Customer Service Technical Support

Michelle Ebinger

Lake Worth, FL ******@*****.*** 561-***-****

Training & Development Leader

Goal oriented training and development leader with extensive experience with Fortune 500 companies. Talented, professional Manager with excellent leadership skills and a passion for delivering measurable results and superior customer service in a fast-paced environment. Reliable, flexible, go getter with dynamic personality. Hard working, goal oriented, team player dedicated to company results. Innovative and creative professional with a strong attention to detail. Excellent communication skills in both written and verbal formats. Detail oriented with excellent analytical skills. Core Competencies

• Coaching and Mentoring Adult Learning Theory In-person/Virtual Facilitator

• Global Learning Consultant Training Program Development Self Employed Contractor Virtual Classroom Facilitator/Producer 2020 - present

• Provide technical support for virtual trainings, meetings, and webinars via Microsoft Teams, Zoom, WebEx Training Center, Webex Meeting Center, Google Meet, RingCentral and Adobe Connect platforms.

• Deliver engaging learning solutions in the virtual environment. Independence Blue Cross Blue Shield Learning Implementation Specialist 2023 – 2025

• Delivered engaging training solutions in the virtual and in-person classroom setting.

• Monitored and tracked all attendance, performance and access issues

• Reported classroom activities to leadership using classroom summary reporting and scorecards Steinger, Greene & Feiner Training & Development Coordinator 2022 - 2023

• Content development for new hire legal teams.

• Coordinated training logistics for new hires.

• Provided technical support for new hires during onboarding. Clerk of the Circuit Court & Comptroller Sr. Technical Trainer 2021 - 2022

• Provided technical training, via Webex or in person for all levels of Finance employees.

• Designed engaging learning solutions with Captivate 2019.

• Efficiently managed training through three Learning Management Systems, Adobe Prime, PeopleSoft and TED.

• Monitored and tracked all training requests and attendance for Certification Security requirements.

Quality Assurance Specialist Shore Excursions Group, LLC 2019 - 2021

• Implemented Adobe Connect platform for remote learning, designed and delivered blended training solutions for Call Center Agents performing sales and service roles

• Developed Quality Assurance department, including standards, evaluation scale, feedback process, reporting, performance analysis and complex Performance Scorecard tools.

• Designed employee resource tools through the development of Standard Operating Procedures for each job task and online Resource Library for central access.

• Designed and delivered various training solutions to address performance gaps and onboard new employees, including eLearning course in Articulate 360, video micro lessons and fully blended courses.

Training & Quality Manager iQor 2017-2019

• Developed and managed training and development programs for customer centric clients to drive excellence in customer service utilizing in-person and Adobe Connect

• Managed teams of Trainers and Quality Analysts in multiple locations to develop evaluation standards, processes, and performance measurements. Sales Supervisor MDVIP 2016-2017

• Developed and managed training and development programs for all sales teams to drive quality and performance improvement.

• Managed team of Program Specialists to ensure quality sales conversations were delivered to meet sales goals.

Learning Manager SITEL 2015-2016

• Developed and managed complex training and development programs for all call enter operations to drive quality and performance improvement that meet client requirements.

• Managed large team of learning specialists to ensure timely and accurate delivery of learning materials, including scheduling training, reviewing performance and feedback.

• Demonstrated excellent communication skills to ensure excellent client and company goals were met.

• Developed and evaluated effectiveness of detailed training programs utilized to address performance gaps and ensure goal achievement from agent population, including measuring effectiveness through feedback received from end user, management team and client.

• Managed and monitored recruitment and interview process for all incoming training team to ensure quality candidates were selected and on-boarded correctly. Virtual Technical Producer Self Employed Contractor 2014-2015

• Provide technical support for virtual trainings, meetings and webinars via WebEx Training Center, Event Center and Adobe Connect platforms.

Partner Training Specialist American Express 2005-2014

• Coordinated reengineering efforts to successfully migrate core business functions to Partners.

• Led redesign effort of core credit curricula to improve overall customer satisfaction ratings while improving speed to proficiency of new hires.

• Conducted needs analysis to create, implement and manage project plans to bring measurable improvements in customer satisfaction, call handling times, collection effectiveness and quality to global vendor call centers.

• Acted as liaison between multiple leadership departments domestic & international Credit, Fraud, Customer Service, Merchant and Marketing Partners to ensure all key business initiatives were met timely and with highest performance outcomes.

• Leveraged expertise in Adult Learning Theory to provide ongoing feedback to all levels of leadership, including the development of Training Managers, Instructors and Coaches to include Certifications in delivery and curricula standards.

• Managed people, process and learning technology in and out of the classroom using virtual technology.

• Developed and delivered workshops via virtual classroom technology and in person to develop the facilitation, coaching and leadership skills of the training staff.

• Proficient in computer skills, including Microsoft word, PowerPoint, Excel, and Outlook. Education/Certification

Virtual Classroom Design Mastery Certification

Master certified as a Virtual Instructor & Producer Virtual Instructor Certification, InSync Training

Virtual Producer Certification, InSync Training

The King’s Academy, West Palm Beach, FL, Diploma

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