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Call Center Trainer Resume Samples
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6-10 years of experience
Responsible for training 1500+ CSRs on the processing of directory assistance
calls in a fast-paced inbound call center
- Implemented and directed the Chicago Quality Control department, resulting in the call center accelerating to the top quality center in the company. Improving from 89% to 97% in a three month period
- Trained Supervisors, Lead Operators, Mentors and Quality Agents to responsibilities
- Traveled nationwide facilitating Train-the-Trainer and new-hire classes
- Measured and reported effectiveness of training by administering tests and evaluations
- Led monthly quality calibration sessions with Supervisors and Quality Control
0-5 years of experience
Provide high-level administrative support by conducting research and preparing statistical reports.
- Handled information requests and performed clerical functions such as preparing correspondence, receiving clients, arranging conference calls, and scheduling meetings.
- Provided training to new employees and internal/external clients on effective quality call handling and business etiquette.
- Created workshops on topics such as Team Building and Navigating company operating systems.
- Assisted in supervising a call center of 25.
6-10 years of experience
Call Center Trainer for inbound, outbound, technical support and customer service
- Coached, motivated and developed representatives for all departments for the entire call center
- Successfully managed a team of 22 outbound calling representatives
- In charge of development and implementation of a customer service department
- Responsible for updating and adding all product information to an online help system
- Administered new and ongoing training for all departments in the call center
- Identified the need for a customer service department and worked to create a training program for the new role.
- Systems used: MS Office / Outlook / Camtasia / T360 / Oracle / As400 / Variety of internet based systems / Banko / Pacer / Siebel / Phelp / Powerpoint / Internet / Typing 70 Wpm / 10 key experience / Front Page / Encompass / Photoshop / Phoenix / Lotus Notes.
0-5 years of experience
Instructed, trained, and managed teams of 20 through the new hire program
- Held weekly meetings to discuss customer service and call statistics – devised performance plans if necessary
- Reviewed policies and procedures, suggested modifications to processes and language
- Created training manual that was used daily by 250+ employees for the implementation of Sprint’s new billing system
- Provided daily support to over 300 specialists and supervisors on systems, policies, and procedures
- Coordinated with IT to troubleshoot and escalate system issues
6-10 years of experience
Design, develop, and conduct classroom and web-based training on the company’s application suite of products and services to a 350 employee call center
- Supervised 12-20 agents in a classroom environment
- Developed, implemented, and coordinated learning activities associated with the conversion from Customer Service to Local Number Portability
- Monitored and maintained sensible budgetary restraints through intelligent use of: American Express, Office Max bulk account
- Also worked as customer service representative, red hat training assistant (special project), IVR test group (special project), business to business representative (position), and sales executive (position).
0-5 years of experience
Created employee call monitoring/coaching programs. This decreased the overall error rate. This helped decrease the call time to an average of 3 minute or less, without comprising call quality and customer support.
- Implemented customer service and computer training programs for new hires.
- Developed measurable training objectives related to new hire needs.
- Facilitated call observation/monitoring program.
- Provided one-on-one coaching with phone reps as a result or call observation feedback.
- Outlined employee improvement and growth plans for Contact Center phone representatives..
0-5 years of experience
Facilitated on-site training to new and existing agent population on products, sales positioning, and CRM. Conducted agent quality call monitoring to provide constructive feedback and collaborate with call center supervisors to develop a personalized agent solution. Implemented standards and performance criteria to continually improve sales growth, productivity and quality.
- Collaborated with leadership in product and marketing to develop learning modules and sales tools for use in education sessions to both new and existing agents.
- Delivered training on the product portfolio, sales approach, sales platforms and phone systems.
- Maintained active involvement with call center leadership to monitor phone calls and provide constructive feedback to optimize performance per phone call.
- Conducted quality call monitoring to provide constructive feedback.
- Coordinated with multiple levels of the organization to ensure all training needs are being performed and met to a suitable standard in order to achieve goals.
- Chosen to lead in an initiative to develop a pilot program for a new team with responsibilities to increase placement and retention of product sales. Working from the ground up by assisting in the development of work flows, systems tests and test group feedback.
6-10 years of experience
Obtained customer order information and entered into computer system
- Performed administrative office duties i.e.(batching the mail, processing refunds, faxing, file and maintain records)
- Supervised up to 100 employees at the call center
- Responsible for training new call center employees on the ordering system and procedures
- Created new sales and customer service manuals; trained employees at other call centers
0-5 years of experience
Supervised call center operators and assisted in trouble shooting or problem resolution.
- Trained all call center operators to offer excellent customer service and prepard them for fielding various types of calls. ie(catalog requests and phone orders)
- Assisted buyer in day to day functions. Sending out samples of fabric and textiles. Receiving samples from vendors and maintaining records.
- Worked as liaison between buyer and vendors.
- Assisted vendor in selecting products that would appeal to customers for upcoming season’s catalog.
- Supervised returns department. Ensured returns were processed correctly and efficiently. Helped resolve any customer issues that arose.
6-10 years of experience
Trained all new employees in classroom environment
- Coached employees and tracked call center quality
- Developed and designed training materials and manuals
- Created and implemented morale boosters within the call center
- Human Resources support, Supervisory support, and operator phone support
- Administrative, clerical and general office duties
0-5 years of experience
- Designed and implemented new training programs to promote positive team atmosphere resulting in a 32% reduction in employee turnover.
- Conducted and supervised sales training for all new hire classes of 30 or more representatives.
- Drove performance-based analysis of business metrics to provide feedback and individual coaching of call center representatives.
- Quality Improvement Process team leader.
0-5 years of experience
Assisted with escalated Customer Service calls that covered various EPC and Direct Express projects. Researched EPC and Treasury questions received from customers, and merchant; provided appropriate and accurate information back to Customer Service Representatives.
- Helped manage call volumes and skill sets for upwards to 200 agents.
- Conducted random Quality Assurance and provided coaching’s for CSR development.
- Handled escalated issues in order to assure complete customer satisfaction.
- Served as liaison between training department and the Xerox Network on all curriculum
- Created, Designed, modified and prepared instructional material like videos, power point
- Observed professional standards of conduct including behavior, attendance and attire.
- Traveled to multiple states to assist with the opening of new call centers and established the training curriculum for the new employees.
0-5 years of experience
In April I was contacted by the company to come back and help with a large hiring process of about 20 plus representatives.
- Trained fundraising representatives on proper procedures and outbound sales tactics to improve their presentation.
- Worked side by side with representatives, to answer any questions and offer suggestions as they work.
- Acted as quality control monitoring recordings.
- Analyzed reports identifying trends and areas where calls can be improved.
- Hosted group training sessions, where the team shares tactics and tools to learn from other’s strengths.
0-5 years of experience
- Provided classroom instruction to over 100 new hires to prepare them for success as customer service representatives in [company name]’s corporate call center.
- Contributed to corporate training materials by writing new modules, editing existing modules, and developing job aids that were implemented in agent’s job functions
- Monitored, scored and reviewed agent calls and provided feedback based on quality guidelines and company policies and procedures
- Collaborated with operations, process managers, and floor supervisors to develop and maintain consistency in training and existing procedures
- Commended for responding to escalated customer situations with consistent ability to calm customers and save business relationships
- Previous positions within the company include Freight Locator and Customer Service Agent
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Call Center Trainer
Last edited by: Gabriela Barcenas, CONTENT STRATEGIST -
Gabriela Barcenas
CONTENT STRATEGISTGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
