Call Center Trainer Resume Sample
Edmond Bradtke
439 Kertzmann Stream,
Phoenix,
AZ
+1 (555) 893 6439
Work Experience
Call Center Trainer / Team Lead, Seasonal
01/2016
-
PRESENT
Boston, MA
- Pleasant, dynamic personality with a positive attitude
- Higher education completed, including college, certifications, or other professional accredited training
- At least three years of prior training or teaching experience, preferably as a call center trainer or corporate trainer
- Extra consideration given to prior Sales Trainers
- Possess strong interpersonal, public speaking, instructional, and time management skills
- Comfortable speaking and working with people from all walks of life, education levels, and skill sets
- Stand on your feet up to 8 hours a day when in training classes
Call Center Trainer
09/2010
-
11/2015
Boston, MA
- Lift up to 30 lbs. and move office equipment around
- The Trainer facilitates engaging training initiatives to ensure talent meets or exceeds key performance targets within the Care Center, including but not limited to delivering successful onboarding experiences, continuing education training, soft skills training, virtual classroom training, and using alternative training technologies (i.e., Qwizdom, etc.)
- The Trainer prepares for training delivery and delivers various learning methodologies to ensure effective and consistent delivery
- The Trainer varies delivery style to fit the audience and builds learner engagement and motivation through adult learning principles
- The Trainer manages the learning environment and provides constructive feedback to training participants while ensuring learning outcomes are met
- The Trainer facilitates engaging training initiatives to ensure talent meets or exceeds key performance targets within the Care Center, including but not limited to, delivering successful onboarding experiences, continuing education training, soft skills training, virtual classroom training, and using alternative training technologies (i.e., Qwizdom, etc.)
- Perform end-user training utilizing the various Contact Center and Health System supported tools such as Calabrio, Pow-Toons, WebEx, PC Anywhere, VNC, Adobe, and MS Office Suite (Word, Excel, Publisher, Power Point and Outlook) in an Online or Classroom environment for small to medium groups as well as via phone and Email as defined to effectively meet business needs
- Perform end-user training using appropriate tools and methods, assisting users in effectively utilizing systems to effectively meet business needs
- Work in collaboration with other contact center caregivers, support services caregivers staff, project managers and educational staff from other departments to design courses and/or appropriate learning materials for users of Ambulatory Solutions
Call Center Trainer / Team Lead, Seasonal
05/2007
-
03/2010
Dallas, TX
- Learn and apply principles of adult learning theory, group dynamics, group facilitation, needs analysis, program design and evaluation, and organizational change management into day-to-day practice and program offerings
- Deliver effective educational programs to end-users using appropriate tools and methods. Assist users with efficient system navigation and utilization to meet business needs. Manage associated training issues and risks, using standard tools and processes
- Create professional-looking training documentation and improve or augment existing training materials as necessary
- Develop and maintain fluency with new and existing applications and operational workflows
- Create, administer and document basic skills assessments and competency exams
- Coordinate training logistics: Develop and utilize training communication plans to provide an awareness of educational offerings; procure supplies and materials; manage scheduling, staffing and registration
- Generate and share training metrics and reports based on class attendance and evaluations
- Work closely with others on the Contact Center leadership team to keep abreast of newly adopted functionality, workflow changes and additional training opportunities
Education
University of Washington
2002 - 2007
Bachelor's Degree in Education
Professional Skills
- Strong writing, proof reading and communications skills; can communicate effectively, both orally and in writing required
- Proven coaching ability and excellent communication skills
- Possess excellent customer service skills; ability to work effectively with many levels of personnel
- Two (2) years call center training experience; two (2) years prior experience with administering a public benefit program is desired
- Excellent interpersonal, administration, reasoning and decision-making skills required
- Position requires strong planning, facilitation and public speaking skills
- Strong feedback and coaching skills
How to write Call Center Trainer Resume
Call Center Trainer role is responsible for training, customer, interpersonal, computer, activities, audience, research, education, design, database.
