Training Customer Service
Resume:
KRISTI NASH
********@*****.*** · www.linkedin.com/in/kristi-nash-9b0a128
SUMMARY
Successful trainer with over 10 years of training, customer service, leadership development, and implementation. Skilled in employee coaching, training evaluation, and the adult learning principles with the ability to facilitate courses at all levels of employment.
CORE AREAS OF EXPERTISE
Adult Learning Theory
Training Needs Analysis
Ability to Grasp New Material Quickly
Strong Written and Verbal Communication Skills
Capable of Training Diverse Audiences Utilizing Various In-person and Virtual Platforms
PROFESSIONAL EXPERIENCE OVERVIEW
Operations Trainer
Southeastrans
Atlanta, Georgia July 2017 - Present
Key Responsibilities:
Assist IT with software testing prior to roll-out
Conduct software training for new and tenured agents
Responsible for training agents during new call center implementations
Develop and deliver virtual training using various platforms such as Zoom, Teams, and WebEx
Monitor and provide weekly feedback of agent performance during training using key performance metrics
Assist with developing and maintaining instructional curriculum on systems and processes and procedures
Facilitate new hire, refresher, and train-the-trainer sessions to employees at all levels and across multiple departments via web and classroom settings
Accomplishments
Sustain a 90% graduation rate from training
Trained 200+ new employees during new call center implementations
Maintained a 4.5 or higher out of 5 training rating from new employees
Technical Trainer
TSYS
McDonough, Georgia June 2016 – June 2017
Key Responsibilities:
Assisted with software implementation
Facilitate virtual training of new software
Evaluated effectiveness of training program
Conducted train-the-trainer, new hire, and refresher training sessions
Wrote weekly evaluations concerning student progress during training
Led training for new products and software via classroom and web training
Conveyed skill and performance coaching, expert knowledge development, training, and support for colleagues
Developed and delivered curriculum on payment processing products, processes, and technologies ranging from collections to customer service on numerous portfolios in a call center environment
Employment Specialist
MUST Ministries
Smyrna, Georgia July 2015 – June 2016
Key Responsibilities:
Facilitated “Back to Work” e-training curriculum to clients
Supported Volunteer Coordinator to ensure appropriate levels of staffing
Assisted with creating and updating training curriculum used with clients
Assisted clients in utilizing the tools and services available to track progress towards employment
Responsible for Training of employment volunteers on how to assist clients with employment search
Manager
CarMax Auto Superstores, Inc.
Gilbert, Arizona and Pompano Beach, Florida April 2008 – January 2014
Key Responsibilities:
Developed procedures and software training and follow up evaluation procedures
Delivered training sessions for employees from entry level to senior management
Responsible for monitoring customer surveys and providing developmental feedback to associates when necessary
Responsible for reconciling several accounts such as sales audit, bad debt, customer deposit, license and title, and mail refund
Responsible for assisting in the management of 4 supervisors and 20 associates and the operation of the store’s business office
Utilized reports, analyzed information, and monitored trends to identify opportunities in the business to reduce waste, and recognized process improvements that were value added for the customer and associate experience
Ensured positive associate engagement and development by delivering timely and effective feedback through individual meetings, file reviews, performance management, and the annual performance review process
Accomplishment
Mentored 4 associates to a departmental promotion
Increased percentage of cross-trained associates from 30% to 100% in 6 months
Improved customer service rating from the lowest in the region to top 2 company wide
EDUCATION
Bachelor of Arts in Sociology, Talladega College, Talladega, Alabama 2007
COMPUTER SKILLS
Microsoft Office Suite
Microsoft Teams
SangIt
Zoom
PeopleSoft
WebEx
Articulate Storyline
SharePoint
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