Customer Service Representative
Resume:
Patricia A. Fazio-Pica
Cape Coral, Fl 33914
***************@*****.***
Recognized as a strong highly motivated leader. Performance illustrates dedication, loyalty, high level of commitment and professional integrity. Training experience includes sales, client relations, product knowledge, computer technology and online reference tools. Utilize appropriate training delivery systems to match the need including, lectures, role playing blended learning and interactive activities. Perform well independently as well as a contributing team member. Maintain composure and analytical approach under highly demanding circumstances prioritizing diverse challenges to effectively solve problems. Professional Experience
Offline Customer Support Facilitator ll
Charter Communications, Bradenton, Fl
May 2017 – Present (5 yrs)
Responsibilities
● Facilitate nine week New Hire Training to groups of 14+ agents to develop participants' skill sets. This includes classroom instruction and on-line Learning debriefs.
● Manage the classroom and participants during training by tracking attendance, addressing inappropriate behavior and documenting performance, both strengths and development needs.
● Create scavenger hunts and hands on activities to be used during New Hire and continuation training sessions.
● Perform all administrative duties including class and lab preparation, schedule administration, and participant record maintenance (e.g., test scores, evaluations and attendance).
● Follow facilitator guide to lead learners through appropriate activities, discussions and debriefs.
● Facilitated Training for 100 employees during 1st Quarter of 2019 that were transitioning from a Billing Call Center to a new position as Offline Customer Support agents. Customer Care Facilitator
Time Warner Cable, Staten Island, NY
Apr 2013 - May 20174
Responsibilities
● Delivered training programs for all aspects of Time Warner Cable’s Customer Care department as they relate to products, sales, soft skills, troubleshooting, work procedures, policies, practices and billing system functionality.
● Facilitated New hire training classes which consisted of four weeks of classroom training and two weeks on the job training.
● Delivered product launch training for Avaya One-x, Spectrum Product and Pricing and C360 Dashboard. Sales Trainer
Time Warner Cable, College Point NY
Jan 2011 - Mar 2013
Responsibilities
● Administered and facilitated sales, product and billing systems training for new hire Inbound and Outbound Call Center employees. Conducted 8 New Hire Inbound Sales classes training a total of 120 Agents.
● Recommended changes to the training programs and assisted in the development of new programs by standardizing the NYC Inbound Sales Curriculum and agenda to mirror the Northeast and Carolina market.
● Implemented new hires job shadow Agents in the call center throughout training so they were able to hear the Sales Process and understand the importance of multitasking including navigating various systems while speaking to the customer.
● Led needs analysis meetings with Sales Leadership to determine needs of existing Outbound Sales Agents transitioning to their new role as Inbound Sales Agents resulting in reduced training time from 2 weeks to 1 week.
● Conducted Train the Trainer sessions to peers in Northeast and Carolina markets.
● Coached to performance, attendance and behavioral challenges in the classroom in coordination with Human Resources and Sales Leadership.
Training Specialist
Verizon, Brooklyn, NY
Sep 1990 - Nov 2008
Responsibilities
● Oversaw and coordinated training for various functions within the Customer Service Department. Provided training in a variety of areas including Fios, sales, client relations and product knowledge.
● Conducted training classes for groups of 20+ and provided ongoing individualized training comprised of lectures, role playing, blended learning and interactive activities.
● Training efforts resulted in increased sales revenue and improved customer service.
● Assisted in the redesign of New Hire Training Program and training materials for various seminars, workshops and training classes for existing employees. Education
Wagner College
B.S.Business Administration
1986 - 1990
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