Lifelong Learner - Trainer & Mentor Specialist

***************@*****.*** Cell: 615-***-****

Barbara Pearl

Introduction

My objective is to move to a company that needs my interpersonal skills as a trainer and mentor. I currently telecommute and am open to positions both in the office and telecommuting. I am also open to travel. I have worked for the same company, in different capacities, since June 2013.

Accomplishments

Exceptional listener and communicator both orally and in writing

Skilled in research and resolution of ongoing issues

Computer literate and easily learns new methods and procedures

Highly organized and able to manage several commitments at once and stay on task

Professional Experience

Peer Leader and Trainer, Asurion Service Group April 2015-Present

Utilize virtual environment including Zoom Meeting and Skype for Business to train new hires and current agents

Author of predefined content in Live Person for several lines of business.

Trained agents on many lines of business.

Constantly being tapped for project work.

Technician, Asurion Premier Support Solutions June 2013-March 2015

Consistently high numbers in Rep Resolve, Entire Rep Performance and NPS and HERO.

Experienced in both side-by-sides and coaching feedback, and in reverse side-by-sides.

Dependable worker with a low absence rate.

Have instructed others on how to use both PSS and carrier-specific tools and systems both as a team member and as a Mentor.

As a mentor, listened to calls and coached others, took escalation and kudos calls, participated in chat-based support, and received strong positive feedback from those being mentored.

Tier II Technical Support, Verizon Wireless Feb 2010-June 2012

Advanced early from Customer Service into Tier II support; required time in title before advancement waived due to high performance metrics in Customer Service role.

Presented new topics and at monthly team meetings under supervisor’s direction.

Worked in the escalation queue for Customer Service issues on a rotating basis.

Student, Middle Tennessee State University Aug 2010-Present

Currently seeking degree in Professional Studies

Double minor in Law and Information Technology

Graduation target date is May 2019

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