Trainer

Joyce M. Foster

***** ***** ****** **. *************@*****.***

Chicago, Illinois 60643 Cellular 773/ 547-8996

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OBJECTIVE

I am seeking the opportunity to effectively apply my customer service experience, technical skills and knowledge of quality service in the role of Training Specialist. The customer service experiences acquired will be easily transferred into employee base management as the needs are always to increase call handling efficiency and provide outstanding service.

EDUCATION

Bachelor Degree in Business Administration, Robert Morris University, Chicago, IL Conferred June 2009

Certificate of Completion, National Lewis University’s Train the Trainer Course, Chicago, IL 2000

PROFESSIONAL EXPERIENCE

Vendor Specialist, Macy’s Retail May 2011 – Present

• Assist customers with clothing selections and purchases

• Exceed weekly departmental sales goals by an average of 5%

• Develop preferred customer list to make customers aware of sales to increase department volume

• Organize store inventory by size and color by maintaining floor standards

• Apply methods of MAGIC selling concepts to increase departmental profitability

• Promoted to vendor specialist within four months of employment

• Achieved top seller status in the department for 4 consecutive weeks

• Demonstrate leadership abilities by motivating and directing co-workers and new associates to increase productivity

• Recognized for exceptional customer service and ability to learn new concepts

Wedding Consultant, David’s Bridal Dec. 2009 – May 2011

• Recommended fashion styles for the bride’s wedding gown and bridal party dresses

• Conducted follow-up meetings with wedding party to ensure final fittings and payments were completed prior to wedding day

• Consulted with the bride and bridal party to identify all wedding needs to accomplish the bride’s vision for wedding day

• Recognized for outstanding ability to connect with clients and provided great customer experience

Repayment Specialist, Council for Adult Experiential Learning Oct. 2006 – Feb. 2007

• Provided assistance to current students regarding repayment options for tuition reimbursement and graduation requirements

• Processed all incoming tuition payments through Accounts Receivables

• Developed and updated a Microsoft Excel Spreadsheet to track student tuition repayment status

Benefits Representative, Chicago Public Schools Mar. 2006

• Assisted with the new hire process for all on-boarding employees through the coordination of drug testing and finger printing results

• Organized location assignments for new substitute teachers

• Provided procedures for employees on Family Medical Leave Act (FMLA), Short-Term Disability and Long-Term Disability

• Facilitated discussions pertaining to processes for promotional upgrades

• Utilized PeopleSoft software to input and review employee data

Customer Service/Call Center Trainer, MCI WorldCom Feb. 1997- Dec. 2001

• 5 years of experience in delivering professional classroom training for new hire orientation, voice and data product training, system navigation, order flow process, and customer call handling procedures

• Evaluated training participant’s progress and discussed training needs with management

• Demonstrated strong analytical and public speaking skills

• Developed procedures and related training materials for professional development program.

• Awarded for the development and implementation of the department call center and customer service training programs.

• Acted as supervisor to coach and monitor calls for the development of professional call handling skills

• Conducted daily team meetings to provide industry information and network alerts

• Managed team of 12 customer service professional to meeting daily call center goals

• Demonstrated leadership skills by coaching, developing and conducting daily team meetings.

Additional Work Experience

Customer Service & Data Entry

Fine Jewelry Sales, JC Penney Nov. 2004 – Jan 2009

• Assisted customers in the selection of fine jewelry and watches (Seasonal – Winter)

• Met sales, CARE Plan, credit goals

• Awarded for outstanding customer service

Data Entry Operator, Citi International/Idealease Jul. 2004 – Nov. 2004

• Inputted 150 service order requests for company trucks with 98% accuracy.

• Receptionist, processed mail, light billing

Data Entry Specialist, Fuchs Lubricants Jun. 2003 – Jul. 2004

• Supported sales force in order processing and logistics.

• Maintained spreadsheets, and order tracking

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