Archelle Greer
Kansas City,MO
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
8
8
years of professional experience
Work History
Call Center Supervisor
MS Fuel Card
Overland Park, KS
01.2023 - Current
- Supervised 15 Customer Service agnets in providing excellent customer service to callers requiring assistance for Fuel Credit Card and Billing issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Collaborated with training team to boost product support and certification training initiatives.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Created team rotations to man center effectively during peak hours.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Trainer
Maximus Call Center
Kansas City, MO
07.2017 - 05.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Developed effective training plans based on department needs and objectives.
- Contributed to reductions in employee turnover by revamping training programs.
- Analyzed team performance and identified opportunities for additional training.
- Educated clients on proper use of products and systems.
- Supported productivity increase and business growth through new hire training and mentoring.
- Supervised 10 Customer Service Agents in providing excellent customer service to callers requiring assistance for Fuel Card and Billing issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collaborated with training team to boost product support and certification training initiatives.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Trainer
NuMotion
Kansas City, MO
03.2015 - 07.2017
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Developed individualized training plans to achieve staff readiness.
- Introduced standardized training for cohesive learning environments.
- Prepared and presented supplementary learning material to support structured lessons.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
Education
High School Diploma -
De La Salle
Kansas City12.1997
Skills
- Training Initiatives
- Microsoft Project
- Microsoft Excel
- IBM Notes
- Microsoft Dynamics
- Microsoft Access
- Payment Collection
- New Hire Training
- Critical Thinking
- Microsoft Office
- Microsoft Outlook
- Remote Learning
- Google Drive
- Quality Standards
- Business Planning
- Technical Support
- Course planning
- Goal-setting
- Curriculum Creation
- Lesson plan development
- Training material development
- Training program development
- Employee training
- Classroom expertise
Timeline
Call Center Supervisor
MS Fuel Card
01.2023 - Current
Trainer
Maximus Call Center
07.2017 - 05.2023
Trainer
NuMotion
03.2015 - 07.2017
High School Diploma -
De La Salle
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