Customer Service Trainer Resume Sample
Erin Kub
4775 Cassandra Ridges,
Chicago,
IL
+1 (555) 343 4937
Work Experience
Customer Service Trainer
08/2017
-
PRESENT
Houston, TX
- Design and implement quality training program to support consistent understanding and application of order management systems
- Ensure alignment of training initiatives with current processes and systems
- Assist process owners in documentation of current and future processes
- Provide quality training for all new employees
- Identify and facilitate ongoing process improvement initiatives working with cross-functional teams and managers as appropriate
- Acts as a back up to both the senior rep and CS supervisor: is authorized to make decisions around waiving fee’s, expediting shipments, and refunding customers as well as has access to work order processing buckets at senior level
- Experience in a similar role with a training delivery focus essential
- Luxury brand experience desirable, passion for the Burberry brand, product and delivering sensational Customer Service experience essential
- Demonstrable experience in supporting front line staff, coaching and developing team members in a contact centre environment ideal
Global Customer Service Trainer
10/2013
-
06/2017
Detroit, MI
- Knowledge and experience of key Learning and Development training theory desirable
- Confidence presenting and strong organisational skills essential
- Self motivated and proactive, with the ability to work collaboratively as part of a team
- Driven by achieving deadline
- Availability to work flexible shifts
- Experience conducting training or facilitation in customer service focused organization
- Preferable insurance background
Education
University of Southern California
2008 - 2013
Bachelor's Degree in Related Field
Professional Skills
- Excellent facilitation and training skills, passionate in training and people development
- Strong computer skills including Salesforce knowledge
- Excellent skills in leadership, communication, and training
- Strong communication, interpersonal and team building skills
- Apply classroom facilitation skills, manage classroom time effectively, display good flow, logic and organization of training curriculum
- Excellent analytical skills (quantitative and qualitative)
- Experience and proven ability to be flexible and deliver a diverse range of learning experiences
How to write Customer Service Trainer Resume
Customer Service Trainer role is responsible for training, facilitation, microsoft, powerpoint, basic, software, presentation, leadership, excel, insurance.
To write great resume for customer service trainer job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Customer Service Trainer Resume
The section contact information is important in your customer service 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 Customer Service Trainer Resume
The section work experience is an essential part of your customer service 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 customer service 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 customer service trainer position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Customer Service Trainer resume experience can include:
- Exhibit strong written / verbal communication and organizational skills
- Conduct role-playing activities to develop and evaluate service skills
- Great listening and communication skills to support the learners in their environment
- International experience and / or Luxury brand experience desirable
- Able to prioritize all responsibilities & multi-task with a strong sense of urgency
- Working closely with people of varying experience levels
Education on a Customer Service Trainer Resume
Make sure to make education a priority on your customer service trainer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your customer service 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 Customer Service Trainer Resume
When listing skills on your customer service 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 customer service trainer skills:
- Being skilled communicators who effectively communicate with people throughout all levels of the organization including upper management
- Working alongside QAs to identify individual and team skills gaps
- Quickly adapting to new training material and effectively implementing the new information into training programs
- Develops monthly training materials for refresher and/or new training topics regarding soft skills, business practices and/or procedures
- Create and conduct ongoing training on customer service, phone etiquette and soft skills, in addition to product and optical knowledge
- Evaluate representatives call handling and transactional skills thorugh remote and side by side monitoring
List of Typical Experience For a Customer Service Trainer Resume
1
Experience For Customer Service Trainer FS Flex Resume
- Strong leadership skills and be able to escalate issues and motivate others for timely resolution with little or no direction
- Interacts effectively with management and customers at all levels
