Customer Service Sales

Kimberly Redd

*** *. ***** **** ****

Chicago, IL 60607

Training and Instructional Design

Fifteen years of progressive experience building call centers, and sales teams towards growth and profitability.

Areas of expertise include: instructional design and training, talent acquisition, performance management, leadership development, and employee relations. Industry experience includes third party call centers, telecommunications, financial services, teaching, and professional services.

Technical Skills: Microsoft Word, Acunote, Adobe Captivate, Mac OS X, WebEx, Knowlagent, HRIS, CRM, PowerPoint, Photoshop, Excel, SAP, Visio, MS Publisher, Caliburs, Blackboard, QuestionPro, Salesforce.com, Humming Bird DM, Camtasia and MS Project.

Enova Financial. Chicago, Illinois 2009 – Present

Corporate Trainer / Instructional Designer

Instructs new hire training classes. Provides on-going training for Customer Service, Loan Processing, Collections, Management, and Sales for the Call Centers that support the United Kingdom, Mexico, Canada, USA, and Australia. Partners with Online Marketing to release product updates for compliance purposes. Updates and develops training materials. Maintains records on individual and team progress. Identifies areas of improvement. Creates and updates manuals, online knowledge management tools, job aides and testing materials.

Pronto Connections. Chicago, Illinois 2009

Trainer

Instructed weekly new hire training classes. Provided on-going training and coaching for customer service and sales associates. Provided Quality Assurance to sixty representatives monthly. Maintained records on individual progress. Assisted in the hiring and termination of employees. Assisted in the creation of manuals and testing materials. Created and updated training materials to address call center and client needs for 90 accounts.

St. Elizabeth Junior High School. Chicago, IL 2007- 2009

Teacher

Instructed students in art and World History. Maintained discipline and monitored individual progress through reports. Documented student progress in quarterly reports. Developed creative teaching techniques including utilizing pictures and graphs to assist student learning.

SBC / AT&T. Chicago, IL 2004 –2007

Trainer

Supervised all training of sales and customer service skills. Motivated and encouraged team performance by increasing product knowledge through training, testing, and mentoring. Coordinated learning sessions with outside vendors to increase product knowledge. Supervised dynamic hands-on workshops and presentations for employees on all levels. Created a yearly training curriculum and calendar to ensure product knowledge for associates.

Alexander Inc. Chicago, IL 2000-2004

Training Manager (Contractor)

Managed all aspects of planning and training. Set priorities and manage time in a fast-paced environment. Developed a yearly training curriculum and calendar to introduce new products and services to associates. Delivered hands on workshops and to test and train associates on the proper protocol. Created assessments for ongoing training and development. Provided coaching, counseling and training to team members through monitoring of calls to ensure continuous improvement.

Alexander Inc. Chicago, IL 1997 –2000

Account Manager

Managed multiple accounts and generated new business. Negotiated contract renewal. Provided agent sales and software training. Led a cross-functional team of representatives from sales, customer service, technical service and accounts receivable. Provided effective sales and customer service support.

Illinois State University Normal, Illinois 2003

Bachelor of Science, History Education

PROFESSIONAL AFFILIATIONS

American Society for Training and Development

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