To write great resume for call center trainer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Call Center Trainer Resume
The section contact information is important in your call center trainer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Call Center Trainer Resume
The section work experience is an essential part of your call center trainer resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous call center trainer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular call center trainer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Call Center Trainer resume experience can include:
- Strong computer based skills, with experience in Microsoft products
- Strong computer skills to include Word, Excel, PowerPoint, and Trapeze
- Excellent verbal communication, interpersonal and leadership skills
- Excellent verbal and written communication and analytical skill with a strong attention to detail
- Deliver ongoing training classes to existing call center agents for new products, services, customer service skills, program changes, and market launches
- Creative / Critical thinking skills to solve complex training and quality needs
Education on a Call Center Trainer Resume
Make sure to make education a priority on your call center trainer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your call center trainer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Call Center Trainer Resume
When listing skills on your call center trainer resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical call center trainer skills:
- Experienced in effectively facilitating training sessions
- Good to excellent verbal and writing skill
- Strong presentation skills, including the ability to present information in a clear and concise manner
- Demonstrated presentation and facilitation skills with expertise in a variety of training concepts, practices and procedures
- Excellent oral and written communication skills with the ability to write clear and concise instructions and complete routine reports and correspondence
- Strong ability to work effectively with Senior Level Management team members
List of Typical Experience For a Call Center Trainer Resume
1
Experience For Call Center Trainer / Team Lead, Seasonal Resume
- Analytical skills and the ability to read and interpret data; Problem solving abilities
- Excellent knowledge and experience with Microsoft Office suite required
- Utilize monitoring systems to effectively evaluate and impact performance
- Facilitate programs and implement on-going initiatives that improve the transfer of customer service skills from the classroom to the job
- Design training programs to develop and/or improve skills
2
Experience For Healthcare Call Center Trainer Resume
- Produce, modify, & present training materials pertaining to all operations of Good Sam Enterprises according to business needs
- Experience maintaining KMS systems in a contact center highly desired
- Two (2) to five (5) years of transportation, call center, or related experience
- Experience with Master Control also highly desired
- Partner with management team to keep appropriate personnel appraised on ever changing policies and procedures to ensure a consistent customer experience
- Strong knowledge of Microsoft Word, Excel, PowerPoint, and Adobe Acrobat required
- Lead by setting a strong example in action, integrity, and professionalism
- Assess production, staff performance, and development and assist in the administration and tracking of skill assessment and measurements
3
Experience For Call Center Trainer Resume
- Evaluates agent call performance and asks agent to provide feedback on his/her call experience
- Conduct exams to evaluate the skill of the employees and keep track of performance of employees
- Apply adult learning methodology and varied teaching strategies to meet the needs of diverse learner groups
- Partner with Line Supervisors to provide thorough feedback and direction for employees moving from training to their permanent team
- Update and maintain call center seating chart – ensure coordination of desk-sharing between daytime and nighttime employees
- Audit live phone calls to identify training opportunities and conduct group and one-on-one coaching sessions as needed
- Maintain Training Calendar including class additions, subtractions, instructor changes, location changes and all logistics therein
4
Experience For Call Center Trainer / Team Lead, Seasonal Resume
- Update training program-related processes, procedures, and supporting documentation
- Maintain meeting and training files
- Facilitate transition of students from training to work environment, ensuring competency levels meet business needs
- Partner with department leaders in curriculum design and modification. Make recommendations for ongoing training
- Conduct new hire classes on a regular basis, including the preparation of all training materials and facilities associated with each class
- Conduct recurrent training classes, meetings, and seminars during times of policy, procedure, and/or protocol updates
- Conduct specialized training, e.g. new employee orientation
- Serve as Supervisor for new-hire employees to monitor/assess job performance and behavior, address policy adherence, decide disciplinary actions including delivery of development plans as well as termination