- The ability to effectively manage timelines and coordinate internal and external teams to deliver results
- Solid technical skill in Microsoft Office, especially Excel and PowerPoint
- Effectively communicate with Senior Management and Clients
- Planning-Orchestrate multiple activities, collaborate with team members proactively, develop effective training content, agendas & workshops
- Experience in conducting training or facilitation in adult learning style or call centre environment
- Experience in preparing professional training materials including Powerpoint software application
2
Experience For Global Customer Service Trainer Resume
- Experience of designing and delivering training within a contact centre environment
- Act as key trainer in Customer Service, support team managers and supervisors to conduct post-training evaluation and coaching to gauge training effectiveness
- Relevant experience of managing training projects
- Experience providing instruction in either formal or informal setting
- Provide reporting on effectiveness and progress made on a monthly basis
- Demonstrates a positive and helpful attitude at all times
- Experience with online instructional design, learning design, or curriculum design
- Experience in air express industry and/or customer service is preferable
- Good command of spoken and written English & Chinese and Mandarin
3
Experience For Customer Service Trainer Resume
- Coordinate and participate in needs-analysis activities to determine customer service skill and knowledge requirements
- Demonstrates an ability to multitask
- Flexibility to change priorities based on business needs
- Experience in training and coaching
- Establish strong relationships with other internal and external (vendor) training resources
- Monitor training effectiveness
4
Experience For Customer Service Trainer FS Flex Resume
- Experience in Customer Service/Call Center
- Professional presentation skill
- Related professional experience in content development
- Understanding of learning styles and training cycle evaluation
- Supporting UK and Ireland learning program across our Inhouse and Outsource partners
5
Experience For Global Customer Service Trainer Resume
- Willing to spend additional time with associates to assist with knowledge gaps or missed training
- Undertaking train the trainer session across our inhouse and outsource partners
- Developing educational material such as worksheets, videos and guides
- Understanding of interactive tools such as Camtasia, InDesign, Captive among others
- Conduct quality assurance monitoring during training to ensure high quality of professionalism and identify and on-going training needs
- Conduct & assist training classes utilizing adult learning teaching techniques to produce knowledgeable, efficient and performance driven employees
- Conduct on-going training for new and existing CSR’s
6
Experience For Customer Service Trainer Resume
- Provide support to the registry business by providing assistance to customers in setting up their registries and selecting merchandise
- Adjust training and re-training as necessary to match shifting department practices, policies, and tools
- Modify training material based on quality monitoring trends, additions, updates, and changes
- Produce training materials and maintain database of training for in-house and outsource partners
- Analyze training needs and develop training materials to meet those needs
- Develop and maintain all training documents to assist in CSR training and roll-out of new products, processes and procedures
- Set up training schedules and document training records
7
Experience For Customer Service Trainer FS Flex Resume
- Coordinate Customer Service training programs and other CS-related training in line with the CS recruitment schedule
- Respond to escalated customer issues or questions, providing solutions to customer complaints and partnering with management when necessary
- Incorporate monitoring, customer complaints and other feedback into refresher training
- Knowledge of Learning Management Softwares and a blended learning approach
- Conduct refresher training as needed
- Support and assist in imbedding a Superior Quality mentality in all educational functionalities
- Maintain updated records of training curriculum, material and internal knowledge base
- A passion for training and people development
- Willingness to travel depending on business needs
8
Experience For Global Customer Service Trainer Resume
- Ensure all training is organized, designed and delivered to ensure maximum efficiency
- Maintains training records & documents
- Adhere to ADS guiding principles of honesty, professionalism and core values
- Recommend and develop additional training classes based on business trends
- Interact with all areas of the business on products and services to ensure current practices are included in training materials
9
Experience For Customer Service Trainer Resume
- Build professional relationships with line of business partners and vendors as necessary to achieve training objectives
