Senior Training Specialist for Customer Experience

Amos Williams

*** ********* ***

Utica, NY *****

Cell: 315-***-****

Email:****************@*****.***

Career Overview

responsible for equipping customer service teams with the skills and knowledge needed to deliver exceptional customer experiences. They design and deliver training programs, assess team performance, and provide feedback to improve service quality. Utilizing tools and resources to assist with knowledge gaps

Core Strengths

Strong organizational skills

Active listening skills

Sharp problem solver

Courteous demeanor

Energetic work attitude

Emotional intelligence skills

Sr. Trainer

Verizon Wireless

07/02/2019

12/19/2025

Use adult learning training methodology, appropriate media, trainer materials and effective presentation skills. Identify alternate solutions/learning when delivery challenges arise

(materials, content, room set-up) Responds appropriately to learner needs (clarification, examples, feedback) Establishes and maintains expertise in subjects taught Manages classroom environment so it is safe and conducive to learning Partners with management, attends regional/area/project meetings, conducts workgroup observations (store visits, floor observations, business-to-business ride-along) for effective use of business acumen to KPI s) through direct knowledge/experience with workgroup.support the growth and development of employees by delivering in-person training you will be imparting critical skills and knowledge to help them become even better. deliver learning solutions that are engaging, fun and most importantly build those capabilities needed to enable our people to create the future. Deliver programs across our broad training curriculum including sales, product and leadership training. Completing and leading train-the-trainer certifications and supporting peer development. Connecting key learning to the business priorities and desired outcomes. Facilitating and using a variety of learning methodologies, media, and materials. Evaluating training effectiveness and reporting outcomes to leadershipI have the ability to identify alternate solutions/learning when delivery challenges arise (materials, content) Effective use of questioning techniques (open, closed, directed, overhead) Effective verbal communication skills (grammar, structure, volume, jargon-free, filler-free, tone, tempo) Effective presentation skills (eye-contact, body language, non-verbals, movement, energy) Effective writing skills (grammar, spelling, easel charts, whiteboards) Utilization of media effectively (TV/video, PowerPoint, projector, online learning/blended) Respond appropriately to learner needs (clarification, examples, feedback, coaching, listening) Establish and maintain trainer credibility (core values, business acumen, professionalism, appearance, relevance, field/content experience) Effective mastery and utilization of training materials (leader guide, participant materials, job aids) Managing the classroom environment (participant challenges, utilizing room/space, handling roadblocks) Solution Specialist

Verizon Wireless

09/07/2017

07/02/2019

listening to customers to provide them solutions to help them achieve their daily goals.• Giving customers a great experience and showing them how to use there technology while having fun with it. • I use my knowledge and passion for the job to help me sale the newest product that Verizon offers.• getting to know the customer to provide the right product for them so they can enjoy the technology and not be overwhelmed. • helping my peers understand and utilize the resources that Verizon offers. • Helping new hires get to know the job and fill comfortable and excited to start working.

Customer Service Representative

Adecco/MetLife

09/01/2016

09/02/2017

Customer Service Representative/Team Leader Improved revenue for provider appealing denied claims. Post and reconcile insurance and patient payments. Research and resolve incorrect payments, work EOB rejections, and other issues with outstanding accounts. Answer and resolve patient billing issues. Follow up on insurance and patient aging reports. Research refund requests. Filed claims electronically and resolved claim rejections. As a Team leader I ran huddles and meetings. Coached outliers on behavioral issues and drove our team to success.

Customer Service Representative

APAC/EGS Customer Services

01/01/2014

06/01/2016

Utica, NY Customer Service Representative Processed merchandise returns and exchanges. Recommended, selected and helped locate merchandise based on customer needs and desires. Assisted customers in finding out-of-stock items. Responsible for handling customer concerns in a timely manner and guaranteeing high level of customer service. Certified Verizon

/EGS Trainer Handled New Hire, trained classes on Verizon material, and its product. Trained new campaign material to site, Payroll, scheduling, handle escalations, and approve credits. Organizing training classes and power points to present to client, agents and rest of site. I also Travled to the Philippines to open a call center for the same company and out there I was responsible for new hire training in classroom setting. Provided training and answered questions on Verizon Wireless material. Payroll and scheduling, organizing classes and materials to be presented for training. report back to EGS Utica with status updates and record keeping of company finances while traveling.

Team Leader

Wendy's

05/01/2009

08/01/2012

New Hartford, NY Team leader Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges. Prevented store losses using awareness, attention to detail and integrity. Created new processes and systems for increasing customer service satisfaction. Developed highly empathetic client relationships and earned reputation for exceeding sales goals.

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