Customer Service Training Specialist
Resume:
HEATHER
GERRELL
CONTACT
Benson, NC *****
***************@*****.***
S K I L LS
• Interpersonal communication
• Troubleshooting
• Team building
• Customer service
• Google drive
• Problem-solving
• Self-Directed
• Organization
• Good Telephone Etiquette
• MS office
• Supervision and leadership
• Software Proficiency
• Organization and time management
• Written communication
• Social perceptiveness
• Public speaking
• Problem resolution
P R O F E SSIONAL S UMMARY
Seasoned Training Specialist with a demonstrated history of working in the Information Technology field as well as the teaching field. Skilled in robust technology software, as well as Curriculum Teaching platforms. Skilled in team building and Quality Assurance Support. Strong quality professional resulting in an improvement of metrics in the first month of employment. WORK E X P E R I E N C E
Microsoft
Technical Customer Service Representative
Johnston County Board Of Education Smithfield, NC Assistant Teacher
Working Solutions Raleigh, NC
Call Center Trainer
• August 2023 - Current
• Leveraged remote diagnostic tools to efficiently identify and solve user problems.
• Assisted in the deployment of new hardware, including desktops, laptops, and peripherals.
• Aided in configuring mobile devices for secure access to corporate email and networks.
• Collaborated with IT team to document common problems and their solutions in a knowledge base.
• Simplified complex technical information into easy-to-understand instructions for users.
• Installed, configured, and updated software applications according to company guidelines.
• Trained new employees on company software and troubleshooting techniques.
• August 2016 - January 2023
• Maintain a supportive and organized learning environment
• Instruct students in academic subjects fostering critical thinking and life skills
• Manage a classroom and collaborate with parents and colleagues Instruction: Develop, deliver engaging lesson plans using various methods to create critical thinking skills
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• create feedback to help prepare students for higher education and future careers Administer tests and other assessments to identify progress and give feedback to students and parents
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• Establish and enforce class rules to maintain a positive and disciplined learning environment Serve as a mentor guiding students through their academic journey addressing personal or educational issues, and providing advice on future academic and career paths
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• Expertise: Possess strong knowledge in subject areas such as literature, science, or mathematics Communication: Exhibit excellent verbal and written communication skills to interact with students, parents, colleagues and administrators
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Organization: Demonstrate strong organizational and time management skills to balance instruction. planning, and admin duties
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Patience and Empathy: Show patience and understanding towards students diverse backgrounds, learning styles and challenges
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Resourcefulness: Be creative and resourceful in adapting teaching methods and using available materials to engage students.
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• January 2009 - March 2015
• Develop, coach, support, and evaluate associates on team
• Demonstrate many different programs and platforms to take calls E D U C ATION
August 2009
Associate of Applied Science - Science Education
UNCW, Wilmington
Work closely with Quality Assurance and management team to trend training / performance gaps and develop methods to close those gaps
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Coordinate all assigned projects; Ensure projects are completed by targeted deadlines and provides project status updates to management team
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Determine instructional methods such as an individual, training, group training, lectures, demonstrations, developing E-Learning modules meetings, and organizing workshops
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Provide written feedback to represenatives and supply managers on areas of focus with the reps on the team
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Contact this candidate