- Take lead to plan, design, deploy and manage various training and development programs in Customer Service
- Update and maintain training record database
- Prepare and update training materials to cope with the development needs
- English language competency & Arithmetic
- Organize new product training explaining features/benefits and provide reference material, such as scripts or lists of frequently-asked questions, to help CSR’s deal with customer inquiries
- Prepare and maintain training materials including but not limited to VISA, MIO, Target and Wireless, as well as conduct new hire training classes
- Review and track order entry error log of CSR’s to promote department efficiencies
- Handle inbound, outbound and escalated calls as needed
10
Experience For Customer Service Trainer FS Flex Resume
- Use system and modified reports to track performance
- Implementation of new products and floor updates
- Responsible for special projects as necessary
- Supervise new hire class from class inception to safety harbor until final release to assigned Supervisor on floor
- Provide training reports, including account training needs, classroom progress, individual agent progress, and other performance tracking as requested by management
- Coordinate the Bridal Registry Program portion of the business
- Be an active participant in a "hands-on" work environment
- Develop and conduct training curriculum for all new FTE’s, interns, and contingent staff, as well as advanced/secondary training for existing team members, including cross training knowledge for various WEX Health partner plans
List of Typical Skills For a Customer Service Trainer Resume
1
Skills For Customer Service Trainer FS Flex Resume
- Debriefing all official DaVita training experiences with the teammates involved to maximize post-experience learning
- Undergoing personal refresher training to ensure own skills as a trainer are up to date ("train the trainer")
- Identifies system problems and process improvement opportunities and communicate effectively with other appropriate areas within Auto Injury Solutions
- Identify system problems and process improvement opportunities and communicate effectively with other appropriate areas within Concentra
- Great interpersonal skills and impeccable written and spoken English
- Demonstrable experience in supporting front line staff and coaching and developing team members in a contact centre environment preferable
- Experience training and/or teaching adults new concepts
- Be in good standing; not have received a written warning or higher in the last 12 months or be on a Performance Improvement Plan (Internal Candidates)
2
Skills For Global Customer Service Trainer Resume
- Knowledge and/or experience of key Learning & Development / behavioural training theory
- Evaluates the effectiveness of training and revises as necessary
- Experience in the delivery of high quality vocational education/training (VET) and assessment services
- One to two years related experience and/or training; or
- Administers effective evaluation and testing techniques to assess trainee performance
- Training experience, preferably in a group, classroom or business environment
- Demonstrably competent and effective training delivery
- Able to work collaboratively and enjoy being an excellent team player
3
Skills For Customer Service Trainer Resume
- Demonstrates self-motivation using initiative through a proactive approach to develop people and processes
- Strong problem solving capability and an ability to learn quickly
- Competent and effective training delivery
- Passionate about delivering a sensational Customer Service experience
- Customer Services and/or contact center experience
- Experience working in a multi-language customer support environment
- Operate and use all equipment necessary to run a store
4
Skills For Customer Service Trainer FS Flex Resume
- Administering and keeping files on all psychometric testing and tools (ex: IOPT, Kiersey, TKI) and assist DGS leaders in debriefing results with team
- Developing and maintaining the "Work from Home" and DGS Portions of the "Telecommuting" policy and procedures and training binders
- Refining and maintaining the existing "Training Tracker" spreadsheet
- Working closely with the Global Training Manager, assess training and development gaps and help create the training program required to close those gaps
- Promoting a stimulating learning environment
- Providing valuable feedback to management regarding associates’ performance in training
- Designing, overseeing or otherwise participating in leadership development as required
5
Skills For Global Customer Service Trainer Resume
- Being open to new ideas and suggestions to continually improve training programs
- Making recommendations and arrangements for remedial/refresher training for a teammate who is deemed to be in need
- Being a subject matter expert in all LMS online courses and how to take them
- Becoming expert in Siebel CRM program
- Serving as the role model for customer service that goes above and beyond!
