Dynamic Training & Technical Support Leader

Jorge Lopez

Objective: Highly skilled Learning and Development Professional with a diverse background in managing e-Learning training teams and developing comprehensive training programs across various media formats. Seeking a challenging position in a call center environment, where I can utilize my expertise in training and development to contribute to the success of the team and the organization.

Education and Certification:

● A+ Certification Comp TIA, 2010

● Dell Certified Systems Expert DELL Inc., 2009

● Dell International Services Master Trainer DELL Inc., 2008

● Associates degree in Civil Engineering ITCA, 2003

● English as a Second Language Teacher Training Course C.C.S., 2000 Professional Experience:

Senior Technical Support Specialist and Content Developer JamKazam Inc., TX April 2019 – Present

● Conduct remote online conference call sessions with users to familiarize them with the app and its features, showcasing excellent call center communication skills.

● Manage the technical support general inbox, addressing customers' requests promptly, and providing courteous assistance to users, reflecting strong call center customer service.

● Create informative articles for common issues and configuration procedures, empowering users to resolve minor problems independently.

● Provide technical support to users via email, phone, and the JamKazam app, demonstrating problem-solving abilities and maintaining high customer satisfaction. Bilingual Trainer - Safety Consultant EEAP the Safety People, Palmbale, CA May 2014 – Dec 2018

● Assist in call center operations during peak periods, offering excellent customer service and technical support to callers.

● Perform Safety Inspections and Cal-OSHA compliance audits, emphasizing attention to detail and adherence to safety standards.

● Generate detailed Safety Inspection and Cal-OSHA compliance reports, showcasing strong reporting and documentation skills.

● Deliver engaging Safety Training classes on various topics, utilizing effective communication and presentation skills for call center training.

● Conduct Forklift Operator Training and Boom Lift operator certification classes, ensuring compliance with safety regulations and providing clear instructions.

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Learning and Development Manager STOPS INC -OCM 2010–2014

● Conducted call calibration sessions to maintain high-quality service delivery across the call center.

● Collaborated with business partners to identify learning needs and opportunities, aligning call center training with organizational goals.

● Oversaw the development of curriculum and content for global leadership and management programs, tailoring training to meet call center needs.

● Implemented new programs, including train-the-trainer sessions and course materials development, ensuring seamless knowledge transfer. Senior Phone Technical Support Training Analyst DELL Inc., Sam Salvador 2006 – 2008

● Worked closely with Call Center Operations and Team Managers to plan and execute floor-wide training programs, ensuring consistent customer service delivery.

● Conducted regular quality audits to assess agent performance, providing constructive feedback for continuous improvement and enhancing call center efficiency.

● Delivered comprehensive New Hire Training for L1 and L2 technical support agents, focusing on call center-specific skills and knowledge.

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