Andrea Jessica Topete
El Paso,TX
Summary
Highly motivated Sr. Service Trainer with commitment to excellence and more than 10+ years of experience. Effective decision-maker with top-of-the-line communication and organizational skills.
Reliable individual with mentoring and coaching skills. Flexible and poised promoting a strong desire to resolve issues and provide great service.
Overview
15
15
years of professional experience
Work History
Senior Service Trainer
Automatic Data Processing, Inc., ADPIA
El Paso, Texas
06.2014 - Current
- Worked closely with training team, managers and associates to collaborate on design of training curriculum and activities for agency.
- Managed consistent communications between stakeholders, audience and team to collaborate, solve problems and assist company to achieve goal in providing exceptional service and driving client self-service.
- Created presentations, scripting, instructions, documents and assessments for various types of ADPIA training courses.
- Delivered group and individual training covering new product releases and enhancements, new hires training and service excellence areas.
- Identified key areas in our training request process that could use improvement and implemented new processes, which increased efficiency for our team.
- Carried out day-to-day duties accurately and efficiently
- Led various training projects like WFN/Pi launch, IS APPs Files and #AlexObsessed for ADPIA.
- Trained and mentored 3 new trainers.
Trainer
FULLBEAUTY Brands (Redcats)
El Paso, Texas
09.2007 - 06.2014
- Organized and edited training manuals, activities and schedules for new telemarketing hires, resulting in stronger retention numbers during training and increased additional sales.
- Monitored over 200+ telemarketing representative workflow and behaviors throughout training process.
- Tracked attendance and progress against goals for each new telemarketer during first 6 weeks.
- Trained 100+ telemarketers to perform cross-training skills for customer service.
- Trained new customer service representatives with functionality of new skills and soft skills.
- Quickly adapted training plans for leader needs, keeping timelines, budgets and desires in mind
Education
Associate of Arts - Biology
El Paso Community College
El Paso, TX05.2005
Bachelor of Science - Biological Sciences
The University of Texas At El Paso
El Paso, TX12.2004
Skills
- Training Program Design and Course Materials Development (in-person and online learning)
- Facilitation scheduling, documentation and recordkeeping
- Class Lecturing and Role Playing
- Creative Solution Development
- Attention to Detail
- Strategic Planning
- Verbal and Written Communication
- Innovative and creative problem solving approaches
- Quality Assurance
- Coaching and Development
- Adult Learning Theories
- Microsoft Office
Accomplishments
- Member of ADP El Paso Toastmasters
- VP of Public Relations for ADP El Paso Toastmasters
- Member of ADP Global Toastmasters
- Currently contestant with Division Speech Contest
Timeline
Senior Service Trainer
Automatic Data Processing, Inc., ADPIA
06.2014 - Current
Trainer
FULLBEAUTY Brands (Redcats)
09.2007 - 06.2014
Associate of Arts - Biology
El Paso Community College
Bachelor of Science - Biological Sciences
The University of Texas At El Paso