Enjoy volunteering at children's school functions
AMANDA JENSEN
Anchorage,AK
Summary
Experienced Sr Corporate Trainer with 8-year record of success in soft skills, customer experience, and technical instruction. Focused on maximizing employee performance, team productivity and quality assurance with effective training programs. Looking to leverage 18 years in telecom to take on a dynamic role with ASRC.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
Senior Corporate Trainer
GCI
Anchorage, AK
10.2012 - Current
- Develop and deliver sales training to Consumer sales channels including Retail, Call Center, Small Business Managers, Directors, and Regional VPs.
- Created first Side-by-Side coaching observation process to collect, analyze, and report agent behaviors essential for customer experience.
- Utilized fallible digital form and iPads to build this digital ecosystem.
- Provided Side-by-Side Sales/CX coaching to more than 100 agents within Call Center, ITS, and Retail sales channels.
- Developed annual internal Sales Refresher courses for management, front line staff, Wednesday Webinars for front line staff.
- Led daily, weekly and monthly coaching, counseling and feedback sessions to more than 50 management staff.
- Review and edit all training materials for accuracy and policy compliance.
- Facilitated Miller Heiman (Kornferry) courses including Caring and Healing Customer Relations, Service Ready Sales, Handling Emotions Under Pressure, Building Customer Loyalty, Navigating Challenging Situations.
- Verified proper tracking in newly created databases of all students and instructors leaves, attendance, scores and overall performance.
- Advised executives on best practices for employee growth and productivity goals, consistently helping achieve lower turn over rate and better success.
- Liaised between executives and entry-level workers, facilitating smooth communication and successfully achieving 47% increase in sales and productivity.
- Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence
Tier III Customer Service Representative
GCI
Anchorage, AK
10.2003 - 07.2012
- Expert in front line facing systems.
- Investigated and resolved customer inquiries and complaints in timely and empathetic manner.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot.
- Dedicated to continuously improving sales abilities and product knowledge.
Retail Customer Service
GCI
Soldotna, AK
01.2008 - 05.2009
- Earned management trust by serving as key holder, responsibly opening and closing store.
- Provided elevated customer experience, answered product questions with up-to-date knowledge of sales and store promotions.
- Conducted weekly walk-throughs with manager to discuss interior visual displays, including store window presentation.
Quality Assurance Specialist
GCI
Anchorage, AK
08.2005 - 03.2006
- Communicated audit results to upper management through written reports and oral presentations.
- Audited Direct Sales and Customer Service sales for accuracy.
- Coached agents on accuracy improvement.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Skills
Training development aptitudeundefined
Education
No Degree - Business Management
University Of Alaska Anchorage
Anchorage, AK 01.2000 - 05.2003
Additional Information
- Assisted with organizing peninsula school activity. Worked with fishing guides and local businesses to take school age children fishing for a day. Received donations for rods and tackle for all children to keep.
- St Elizabeth Ann Seton Assist teacher in scheduling and coordinate different activities for parent involvement. Head of planning committees to help aid school funding.
- Secretary of Alaska Waterfowl Association (AFA) organized yearly banquets for over 400 people. Collected donations and delegated duties resulted in over $20k in revenue to donate back to the community.
Certification
Leadership & Experience Deliver and Develop Level, Miller Heiman
Interests
Love getting out with my family camping and fishing during the summers
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