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Training Customer Service

Location:
Detroit, MI
Salary:
55,000-62,000
Posted:
October 17, 2020

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Resume:

STEPHANIE A. ROURKE

***** ******* ***** **. #*, Clinton Twp, MI 48035 810-***-**** adg18s@r.postjobfree.com www.linkedin.com/in/stephaniearourke

EDUCATION SPECIALIST / CURRICULUM DEVELOPMENT

Customer service focused with extensive experience in the development and planning of training programs, curriculum management, and the documentation of processes. SPECIAL SKILLS

● Microsoft Office Suite

● SharePoint

● Project Management

● Adult Learning Theories

● Content Development

● Training Facilitation

● Event Planning

● Adobe Captivate

● Curriculum Design

● NICE inContact

● Learning Management Systems

● PeopleSoft

EXPERIENCE

Education Specialist 12/2013 – 09/2020

Raymond James Financial – Southfield, MI

● Served as Program Manager for customer service focused courses. This included the design and development of content, working with SMEs to address needed updates, delegating facilitation assignments, loading courses into an LMS, and attendance tracking and reporting. Reported information to leadership to develop a strategy to drive attendance using existing networking, corporate email communications, and corporate newsletters.

● Worked as lead facilitator and content contributor for numerous associate development programs including new hire, train the trainer, corporate culture, and financial industry overview creating successful associates.

● Supported departments across Operations with their training strategies and methods in a consultant capacity, resulting in consistent and effective development outcomes across the organization.

● Trained organizational leaders on how to most effectively use the NICE inContact call recording system, resulting in associates being able to receive effective and timely feedback on their calls.

● Led associate engagement planning and events, directly increasing associate morale through innovative ideas while working within a budget. The largest engagement project was Customer Service Week. Skills included successfully procuring a guest speaker, innovating multiple individual and team activities with a committee, organizing graphics and swag for associates.

● Edited and maintained multiple SharePoint sites, facilitating consistent and effective communication and knowledge sharing among departments.

Training Specialist 2003 – 2013

Aditya Birla Minacs – Farmington Hills, MI

● Aligned to support one of our largest accounts, GM/OnStar, with the design, development, and implementation of associate training.

● Worked collaboratively with training team and SMEs to build engaging training strategies and methods.

● Served as a mentor to Designated Trainers on how to best support their individual lines of business through training excellence.

● Piloted new training platforms and communicated constructive feedback and opportunities for enhancement before delivering to advisor populations, helping to ensure content yielded positive reception. EDUCATION

Bachelor of Arts (BA)in English

University of Michigan – Flint, Flint, MI

Associates of Arts (AAS) in History

University of Michigan - Flint, Flint, MI

Secondary Education Teaching Certificate

University of Michigan – Flint, Flint, MI

LICENSES & CERTIFICATIONS

Series 7 – FINRA

Instructional Design Certification – Association for Talent Development Facilitating Virtual Training Certification – Associates for Talent Development Certified Associate in Project Management – Project Management Institute



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