- Applies effective on the job behavioral coaching techniques with new hire and tenured employees to enhance performance levels in support of business needs
5
Experience For Healthcare Call Center Trainer Resume
- Deliver continuous education training on an “as needed” basis to tenured employees
- Keep current on Contact Center business updates/changes and implement changes to training materials on an “as needed” basis
- Participate in the design and development of training materials when needed
- Supports the training and compliance for the department policies and procedures within the Intake and Telecare Call Centers
- Monitors both incoming and outbound calls for agents within their initial 90 days with VITAS
6
Experience For Call Center Trainer Resume
- Create and maintain all training materials for the Customer Retention Call Center
- Maintain accurate documentation with regard to performance assessment as well as any disciplinary action
- Collaborate on departmental development projects as assigned
- Office or call center environment
- Provide instruction to peer operators in a manner that encourages communication and feedback
- Bilingual in English and Spanish highly desirable
7
Experience For Call Center Trainer / Team Lead, Seasonal Resume
- Ensure new hire employee skill sets and competencies are present and achieved during the initial new hire training and education in conjunction with the Training, Education & Quality Manager
- Facilitate daily; group discussions, group training, and one-on-one instruction
- Monitor new agent calls and data processing during the new hire period, pre and post formal training and education, to ensure on-going call handling improvement, the integrity of the data collection, and that superior customer service is being delivered
- Provide on-going agent support, coaching, guidance, and positive / constructive feedback throughout the new hire training process
- Documents and evaluates the orientation process using the tools provided
- Support the orientation training schedule implemented by the Training, Education, and Quality Manager and assist in ensuring the completion of all required competencies on a daily and weekly basis
- Serves as a role model for the Sr. Admissions Coordinators and orientees, and facilitates on-going communication with both roles
8
Experience For Healthcare Call Center Trainer Resume
- Encourage and facilitate assimilation into VITAS throughout the 90 day orientation process
- Provides feedback on challenges and/or enhancement ideas to the Training, Education, & Quality Manager on the training, education, and orientation process and supporting materials
- Participates in the Training, Education, & Quality Manager facilitated Sr. Admissions Coordinator training sessions
- Provide both classroom and on-the-job training on all products and services associated with the Customer Retention Call Center, including sales techniques, use of computers and software, interpersonal skills, quality & process issues, and product knowledge
- Conduct in-depth training for employees in their orientation period as well as continuing education for current employees
- Ensure that all new hires complete mandatory surveys and testing
- Participate in user testing of all new application systems before implementation in the Customer Retention Call Center
9
Experience For Call Center Trainer Resume
- Assist with supervisor responsibilities as needed, including monthly report cards, performance reviews, and payroll
- Register employees into training classes around the United States and Canada
- Work with Safety-Kleen Travel to ensure employees are following proper travel requirements; make decisions on employee attendance based upon travel costs
- Maintain training material, and records
- Manage learner access to webinar events, acting as first-line technical support to all attendees
10
Experience For Call Center Trainer / Team Lead, Seasonal Resume
- Coordinate, distribute, and maintain new hire training materials (Fast Tracks)
- Assist in the development and maintenance of associated training support materials
- Assign all new hires a workstation and set up user profiles on company PCs
- Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies
- Perform daily department functions (e.g. phone coverage, e-mail communication, etc.)
- Send confirmation notices to participants and participant managers
List of Typical Skills For a Call Center Trainer Resume
1
Skills For Call Center Trainer / Team Lead, Seasonal Resume
- Influence others with strong interpersonal skills
- Excellent presentation, interpersonal, time management, and organizational skills
- Exceptional communicator with excellent verbal and written communication skills
- Customer service knowledge and ability to deliver exceptional customer service as demonstrated by prior work experience
- Work effectively in a team environment by supporting change and adding value to shape the customer service organization
- Facilitates continuing education for existing call center staff for new products, services, customer service skills, etc
- Experience in conducting effective progress evaluations in a timely manner