- Creating all PCAs (Process Change Acknowledgement forms) for day to day process changes within the self-directed work teams
- Subscribing to and reading industry publications, attending industry seminars in order to increase training and development best practice
- Maintaining membership of recognized training and development professional association
- Participating in profile and core team meetings to ensure fulfillment and developmental needs of teammates are being consistently met
6
Skills For Customer Service Trainer Resume
- Working with knowledge management to both create and maintain all items of knowledge specific to the DGS
- Actively participating in interviewing DGS candidates and administering any screening or testing as required
- Create engaging and fun eLearning solutions using Adobe Captivate
- Flexible work schedule, ability to train nights, days and weekends with training shift varying from class to class or when covering another trainer as back-up
- Knowledge of business process as it relates to quoting/pricing
- Handles incoming calls during peak call hours
- Utilize a variety of learning mediums (instructor-led, video, computer-based, blended, remote technology) to deliver training
- Collaborate with the global management team to design ongoing training initiatives
7
Skills For Customer Service Trainer FS Flex Resume
- Update training materials, Knowledge Base, and any other training content to match current information and work flows
- Use other computer applications including web conferencing services, copier, fax machine and telephone
- Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary
- Create, edit and update training materials adjusted to the employee’s needs and learning styles
- Advanced graphic design ability, with development expertise required with the following tools
- Applicable understanding of regulatory guidelines and how those relate to our business
- Knowledge of learning concepts
- Contributes to ongoing enhancements of call center processes and procedures
- Recognize and document repetitive error trends through quality assurance monitoring on all colleagues
8
Skills For Global Customer Service Trainer Resume
- Provide recommendations to Manager for the development of training programs and materials based on cumulative findings of QA results
- Communicate clear and precise directions regarding the use of our adjuster database to our clients
- Responsible for partnering with management to mentor and coach the DGS team through the use of audits and trends
- Develop Customer Service new hire training program, with curriculum, assessment, and delivery
- Coaches and mentors new hire(s) through shadowing and on–the-floor support, to improve performance
- Deliver customer service induction and training to new starters
9
Skills For Customer Service Trainer Resume
- Assist global offices in training when needed
- Adapt training program and approach to fit the customer, company and employee’s needs
- A one (1) year commitment as Trainer II before applying for another position
- Communicates with management, support agents, and client representatives using professionally written email, letters and memos
- Keep self-updated on Learning & Development Best Practice
- Proactively seeks out feedback, always looking to develop and improve
- Possess instructional design expertise in the areas of needs assessment, content development, and evaluation
10
Skills For Customer Service Trainer FS Flex Resume
- Align schedules between translation companies and language reviewers (both internal and external)
- Advanced knowledge of the Inside Sales position
- Create policy and procedure documents for our customer service representatives
- Process escalated customer service calls
- Monitors calls within the Call Center
- Research and assess errors reported by customers
- Interface with customer service representatives, providers, patients, attorneys, billing services, adjusters, and patient’s family members while maintaining a professional attitude
- Experience developing and implementing quality training programmes
- Freely access all areas of the store including selling floor, stock area and register
List of Typical Responsibilities For a Customer Service Trainer Resume
1
Responsibilities For Customer Service Trainer FS Flex Resume
- Good interpersonal skills with all levels of management
- Good planning, organizing and analytical skills
- Identify individual and team skills gaps
- Proven ability to work in a very dynamic, fast-paced entrepreneurial organisation with little supervision
- Experience in customer service field
- Retail experience desired
- Lead, inspire and provide positive and constructive coaching and feedback to learners
- Assists in monitoring calls, emails or any other method of contact in Customer Services as needed
- Leads regular training sessions in customer service activities, processes and procedures for all store associates
2
Responsibilities For Global Customer Service Trainer Resume
- Serves as a role model for others by demonstrating appropriate business conduct and Customer Service principles
- Applies and understands monitoring records and related documentation
- Passionate about Burberry Products and Brand
- Sharp mind with an ability to learn quickly
- Able to analyze reports to identify issues and develop action plans to improve
3
Responsibilities For Customer Service Trainer Resume
- Train & Develop associates to become experts in our Gift Registry program
- Be a role model for others and consistently exhibit the highest level of professionalism and integrity
- Coaching-ability to diagnose trainees’ skill level & determine root cause for development, coach on performance & behavioral issues, provide encouraging and constructive feedback
- Leadership-Model personal & professional values, align dept. goals with corporate strategy, develop effective relationships, build team synergy within & across all customer service teams, and maintain a strong connection/ presence with the customer service department & market place
