Training Specialist

Daniel Graef 805-***-****

*** * ******* **, ***** Maria, Ca 93454 ********@*****.***

Summary

More than five years’ experience in call center management, with over 10 years of experience altogether. Highly skilled in training and supervision of customer service representatives. Knowledgeable in all aspects of call center management. Adept at developing and implementing policies and procedures. Proven ability to lead within multiple business groups. Dedication to highest levels of customer satisfaction. Able to create and conduct training programs. Outstanding presentation, motivation, and communication skills.

Technical Skills

Proficient in PowerPoint, Access, MS Word, Excel and other presentation and tracking software programs including IEX software for human resource management.

Hardware/Network Systems

PC (Microsoft), Ethernet, LAN/WAN; Microsoft Exchange, and Microsoft NT.

Operating Systems

DOS, OS/2, OS/400 and Windows (XP, Vista, Windows7, NT & 2000)

Work experience

2001 – 2010 UPS Teleservices Santa Maria, Ca

Technical Support Agent

• Provided local and remote desktop support for UPS’s external customers.

• Troubleshot hardware and software proficiently with an outstanding quality record. Consistently had the lowest handle time in the entire site.

• Planned, developed, and led interactive skill-building training classes for my peer group.

• Assisted with mentoring and developing new hires to become seasoned agents.

Customer Service Lead

• Assisted personnel in all aspects of call center operations, including credit, complaints, and general information. Oversaw team of customer service representatives for UPS, handling over 45,000 calls per month.

• Acted as final escalation point, resolving major customer issues.

• Ensured representatives adhered to all UPS guidelines by remotely monitoring calls and providing constructive feedback.

Training Specialist

• Overseeing all internal training including new hire orientation (three week course), sexual harassment, safety, ethics, security procedures, supervisory and other training programs as needed and required.

• Responsible for training over 800 employees between the Technical Support & Customer Service desks, and providing Train-the-Trainer classes to other employees, supervisors and managers.

• Assisted in the development and implementation of all departmental policies and procedures which included administering and maintaining assessments for certifications.

98 – 99 Alliance Oaks Camp Ground Creston, Ca

Sr. Maintenance Worker

• Performed daily maintenance on the 46 acre camp ground.

• Resolved any issues the campers had with the facilities.

• Operated multiple tools and heavy equipment vehicles during this position.

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