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Process Trainer Resume Samples
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0-5 years of experience
Implemented training and procedure guidelines as well as WebBook standards for Director Call Center and Account Management team with a focus towards improving efficiency and effectiveness of customer service levels.
- Key team member in the release of QDIA PMFM to ensure organizational readiness.
- Completed internal training pages for 7 teams bettering the proposed deadline by a noteworthy margin.
- Creatively crafted 13 training modules using On Demand Program while exceeding team goal of 7.
- Developed innovative training curriculum for Director Call Center and Account Management service representatives.
- Coach new hires through ASPPA exams.
0-5 years of experience
Spearheaded integration of existing LMS platform (Cornerstone) into diverse needs of newly created Global Shared Services Training Department.
- Standardized and organized training modules, digital folder structure (Sharepoint) and naming conventions across Global Shared Services Training.
- Managed knowledge transfer, material development and training delivery of 54 global migration projects by a staff of 18 consultant trainers and 20 overseas AIG trainers.
- Developed and deployed global skills matrix program across global enterprise.
- Created, refined and delivered new hire on-boarding program across global centers.
- Collaborated with quality team and management across site to identify operational deficiencies and develop Lean, solution oriented, measureable training.
- Delivered dynamic trainings sessions (customer service, soft skills, process training, refresher training, etc.) across the enterprise to a diverse learning audience.
- Ensured effective knowledge transfer via an assortment of teaching techniques, assessment tools and continuous improvement opportunities.
- Successfully managed multiple, high priority projects with competing deadlines.
- Highly adept at building and maintaining fruitful, beneficial relationships horizontally and vertically across organization.
- Employed technology (Snag It, Captivate, Lectora) as appropriate across various learning environments.
0-5 years of experience
With software developers, developed, delivered, and coordinated all process education and training for Process (Portfolio) Management Team.
- Captured current-state processes for executive support activities.
- Held user-acceptance facilitated sessions for specific Systems areas
- Developed and delivered process overview classroom training.
- Identified performance measures for course evaluations.
- Tracked work in Primavera.
- Applied strategies from ADDIE instructional design.
- Created Web Based Training (WBT) training for same (e-learning & instructor-led).
- Developed and delivered leadership education (Process Fundamentals) and tool training (Process Management Training) for one-on-one and small group sessions.
- Created WBT overview education and tool training. (FMEA, Gage R&R, Kano, DOE, Statistical Control, Measurement Planning, Causal Analysis, and many others).
- Developed customized training for specific managers with specific needs. (Testing, Claims, Project Office, ITSS, Auditing, Security, Application Development, etc.).
6-10 years of experience
Fraud Alert, Chargebacks Services, Client Education, Client Relations, Center of Client Excellence
- Led projects and trainers to redesign training materials and course structure to better meet customer and department goals, resulting increased customer services scores on knowledge to an average of 8.8 out of 10 across multiple locations.
- Developed a training program for Client Relations, including both ongoing and new hire training for teams across the US resulting in over 4,000 training hours in 2014, with an average of 16 training hours per employee.
- Managed the development of Communication Bulletins and new audit forms designed to adhere to higher Customer Service and Corporate Standards.
- Communicated information to both internal and external clients to increase customer self-serviceability and unified understanding.
- Identified and assessed training needs to determine gaps for further improvement on training materials and curriculum to better increase product knowledge and capabilities.
- Created specialized Ambassador Programs to assist Client Relations, Product Teams, Sales Account Managers and others with new hot products such as Apple Pay Tokenization and Chip Card. Resulting in consistency and specific training courses to meet client interests.
- Fostered partnerships across multiple areas of Fraud Management, Chargeback Services, Quality, Sales and Client Relations through development, procedure analysis, testing and process improvement to strengthen service level objectives.
- Site Manager of the St. Pete LLS Team for 2013 – 2015, helping raise over for the St. Pete team through site events such as the Geek Games, Flocking Decks, Carnivals and more.
- Site Wellness Leader for St. Petersburg office, organizing healthier snack and lunch options, lunch and learns, wellness week and more.
0-5 years of experience
Trained Branch Level employees how to use our database Sage to get their specific jobs completed
- I had to have an understanding of the entire company’s interworking in order to train the process flow
- Tracked and improved upon the current business process while maintaining uniformity between branches
- Developed an elevated and full understanding of Sage and databases in general
- Gained a high level of competence in the Oil/Gas industry from exploration all the way to production
0-5 years of experience
Was working with HSBC – Data Processing India Ltd (HDPI) as a Process Trainer – Department LIFE (Assurance)
- Primary Role was to Learn, Understand and Train the new staff for processing customer data – Life (Assurance) applications, Quality Checking – Audit, and the Point of contact for all new and existing staff on the process, and also for the business area for the customer related queries
- Was accredited by the Business area as a Quality Checker – Auditing for the whole team and to handle all the high value cases
- Documenting the new process updates in the process manual
- Monitoring calls for the whole team and was also accredited as a Call Coacher
- Generating various types of Reports and shared the same with the team on a monthly basis
0-5 years of experience
Made service changes and recommended best service and payment options to fit the needs of the customers.
- Successfully diffused volatile customer situation which resulted in retention of a valuable customer.
- Assisted Team Manager/Supervisor in day to day activities such as making daily sales reports and briefing the team members.
- Represented IGS alongside CEO and CFO of the company, on CNBC Asia.
0-5 years of experience
Create and update Procedures for Operations Groups
- Create effective training materials using multiple systems, such as, Microsoft Word, Microsoft Excel, Brainshark, etc.
- Update and maintain web pages using Webbooks
- Help Lead a major transition of the company’s processing software
- Support Operations processing groups in training and process updates
- Assist in Business Process Development
0-5 years of experience
Instruct/Coach and manage classes of 20-60 associates which include scheduling time, engagement and plan logistics for all training classes and TDR training.
- Directly train associates in receiving/ stowing/ pack/ pick/sort and dock departments; lead trainer during peak season.
- Develop and maintain curriculum of training materials, provide feedback/coaching on progress of associates setting a positive example through performance leadership.
- Lead the engagement of all process training and ensure compliance, part of the launch team opening of the Lebanon, TN Fulfillment Center.
- Input data into the computer to keep accurate information on completed courses by associates, create all PMV’S (Process Map Visuals) for the building, either new or updated.
- Active participant of the Associate Safety Committee and the Appeals Panelist
- Responsible for updating training materials for process, safety, TDR and Pit changes.
- Train all trainers on updates to Amazon network standards.
- Audit trainers in training class to verify the correct training is being given per Amazon standards.
- Perform mock Bench Marking Audits on each department to make sure they are in compliance with Amazon standards.
- Research updated training materials, put together presentations to train other trainers so training would be trained at the same standards across every shift.
0-5 years of experience
Identify training needs based on gap appraisal processes.
- Develop, prepare and deliver training courses for all Chargeback Services Departments: Chargeback Customer Service, Dispute Chargeback Services, Fraud Chargeback Services and Chargeback Services Support.
- Recommend program enhancements and modify materials as needed.
- Cultivate proper instructional strategies.
- Hands on Classroom Facilitator: conduct needs assessment and task analysis; new hire training, course training, cross training, course development, process improvement and quality assurance.
- Effective presentation and interpersonal skills.
- Conduct online training sessions for Financial Institutions and employees.
6-10 years of experience
- Conduct onsite classroom training to Branch Managers and subordinates at various bank locations on the newly implemented Customer Service bank processes.
- Coordinate and review all training material logistics.
- Review and edit training materials.
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela 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.