- Communicates effectively, respectfully, and with professionalism in person and in writing
- Deliver performance expectations and job functions (technical and soft-skills), to new hire training classes
2
Skills For Healthcare Call Center Trainer Resume
- Possesses exceptional presentation, verbal and written communication skills
- Above average verbal and written interpersonal skills
- Training experience in insurance or other related business
- Multitasking and ability to prioritize multiple projects at the same time
- Work involves: sitting, walking, talking, hearing, using hands to handle, feel or operate objects, tools, or controls and reach with hands and arms
- Test new hires by performing quizzes during training period to measure progress and to evaluate effectiveness of training
3
Skills For Call Center Trainer Resume
- Experience with training and comfortable addressing audiences of varying size
- Experience creating and delivering training in a contact or call center environment required
- Maximizes sales advisors’ effectiveness by determining and solving training needs
- Excellent benefits including medical, dental, vision, life insurance, Flexible Spending Accounts and a 401(k) with company match
- Possess strong analytical, problem solving, and decision-making capabilities
- Experience working in the healthcare industry in a customer-facing role, such as a lab, physician's office or hospital highly desired
- Assists in the assessment of the effectiveness of programs developed and/or administered by reviewing class evaluations and attending QC/QA review meetings
- Two to three years of classroom training and/or OTJ training experience
4
Skills For Call Center Trainer / Team Lead, Seasonal Resume
- Experience training or have knowledge with Citrix 6.x and 7, Server 2003 through 2013, and MS Exchange
- Proven track record of meeting project deadlines and schedules
- Skilled in identifying critical issues
- Strong ability to train new and existing team members
- Experience training in the commercial insurance industry
5
Skills For Healthcare Call Center Trainer Resume
- Previous experience directly support a learning and development or human resources team
- Radiology Scheduling work experience
- Experience with development of training programs that integrate information technology solutions with end user workflow and process design required
- Experience administering educational programs
- Experience working with diverse customer populations with focus on customer satisfaction required
- 2 additional paid days per year to “Get Lost” in an experience and to “Give Back” to the community
- Previous Inbound/ Outbound Call Center experience
- Call center or Help Desk experience
6
Skills For Call Center Trainer Resume
- Experience in a call center environment, preferably in a leadership position
- Insurance/financial services industry experience
- Demonstrated competence in use of business office software tools
- High volume, fast paced call center experience
- Two to Four years of call center or shared services experience
7
Skills For Call Center Trainer / Team Lead, Seasonal Resume
- Proven ability to learn new fuctions quickly
- Two (2) years’ experience in a call center environment required
- Monitoring of class sizes, tracking of participant information
- Typing speed of 25+ WPM
- Control logistics for training courses including hotel accommodations, meeting rooms, ordering and preparing class materials, and ordering daily meals
- Assist in preparing training facilities for upcoming classes, including lifting computer equipment, moving desks, and so forth
8
Skills For Healthcare Call Center Trainer Resume
- Own training activities, such as planning, marketing, scheduling, and classroom setup and training presentations
- Primarily focused on developing, managing, and monitoring call center training needs
- Assists Operations with understanding agent opportunities and updating training programs to meet those needs while maintaining organizational standards
- Promote and provide interactive and engaging learning, and present training material in live and / or web-conferencing venues
- Utilize industry-recognized protocols for evaluating trainees’ performance, including the use of testing software as required
- Flexible scheduling to cover morning, evening, and weekend shift requirements
9
Skills For Call Center Trainer Resume
- Facilitate and promote training, education, and on-going development of new and existing employees
- Answer participant questions regarding training programs (e.g., travel arrangements, enrollment, training material)
- Facilitate "nesting" component to the new hires during final week of training
- Determines training needs by completing call listening; observe behaviors
- Assess and identify the Scheduling Department's training needs, and respond to requests for training
- Provide an engaging and motivating learning environment for new hires
10
Skills For Call Center Trainer / Team Lead, Seasonal Resume
- Comfortable working in a fast-paced, ever changing environment
- Create documentation for the purposes of training new or existing caregivers
- Familiarity with industry-available media and education delivery processes (e.g., Computer-based Training, Web-based Training etc.)
