Alicia M. Hoskins
Kalamazoo,MI
Summary
Motivated and hard working leader with over 18 years in customer service/sales and over 8 years in management. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
16
16
years of professional experience
Work History
Training Coordinator
AT&T
11.2014 - 02.2023
- Worked with central management to identify, plan, align and address training needs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness as needed.
- Compiled training handbook and related course materials.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Liaised between trainers and course participants.
- Assessed skill gaps for employees in both outbound and inbound departments and developed training courses to meet identified needs.
- Trained new hires to perform cross-training exercises with experienced workers.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching and managing to enterprise targets.
- Assisted human resources and recruiting teams by scheduling phone screens and on-site interviews and planning recruitment related events.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Maintained optimal staffing levels by tracking vacancies and initiating recruitment and interview processes to identify qualified candidates.
Customer Service Representative/Sales Representative
AT&T
07.2007 - 11.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Answered over 120 inbound calls per shift to meet fast-paced call center demands.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor of Arts - Criminal Justice & Sociology
Western Michigan University
Kalamazoo, MI06.2007
Skills
- Develop Training Programs
- Problem Solving
- Innovative Training Approaches
- Coaching and Development
- Policy and Procedure Adherence
- Leadership Training
- Program Management
- Attention to Detail
- Project Management
- Verbal and Written Communication
- Program Analysis
- Status Reports
Timeline
Training Coordinator
AT&T
11.2014 - 02.2023
Customer Service Representative/Sales Representative
AT&T
07.2007 - 11.2014
Bachelor of Arts - Criminal Justice & Sociology
Western Michigan University