Customer Service Trainer Resume Format in Word Free Download -->

Customer Service Trainer Resume Format in Word Free Download

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Bella  Jacoby
309 Winding Road
Hatboro, Pennsylvania 19001
215/990-9876                                                                                                                                     bella@comcast.net
 
Profile:   

Over 15 years experience in training, course development, formulating processes and procedures to optimize daily business operations and staff proficiency, and in writing, updating and maintaining reference and training documents.   Effective consultant with Marketing, Sales, and Operations personnel to implement new and changing products and processes  serving as an integral team member rolling out strategic plans. Recognized facilitator and mentor, teaching and motivating employees to perform proficiency.

Seeking a continuous process improvement role ensuring exceptional performance organization wide.

Professional Experience:                                                                                                                               

SuperMedia LLC – Progressed through several acquisitions from 1986-Present
(Formerly: IDEARC, VERIZON DIRECTORY SERVICES, INC.BELL ATLANTIC DIRECTORY SERVICES, INC., NATIONAL TELEPHONE DIRECTORY)

Customer Service Methods & Procedures Specialist & Trainer - 2001 to Present

Sales Operations Methods & Procedures Project Coordinator – 1994 - 2000


Fully accountable for continuous process improvements affecting customer service and sales for this directory publishing firm. Active listener and change agent assessing projects from all points of view to optimize roll out of systems, programs, promotions and new strategies. Skilled project manager, coordinating data gathering, review and reporting to provide action plans and recommendations.  Use a cooperative approach to work with and through others to energize cross-functional groups and attain objectives.
·        Serve as a subject matter expert and resource to colleagues, implementing preventive and corrective procedures to ensure standardization of employee activities and exceptional levels of service in a dynamic industry affected by technological, economic and competitive trends.
·        Transitioned the department through numerous mergers and acquisitions.
·        Successfully supported the roll-out of the new proprietary systems (Customer Service, Sales, Billing). 
·        Liaison with key decision makers as well as front-line staff organization wide to gather realistic expectations.
·        Research and gather relevant information to design new hire training, special topics training, refresher modules and presentations for classroom delivery for trainers in Florida, Massachusetts and Texas. 
·        Attain results whether communicating one-on-one or with 700 employees nationwide.

Customer Service Methods & Procedures Specialist & Trainer - 2001 to Present


Managed front-line employees in a call-center environment responsible for handling inquiries and resolving advertising problems for business owners.  Provided coaching and support to individuals and team in negotiating claim settlements, billing and payment issues and legal escalations.            


THOMAS REGIONAL DIRECTORY CO., Willow Grove, Pennsylvania, 1979 – 1986

Sales Representative / Office Manager


Education:           St. Joseph’s University – Masters in Training and Organizational Development
                                    Shippensburg University – Bachelor of Science in Elementary Education

Affiliations:        ASTD – American Society of Training and Development
                                    Volunteer Adult Tutor – Philadelphia Adult Literacy
 References Available Upon Request


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