KPIs

Sales Representative

DaBella - Boise, ID

February 2022 to October 2022

• Leadership. Experience in building a team. Work ethic. Goal oriented.

• Mentoring New Hires with products and sales Processes

• Working directly with financial underwriters for Homeowners

• Personal Project Manager for homeowners

• Excellent people and communication skills. Ability to speak with confidence to homeowners.

• Naturally assertive and determined to achieve goals.

• Be able to motivate and encourage your team.

• Ability to set and achieve daily goals.

• Work comfortably in a production-based environment.

• Tracked sales and other KPIs

• Verified client personal information

• Successfully negotiated sales of over 150,000 dollars

• Built personal relationships with clients

• Handled all prospective customer correspondence, including emails, sms and calls

• Consistently met or surpassed quotas of 100,000 sales per month

• Responsible for Home Improvement Sales

• Negotiated and completed purchasing contracts

• Resolved register transaction issues

• Handled and followed up on escalations

• Presented products to clients

• Provided client support

• Provided exceptional customer service

Trainer

Americor - Meridian, ID

November 2021 to February 2022

• Facilitate new hire Orientation of HR policies/procedures, the company background, and mission statement

• Facilitate training with Tier 1, 2, and Tier 3 client services representatives along with entry-level supervisors

• Develop new content and update existing training modules as necessary, ensuring compliance with best practices

• Responsible for designing, implementing, evaluating, and maintaining classroom and alternative training solutions.

• Maintain open lines of communication with leadership

• Utilize a variety of training methodologies, techniques, concepts, learning tools, and practices to ensure maximum learning effectiveness

• Reviews employee performance to determine user needs and assess performance gaps

• Creates and maintains high-quality online and paper-based materials including slides, participant guides, instructor guides, and assessments.

• Makes recommendations to improve internal processes, standards, and training solutions continuously

• Responsible for the enrollment, tracking, and reporting process for each class.

• Management of trainees throughout the training program; tracks time and attendance, provide coaching and feedback, manages trainee’s performance while in training, etc.

• Acts as additional management support for customer service as needed

• Takes on additional projects as necessary

Nesting Support Foundation

AT&T - Boise, ID

February 2021 to November 2021

• Guide agents through calls while giving step by step instructions

• developing agents throughout nesting to enhance their performance

• creating and presenting power points on tools we use on a day to day basis to teach agents how to use them

• developing agents while keeping a detailed coaching log

• creating goals for agents to achieve while in nesting

• scheduling meetings and presentations

• Listening to calls of new agents and helping them navigate through the call while taking notes on what they do well and could work on

• side by sides with agents while they listen to my calls to set an expectation of how calls are

• Answer inbound calls with the intent to retain/add the appropriate level AT&T services from customers that are attempting to disconnect.

• Leverage compassion, discovery, and all services in the AT&T portfolio to retain customers and build Brand Loyalty.

• Assist customers with questions and concerns on all products and services offered by AT&T through researching resolutions using various tools and systems.

• Coordinate with all sales channels for retention efforts on the existing customer base.

• May sell all products and services offered by AT&T.

• May help collect past due balances or take payments from customers who have been disconnected.

• Process credit applications and activates service.

• Maintain appropriate records, prepares required reports, and updates customer accounts.

• Perform other duties as assigned by management.

• Answers customer/client requests or inquiries concerning services and products and reports problem areas.

• Utilizes various systems and tools to initiate assistance and service customers.

• Continually maintain working knowledge of all company products, services and promotions.

• Make recommendations according to customer’s needs.

• Utilize operational systems to process purchases of all products and services.

• Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines.

• May perform other related duties and responsibilities as assigned and/or required.

• Solid problem-solving skills for the purpose of determining and solving customer issues.

• Strong verbal and phone skills for the purpose of gathering data for problem-solving and for communicating results to customers.

Unified Support Foundation

AT&T - Boise, ID

July 2020 to February 2021

• Management level position assisting agents across the United States in the loyalty and retention department

• addressing agents problems and helping them retain customers while helping them provide the best customer service experience

• taking supervisor calls and addressing the customers issue with a holistic approach

• assisting managers problem to solve difficult accounts

• Maintain appropriate records, prepares required reports, and updates customer accounts.

• Strong verbal and phone skills for the purpose of gathering data for problem-solving and for communicating results to agents to relay to customers.

• Solid problem-solving skills for the purpose of determining and solving customer issues.

• Maintain appropriate records, prepares required reports, and updates customer accounts.

• Assist customers with questions and concerns on all products and services offered by AT&T through researching resolutions using various tools and systems.

• Process credit applications and activates service.

• advise agents on how to address credits and correcting accounts with manager offers when bills have been incorrectly processed or when the account has been handle incorrectly leading to promotions being lost before they were to expire.

• Teaching agents how to use different tools and how to look up policies

• Utilizes various systems and tools to initiate assistance and service customers and agents.

• Continually maintain a working knowledge of all company products, services, promotions, and policies

• Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.

Loyalty Representative

AT&T - Boise, ID

December 2019 to July 2020

• Answer inbound calls with the intent to retain/add the appropriate level AT&T services from customers that are attempting to disconnect.

• Leverage compassion, discovery, and all services in the AT&T portfolio to retain customers and build Brand Loyalty.

• Assist customers with questions and concerns on all products and services offered by AT&T through researching resolutions using various tools and systems.

• Coordinate with all sales channels for retention efforts on existing customer base.

• May sell all products and services offered by AT&T.

• May help collect past due balances or take payments from customers who have been disconnected.

• Process credit applications and activates service.

• Maintain appropriate records, prepares required reports, and updates customer accounts.

• Perform other duties as assigned by management.

• Answers customer/client requests or inquiries concerning services and products and reports problem areas.

• Utilizes various systems and tools to initiate assistance and service customers.

• Continually maintain working knowledge of all company products, services and promotions.

• Make recommendations according to customer’s needs.

• Utilize operational systems to process purchases of all products and services.

• Administer system functions on all opening, closing, and balancing procedures to according to finance guidelines.

• May perform other related duties and responsibilities as assigned and/or required.

• Solid problem-solving skills for the purpose of determining and solving customer issues.

• Strong verbal and phone skills for the purpose of gathering data for problem-solving and for communicating results to customers.

Education

High school

Presentation High School - San Jose, CA

August 2011 to May 2015

Skills

• microsoft Word (7 years)

• Excel (5 years)

• Google+ (5 years)

• Google Docs (6 years)

• Customer Service (7 years)

• Organizational Skills (7 years)

• Switchboard (3 years)

• Customer Relations (7 years)

• Customer Support (7 years)

• Customer Care (7 years)

• Call Center (2 years)

• Sales (6 years)

• Supervising experience (2 years)

• Upselling (6 years)

• Salesforce (2 years)

• Marketing (1 year)

• Adult Education (2 years)

• Mentoring (3 years)

• Surveillance (1 year)

Additional Information

Received Academic Dean Award

Contact this candidate