- Address attendance, adherence and behavioral issues and understand when to escalate to a manager or human resources
4
Responsibilities For Customer Service Trainer FS Flex Resume
- Responsible for ensuring all employees that graduate from classroom training are able to effectively handle customer contacts creating positive customer satisfaction and brand loyalty while meeting contractual compliance and metric requirements
- Prioritize workload, complete reporting/administrative tasks during learner’s self-study or small group exercises to meet deadlines with minimal overtime
- Administer effective evaluation and testing techniques to assess trainee performance. Assure preparation of the instructional classroom (physical or virtual), including PC configurations, network connectivity, audio-visual equipment, props and other training supplies or tools
- Review and analyze course materials including instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests for accuracy and report required updates as applicable
- Mentors and provides customer support, escalation support or coaching during nesting or extended periods of time when not engaged in classroom instruction
- Successfully complete (pass) all Monthly Initiatives and other Training Programs and certifications as required by the Client or SYKES Learning Services or Compliance Teams
- Reviews training programs for completeness and accuracy, recommending revisions or additions when necessary to improve production performance
- Handles required number of customer interactions or number of hours handling customer contacts each month to maintain proficiency
5
Responsibilities For Global Customer Service Trainer Resume
- Organize and lead classroom-style teaching
- Work with managers and encourage on-the-job coaching
- Maintain updated records of training material
- Research companies that are known for incredible customer service and implement relevant findings into our customer service training program
- Reviews current training material(s) and makes necessary modifications to ensure accurate with today’s business environment
6
Responsibilities For Customer Service Trainer Resume
- Analyzes current training structure, length and format periodically to ensure efficient and impactful
- Creates and/or reviews training milestones and assessments
- Ensure new hires are certified in customer service best practices
- Assess the impact of each educational course on staff performance and client satisfaction
- Diploma or equivalent required
- Monitor and review the progress of trainees and report in collaboration with the QA team
- Coordinate with LD manager mentorship programs for customer service
- Ensure all content is written in an engaging and accessible way for the relevant audience, and is consistent in terms of tone of voice, style and key messaging across customer service team
7
Responsibilities For Customer Service Trainer FS Flex Resume
- Facilitates day-to-day classes to assist CS team in gaining knowledge
- Deliver as necessary CS induction and continuous improvement training
- Support LD Manager to analyze problems and strategize for training solutions
- Provide support and cover in QA when necessary
- Pecifically in Customer Service at Trainer level or above
- Train employees in work procedures, techniques and communication etiquette
- Mentors customer service representatives and provides immediate feedback
- Analyze and evaluate trainee performance and provide observations to management
8
Responsibilities For Global Customer Service Trainer Resume
- Complete needs assessment of training curriculum, identify trends and opportunities for improvement in training or process and partner with the appropriate people
- Provide feedback to management about observations/training needs
- Act as a point person for questions from management on processes/procedures
- Maintain confidentiality of all trade secrets and other company/customer information
- Follow all company procedures and policies
9
Responsibilities For Customer Service Trainer Resume
- Develop, Implement, control & improve a Customer Service Framework to support all areas
- Partner with Quality Assurance to develop and maintain an up-to-date knowledge base to support a consistent customer experience across all lines of business; to deliver training based on trends analysis; to identify and implement opportunities for improvement with policies and procedures and workflow
- Coaches associate & team members
- Ensure effective, consistent communication with managers, peers, and other resource groups – including day-to-day interaction with front line associates, program managers and program owners regarding any change in policies, procedures or new relevant material that needs to be documented and deliver to new or existing associates
- Effective Communication with all Operational areas to accomplish business goals
- Participate in quality assurance programs like internal MSP, COE self-assessment, call QA, trace QA, claim and complaint QA, call calibration, and NPA etc
10
Responsibilities For Customer Service Trainer FS Flex Resume
- Experience in a related capacity, preferably with hands-on experience in planning, designing, deploying and managing training and development activities
- Proficient in MS Office applications (Word, Excel, PowerPoint etc.)
- Mature, self-motivated and result oriented
- Conduct new hire orientations for store associates to ensure they have knowledge of customer service policies and standards
- Provide advanced level of customer service insight to store management; partners with store management in the modification of store processes and procedures to ensure optimal focus on customer service
- Assist customers by offering a Baby order when merchandise is out of stock or not carried in the store
- Personal development and Conflict management
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