Verizon Wireless - Sr Trainer Learning & Development Resume Example

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Leah Long
XXXX XXXXXXXXXX XXXX, Land O' Lakes, FL 34638
Ph: XXXXX XXXXXXXX
XXXXXXXXXXXXXXXXXXXXXXXXX
Summary
Over 11 years experience in customer service and 5 plus years supervisory/management experience including 8 years of Training delivery and development. Strengths include excellent communications, planning and organizational skills. I have an extensive background in customer service. I work well on my own with guidance and support. A hard working, responsible person with willingness to learn and a dedicated team player. Typing speed 50 wpm, strong knowledge in Microsoft Excel, Microsoft Outlook, Microsoft Word, and Microsoft PowerPoint. An organized, creative professional with experience in Telecommunications, Customer Service and Learning & Development with a desire to learn more. I am pursuing a career within an organization where I can utilize my existing skill-set and knowledge to grow the business.
Skills
Experience
Sr. Trainer-Learning & Development Apr 2012Present Verizon Wireless Tampa, FL
  • Facilitated training of new products and service, systems, processes and procedures to new and incumbent employees in the callcenter.
  • Drive results by partnering w/leadership to identify opportunities & provide coaching support.
  • Effectively evaluate learning needs & provide alternate solutions when applicable.
  • Develop trainer skills through certifications.
  • Assist with product launches and leader led training.
  • Present information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.


Trainer II - December 2007 -

Advanced Technical Support Representative Aug 2006Aug 2006
Technical Support Representative May 2005May 2005
Jan 1999Feb 2005 Nokia Mobile Phones Tampa, FL
Quality Supervisor Jan 2003Jan 2005 Coached for World Class Service
  • with immediate and deferred coaching
  • Performed supervisory duties such as scheduling, delegating of authority to the quality representatives, time-sheet approval, developing new processes that best fit the business needs and worked well with the reps
  • Motivated reps to consistently utilize the call flow with incentives etc.
  • Provided monthly one on one feedback reviews with specific action items and measurements
Project Supervisor Jan 2003Jan 2003
  • Researched Support Center Practices (SCP) and contributed to the certification of the contact center
  • Managed multiple projects and reached deadlines
  • Implemented the Language Line an alternative for foreign speaking
  • customers
Email Supervisor Jan 2002Jan 2002 Supervised the daily operations of the email customer service representatives
Supervisor Jan 2001Jan 2002
  • Supervised a team of 15 plus customer service representatives and a team lead.
  • Created a team atmosphere where employees felt valued and motivated to achieve results 22000-2001 Technical Support
  • Provided technical assistance to customers wanting to connect their phones to computers.
  • Handled inbound calls for customer needed basic and advanced troubleshooting and positioned Sales offers.
Customer Service Representative Jan 1999Jan 2000 Supported customers in a call center environment and handled inbound calls answering questions about their Nokia cellular phone.
Education
Bachelors : Human Resources, Marketing Jan 2014 Strayer University Tampa, FL, US 2014 Strayer University Tampa, FL Bachelors' degree in Human Resources Minor in Marketing (still attending)
Associates of Arts : Business Management Jan 2007 University of Phoenix Tampa, FL, US 2007 University of Phoenix Tampa, FL Associates of Arts in Business Management Degree
Certifications
A+ Certification

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About this resume

Sr Trainer Learning & Development FROM Land O' Lakes , Florida RESUME

This is a resume for a Sr Trainer Learning & Development in Land O' Lakes, Florida with experience working for such companies as Verizon Wireless and Nokia Mobile Phones. The grade for this resume is 0 and is one of hundreds of Sr Trainer Learning & Development resumes available on our site for free. Use these resumes as templates to get help creating the best Sr Trainer Learning & Development resume.

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School Attended
Strayer University