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CUSTOMER SERVICE / CALL CENTER TRAINING
Dynamic and goal oriented professional with strong working background of assessing employee’s training needs, learning competencies and progress, and ability to deliver sales training that focuses on up-selling and cross-selling in a call center setting. Strategic thinker and effective decision-maker recognized for ability to support productive teams and meet operations and customer service goals while ensuring execution of all quality and corporate operations policies. A team player with effective interpersonal and communication skills, adept at building productive relationships and building rapport with a diverse set of individuals.
Organizational Leadership • Customer Care Management • Call Center Training & Development
• Sales & Account Management • Quality Assurance • Client Relations • Staff Supervision & Development
Bank of America, Dallas, TX 12/2011 – Present
Handle selling and client training of BOA financial products including credit cards, cd’s, IRA’s, and loans. Respond to customer inquiries and concerns. Opened deposit accounts and processed loan applications.
• Review and process consumer loan/credit line requests. Quote rates, terms and programs for loan customer requests.
Delta Air Lines, Inc., Dallas, TX 02/2011- 12/2011
Reservation Support Representative
Provided exceptional customer service to Delta Airlines passengers, including the elite passengers and sky team partnerships. Coordinated with Delta care team, and handle solicitation of plane fares.
• Arranged travel for businesses, travel agents, and military.
Wells Fargo Bank, Dallas, TX 08/2010 – 01/2011
Banker Coach Trainer
Train personal Bankers in branch locations for upcoming products, services and sales training. Oversaw performance of phone bankers’ calls during 6-week new hires training.
• Assisted phone bankers in handling escalation calls. Maintain adherence of sales, and AHT goals.
Airtran Airways, Atlanta, GA 03/2009 – 06/2011
Travelled 100% of the time to all destinations of Airtran airline, and provided quality customer service to all passengers. Adhered to safety regulations required by federal law including all FAA and TSA security procedures and operations.
Harris County Hospital District, Houston, TX 12/2007 – 01/2009
Call Center Trainer
Facilitated training for new-hires. Managed complete and accurate processing of appointment scheduling, pre-registration, eligibility screening, insurance verification, pre-authorization, and financial counseling .
• Liaised with physicians, clinics, and insurance companies to obtain benefit verification, and visit referral authorization.
EDUCATION & CREDENTIALS
High School Diploma, 1997
Justin F. Kimball High School – Dallas, TX
Windows XP; Microsoft Office Suite: Word, Excel, Outlook
Epic Systems Interact Intel Databases; SAP, RUMBA, Internet Explorer