- In instruction, adult learning and/or in educational development and delivery at multiple sites using a full array of methodologies required
- Insures policy and procedures are integrated and reinforced during training
- Updates existing training materials, on an as-needed basis
List of Typical Responsibilities For a Call Center Trainer Resume
1
Responsibilities For Call Center Trainer / Team Lead, Seasonal Resume
- Project management skills that include research capabilities and effective prioritization
- Conduct courses on Customer Service skills
- Strong ability to handle multiple priorities and projects concurrently
- Possess a high level of demonstrated accountability with prior positions
- Experience facilitating onboarding, management, new business process, and outlier training
2
Responsibilities For Healthcare Call Center Trainer Resume
- Maintain development history and learner's progress within the learning management system (LMS) and monitor effectiveness of programs
- Two years learning and development experience
- Contact center experience
- Previous leadership or sales experience
- Partner with Management to maximize impact, effectiveness, and efficiency of training programs
3
Responsibilities For Call Center Trainer Resume
- Facilitating program evaluations
- Facilitate new hire training using curriculum provided by the client
- Perform recurrent training sessions on changes to policy and procedure and any weaknesses identified from quality monitoring
- Assist manager and supervisors in ensuring overall quality. Review monitoring results for quality improvement opportunities
- Design and/or update the training curriculum and conduct training programs for Customer Advocacy Representatives when required
- Conduct continuous assessment of training needs; develop and/or utilize appropriate resources to deliver special training programs
- Select and/or develop teaching aids such as training presentations, demonstration models, and multimedia visual aids
- Conduct new hire training as well as any other training required
4
Responsibilities For Call Center Trainer / Team Lead, Seasonal Resume
- Conduct daily huddles during nesting to capture questions and/or concerns from trainees
- Assist training manager and resolve all training requirements for operations
- Ensure the department is prepared for all government regulatory audits e.g. FDA, ISO, by delivering/implementing actions received from the Quality Department
- Direct the team in terms of discipline and order, complying with the company’s policies and procedures. Real Time monitoring of the team in charge
- Deliver both classroom and on the job training including but not limited to new hire, operational, procedural, product, process and behavior reinforcement
- Works closely and collaboratively with HR and resource planning to ensure CRC staffing levels are maintained
- Create and conduct quarterly on-going training sessions
- Manage all new hire personnel related issues during training
5
Responsibilities For Healthcare Call Center Trainer Resume
- Create and maintain a learning environment conducive for all participants
- Adjust the training material to improve performance results
- Participate in the review, evaluation and development of training delivery tools and systems
- Schedules training sessions and ensures facility setup, audiovisual setup, and employee notification
- Conduct training sessions for all new employees of Call Center
- Formulate training lessons and course material of the Call Center. Track changes to documents
6
Responsibilities For Call Center Trainer Resume
- Conduct feedback sessions with new hires to provide details about training progress
- Ensure new hires are prepared and knowledgeable to start the nesting period
- Assist in preparing appropriate development plans for continuous improvement
- Conduct quarterly assessment of outsourced call center training delivery and programs
- Training in a call center environment
- Identify performance opportunities by sitting side-by-side with advisors
- Subject matter expert on all things related to selling OnStar products and services
- Set learning objectives and areas of improvement for advisors
- Provide weekly updates on what’s working well, opportunities and suggestions for improvement
7
Responsibilities For Call Center Trainer / Team Lead, Seasonal Resume
- Create and present all new hire training
- Coach PSRs on call handling procedures
- Communicates regularly with all staff regarding new hire and link-up performance
- Advise manager of trends in Thrift Savings Plan information and identify and communicate training needs
- Prepare and update new hire training materials
- Review all board and contractor training to identify information gaps
8
Responsibilities For Healthcare Call Center Trainer Resume
- Answer inbound inquiries from Thrift Savings Plan participants during high queues
- Proficient in delivering informative, well-organized presentations
- Knowledge of Microsoft SharePoint and learning management systems
- Knowledge of customer service training techniques in call centers
- Create training materials in a various amount of formats (i.e. PowerPoint, Web, etc.)
9
Responsibilities For Call Center Trainer Resume
- Five (5) years or more in training environment
- Conducts new hire training
- Conducts remedial training to call center employees
- Conducts email and chat training, on an as needed basis
- Develops constructive and cooperative working relationships with new hires and others, and maintains them over time
- Comfortable speaking with employees at all levels within an organization
- Recognizes educational needs of others; recommends revisions to training and supplemental materials
- Knowledge of ADDIE and adult learning theory
10
Responsibilities For Call Center Trainer / Team Lead, Seasonal Resume
- Knowledge in training and development
- Is comfortable talking to people face-to-face
- Comfortable using the computer (PC)
- Data entry of course completions by student and instructor
- Deliver New Hire and continuing education training with emphasis on customer service skills, AvalonBay product knowledge, as well as AvalonBay policies and procedures
- Mentor team members on best practices to promote career development and customer satisfaction
- Conduct needs assessment to identify training needs for new hires and existing employees through open communication with all levels and departments of the organization
- Oversee new hires in nesting area following the completion of new hire training classes by answering questions and correcting inadequacies before they become habits
- Monitor, evaluate, and/or record training activities in order to assess program effectiveness. Return feedback to training Manager so adjustments can be made in a timely manner, as needed
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