Cenitra Aaron
Madison
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
25
25
years of professional experience
Work History
Learning and Development Specialist
Kelly Services
Troy
08.2017 - Current
- Developed instructional materials to support diverse learning styles and preferences.
- Conducted needs assessments to identify training gaps in employee performance.
- Designed and implemented training programs for employee skill development.
- Provided individual coaching support when needed based on identified areas of improvement.
- Assisted in creating a culture of continuous learning by providing guidance on best practices in adult education principles.
- Facilitated workshops to enhance team collaboration and communication skills.
Training Team Lead
Kelly Services
Troy
06.2020 - 10.2024
- Managed workflow processes to enhance team efficiency and productivity.
- Implemented training programs to improve team skills and knowledge base.
- Developed standard operating procedures to ensure consistency in operations.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Monitored team progress and enforced deadlines.
- Ensured compliance with company policies and procedures throughout the team.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Offered training and support to keep team members motivated and working toward objectives.
Quality Coach
Kelly Services
Troy
01.2018 - 06.2020
- Facilitated training sessions for staff to enhance quality assurance practices.
- Monitored compliance with quality standards in service delivery processes.
- Collaborated with teams to identify areas for process enhancement and training needs.
- Conducted audits to ensure adherence to company policies and procedures.
- Analyzed performance data to recommend improvements in service efficiency.
- Provided coaching and support to team members on best practices in quality management.
Customer Service Representative
Kelly Services
Troy
08.2017 - 01.2018
- Processed service requests and resolved billing issues efficiently.
- Educated customers on equipment setup and usage for optimal service experience.
- Collaborated with team members to handle high call volumes during peak times.
- Documented customer interactions accurately in the company database.
- Maintained knowledge of promotions and product offerings to inform customers.
- Handled escalated customer complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Service Representative
DIRECTV
Huntsville
11.2015 - 07.2017
- Assisted customers with inquiries about DIRECTV services and features.
- Handled inbound phone calls efficiently, addressing customer needs promptly.
- Executed sales strategies to enhance service uptake.
- Typed 45 words per minute, ensuring accurate documentation of customer interactions.
- Processed service requests and resolved billing issues efficiently.
- Educated customers on equipment setup and usage for optimal service experience.
- Documented customer interactions accurately in the company database.
- Provided technical support for satellite television systems and streaming services.
Client Services Representative
Hutchens Law Firm
Fayetteville
01.2011 - 05.2015
- Managed portfolio of 600+ foreclosure files, ensuring accurate tracking and compliance.
- Provided exceptional client support through effective communication and problem-solving skills.
- Collaborated with legal teams to ensure accurate information delivery to clients.
- Managed client inquiries and facilitated timely responses to enhance satisfaction.
- Maintained detailed records of client interactions for efficient service tracking.
- Assisted clients in understanding legal processes and documentation requirements.
- Answered inquiries from borrowers, real estate agents, and bankers regarding foreclosure proceedings.
- Provided daily reports to Bank of America and Wells Fargo on foreclosure processes.
- Assisted attorneys with necessary data and information for hearings.
- Executed bankruptcy, hearing, and sales reports to support operational efficiency.
- Met deadlines for hearings and sales, maintaining organizational standards.
- Performed data entry, copied documents, scanned, faxed, and sent emails daily.
- Delivered exceptional customer service throughout all interactions.
Customer Service Manager
AT&T Wireless
08.2003 - 08.2008
- Managed and supervised a team of 18 customer service representatives.
- Responsible for their schedules, payroll etc.
- Coached and developed them daily on proper customer service techniques, how to handle their calls, call flow, escalation and de-escalation skills.
- Monitored calls daily for quality assurance ran daily reports for team stats and development.
- Conducted targeted selected interviews, assisted in job fairs.
- I served on customer service appreciation committee for 2 years.
- Conducted team building seminars and activities for the entire call center.
Technical Support
AT&T Wireless
09.2001 - 08.2008
- 1 and 2 technical support to wireless customers.
- Assisted with troubleshooting techniques for phone equipment for customers and trained other employees in the call center on troubleshooting techniques.
- Provided training sessions to other reps on new troubleshooting applications and created troubleshooting manuals for reps and team managers.
Customer Service Representative
02.2001 - 09.2001
- Responsible for answering calls for customers and assisting with their needs in regards to billing, troubleshooting, phone plans, phone equipment, and accessories.
- Customer Service.
Education
Associates in Paralegal Studies -
Herzing University
Birmingham, AL10-2017
High School Diploma -
Douglas Byrd High School
Fayetteville, NC06.1994
Skills
- Written and verbal communication
- Coaching and mentoring
- Training program development
- Team leadership
- Effective communication
- Typing speed of 50 WPM
- Data entry expertise
- Microsoft Word proficiency
- Excel proficiency
- Outlook email proficiency
- PowerPoint proficiency
- Interviewing and onboarding practices
- Technical support troubleshooting
- Customer service experience
- Time management
- Problem solving
- Conflict resolution
- Team management
- Quality assurance
- Communication effectiveness
Additional Information - Special Skills
- Excellent Written and Verbal skills
- Typing 50 WPM
- Data Entry
- Proficient in Microsoft Word, Excel, Outlook email, PowerPoint
- Interviewing and new hire practices
- Technical Support troubleshooting
- Over 15 years of customer service experience
Timeline
Training Team Lead
Kelly Services
06.2020 - 10.2024
Quality Coach
Kelly Services
01.2018 - 06.2020
Learning and Development Specialist
Kelly Services
08.2017 - Current
Customer Service Representative
Kelly Services
08.2017 - 01.2018
Customer Service Representative
DIRECTV
11.2015 - 07.2017
Client Services Representative
Hutchens Law Firm
01.2011 - 05.2015
Customer Service Manager
AT&T Wireless
08.2003 - 08.2008
Technical Support
AT&T Wireless
09.2001 - 08.2008
Customer Service Representative
02.2001 - 09.2001
Associates in Paralegal Studies -
Herzing University
High School Diploma -
Douglas Byrd High School
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