Service Resource Coordinator

SENIOR-LEVEL TRAINING COORDINATOR

Solving specific and measurable organization needs through training, development, and engagement of employees.

Proactive and methodical training coordinator with a trademark for blending top-tier customer support skills with an understanding of the intricacies of training needs, strengths, and challenges. Reinforced by a solid reputation for raising the bar on training through designing and implementing in-depth processes to improve employee performance and drive measurable operational results. Relentless dedication to making abstract ideas concrete and practical through deft preparation of training materials. Impressive history of delivering continuing education training to keep employees abreast of rapidly evolving technologies. Maintain impeccable integrity for training quality and training records maintenance; driven by a desire to see employees advance – both personally and professionally.

Training Documentation Development Visionary Execution & Leadership Operational Excellence

Best Practices & Training Trends Compliance Continuing Education Customer Service & Satisfaction

New Employees Training Process Improvement & Optimization Training Needs Assessment

Administrative Support & Planning Trust-Based Relationship Building Diplomatic Issue Resolution

CAREER EXPERIENCE & MILESTONES

TrueNorth Companies – Arlington, TX March 2020 – Present

Service Manager

Overview: Recruited to assist with client renewal process, receive renewals from carriers, quote plans with alternate carriers, provide cost analysis to the account management team, and update agency management system. Charged with answering client/employee questions related to benefits, claims and enrollment requirements. Record all projects and communications to clients/employees in ZenDesk. Prepare client communications for employee meetings.

Notable Contribution:

Due to COVID-19, laid solid groundwork to improve process and understanding of Zoom by sharing key experiences utilizing online training with HR and developing step-by-step guide to use when creating a new training class over zoom.

Mary Kay – Carrollton, TX July 2013 – September 2019

Service Resource Coordinator

Overview: Solicited to train new and tenured employees for the customer service department. Scheduled and oversaw new and tenured employee training sessions. Interviewed new call center agents and delivered feedback to management. Coached, motivated and trained call center agents on how to overcome conflict during calls. Mentored new employees to be successful in their new roles. Collaborated with corporate partners to research questions from the sales force.

Notable Contributions:

Orchestrated meeting with Supervisors and Managers to set up a plan and develop training course materials.

Scheduled several training sessions and met with more than 150 agents without affecting call volume.

Joined forces with team members and met with Marketing and Sales Education department to create new videos for each new quarter that detailed the new products and promotions.

Slashed callbacks from customers, ultimately improved call quality and saved significant amount of money.

EDUCATION TRAJECTORY

Master of Business Administration (Ongoing) Colorado State University – Fort Collins, CO

Bachelor of Science (BS) University of Phoenix – Tempe, AZ

TECHNICAL ACUMEN

SharePoint, ZenDesk, PeopleSoft, ADP, Epic, Paycom, Ease, MS Office

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