Customer Service Comprehensive Training

EW

Elisa Williams

Communication Skills Enhancement Employee Training and

Development

*******@******.*** • Inglewood, California

SUMMARY Seasoned Business Professional with over 15 years of experience in employee training and development, performance improvement, and customer service enhancement. Proven track record in developing comprehensive training programs and mentoring teams to achieve high performance. Methodical and dependable, excels in structured environments with clear goals. Recognized for top agent performance and consistent achievement of high member survey ratings.

KEY

ACHIEVEMENTS

Enhanced Employee Training: Developed and delivered comprehensive training programs at Automobile Club of Southern California, significantly improving employee skills and compliance with company standards.

Improved Customer Experience: Monitored member-agent interactions and facilitated call calibration sessions at Automobile Club of Southern California, leading to enhanced member experiences and exceeding expectations. Resolved Customer Complaints: Resolved customer complaints with diplomacy at Automobile Club of Southern California, maintaining strong customer relations and consistently achieving member survey ratings above 90%. EXPERIENCE Automobile Club of Southern California Jul 2016 - Jan 2025 Automobile Club of Southern California Jun 2010 - Jun 2016 Automobile Club of Southern California Jun 2007 - Jun 2010 Midtown Bowling Alley Jan 2003 - Jan 2007

Sr Training Instructor

Full-Time

Developed and delivered comprehensive training programs to enhance employee skills and knowledge.

Improved employee performance and ensured compliance with company standards through targeted training initiatives.

Mentored fellow training instructors to elevate instructional quality and consistency. Partnership Performance Group Coordinator

Full-Time

Monitored member-agent interactions and facilitated agent call calibration sessions to recognize and praise best practices.

Identified opportunities to improve member experiences and exceed expectations. Met regularly with Call Center leadership to communicate observations and provide constructive feedback for enhanced team preparation. Supported the Policy Management Group by handling inbound phone calls related to various states and lines of insurance.

Policy Service Specialist III

Full-Time

Resolved customer complaints with diplomacy to maintain strong customer relations while working independently in a fast-paced environment. Consistently met quotas and maintained member survey ratings above 90%, enhancing telephone communication skills and ensuring error-free record-keeping. Shift Supervisor

Full-Time

Mentored and trained employees in front counter operations and customer service, leading to improved repeat business.

Managed payment processing, conducted register counts, and handled nightly deposits, ensuring financial accuracy and accountability. SKILLS Communication Skills Enhancement Customer Service Enhancement Employee Training and Development Mentorship Performance Improvement Regulatory Compliance Team Performance Enhancement Training Program Development Curriculum Development Adult Education Virtual Training Training And Development Training Documentation Customer Success Management Train The Trainer

PERSONALITY

STRENGTHS

Scientifically validated

by Trudy

Conventional — Adheres to established processes and methods Planful — Structured, meticulous, and achievement-oriented Collaborative — Relationship builder, assertive and equipped to lead Accommodating — Diplomatic and accepting of others’ needs Composed — Remains calm under pressure

LICENSES &

CERTIFICATES

Resident Personal Lines Broker Agent

Pasadena City College

HONORS &

AWARDS

Be Legendary/ Agent Of The Year Jun 2009

Be Legendary/ Agent Of The Year Jun 2008

automobile club of southern california

recognition for performance

Automobile Club of southern california

recognition for top agent performance

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