Customer Service Training

Kurt Niendorf

*** ****** **** **** ****, NC ***** 404-***-**** ****.********@*****.***

Certifications MS MCP | COMPTIA CTT+ | A+ | Network+ | Security+

PROFESSIONAL EXPERIENCE

Trainer, 3SoftUSA, Vienna, VA (July 2009-Present)

COMPTIA A+ & Security+ critical boot-camp training for military personnel in compliance with

DOD Regulation Department of Defense 8570.01-M

Key Highlights:

Developed a training plan including instructor led training, lab work, and test preparation resulting in 90% or better certification rate. Traveled to various military bases to provide training

Trainer, RYLA - Project Rabbit's Foot, Kennesaw, GA (11/08-03/09)

New hire training for 800 telecom call center representatives.

Key Highlights

Trained group on customer service skills and utilizing the company's CRM, Billing System, Network Viewer, Knowledge Base, and other integrated software to prepare call center representatives to effectively meet customer needs.

Developed a unofficial knowledge base for use by the training group and for delivery of the final product.

Provided ongoing supplemental training.

Coach/Facilitator, Wise Women Speak, Atlanta, GA (08/08-11/08)

Coached, led and mentored high school students through a 3-week apprenticeship program

designed to encourage future Business Leaders and Financiers.

Key Highlights

Guided students through the process of starting their own business. Conceptualized how to plan, finance, and communicate effectively in a business environment. Students presented their business plans.

Trainer/Facilitator, Hodges Consulting, Atlanta, GA (05/08-Present) Collaborated with other trainers to provide Tablet PC training covering basic operation and proprietary applications for a group of 400 new hire pharmaceutical sales representatives.

Key Highlights

Setup, troubleshot, and provided onsite help desk support for the sales force, both during and after the training sessions.

Assisted as needed for various MS Applications courses, specifically, PowerPoint, Outlook, Excel, and MS Project course.

Autism Specialist, Durham Public Schools, Durham, NC (09/99-05/04) Piloted autism teacher training for Durham Public Schools. Developed program materials and presented the program to certified teachers, administrators, professionals and non-professional staff.

Key Highlights

Coached and trained teachers and staff though a series of classroom consultations, hands-on workshops and ongoing professional development classes.

Consulted with administrators, teachers, staff and parents to identify and develop appropriate programs and solutions to meet the needs of students parents, and schools.

Job Coach, Division TEACCH, Chapel Hill, NC (04/96-09/99) Performed informal vocational assessments to determine personal preferences, strengths, and needs for adults with moderate to high-functioning autism.

Key Highlights

Worked with employers to develop long term, meaningful jobs for adults with autism.

Provided individual and group training and consultation for my clients’ managers, co-workers, and service providers.

Catering Manager, Sodexho Georgia Institute of Technology, Atlanta, GA (05/04-08/07) Delivered, set up, and supervised catering events ranging from simple buffets to multi-course meals.

Key Highlights

Provided input into the employment process of new catering staff from interview through hire.

Trained new employees and supervise catering staff. Respond to client concerns resulting in positive resolution.

Assisted Catering Director with day-to-day support in scheduling and event planning.

Managed vendor relations and other diversified administrative duties while exercising independent judgment and initiative.

EDUCATION

Bachelor of Arts (English) 1990, State University of NY at Geneseo

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