Summary
Overview
Work History
Education
Skills
Skills
Timeline
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Craig Olsen

Craig Olsen

Austin

Summary

Experienced Product Support Trainer with 7+ years of designing and delivering engaging training programs for call center teams at The Home Depot. Expertise in virtual training delivery and utilizing interactive tools to enhance employee learning and performance. Skilled in developing custom training materials, video tutorials, and virtual learning modules to drive knowledge retention and operational efficiency. Passionate about digital content creation, demonstrated through development of gaming and how-to video content on YouTube, as well as launch and management of affiliated Twitch channel focused on gaming and sports talk. Eager to combine training, multimedia development, and content creation to produce impactful learning experiences and digital media.

Overview

26
26
years of professional experience

Work History

Product Support Trainer

The Home Depot
01.2018 - Current
  • Designed and delivered an average of 9 virtual training programs per year over the past 7 years, including 2 Tool Rental and Paint training sessions annually
  • Increased training completion rates from 65% (13 out of 20 trainees) to 80% (16 out of 20 trainees), a 23% improvement in retention and course completion
  • Collaborated with the Design team to develop CyberArk training in the LMS, providing assets and custom-created video content to enhance the learning experience
  • Implemented a reverse shadowing program, improving trainee retention and earning top ratings in post-training surveys
  • Developed interactive virtual training strategies by integrating: Microsoft Forms for real-time knowledge checks, ensuring better retention
  • Teams Whiteboards & Breakout Rooms to foster teamwork and engagement
  • Created and edited training videos using Adobe Premiere Pro, CapCut, and OBS Studio, enhancing instructional content for trainees

Tool Rental and Paint Support Agent

The Home Depot
10.2017 - 12.2017
  • Provided call center support for the Tool Rental Tool Box application, assisting store associates with tool rental contracts, issue resolution, and troubleshooting
  • Created and managed support tickets for tool rental system issues, ensuring efficient contract processing and system functionality
  • Maintained high accuracy and efficiency in resolving tool rental application support cases

Support Agent

The Home Depot
05.2016 - 10.2017
  • Delivered technical and customer support in a call center environment, handling SVS application troubleshooting and ticket resolution
  • Assisted store teams with contract management, order processing, and service requests related to the SVS application
  • Consistently achieved a 98% quality and ticketing score for 6 out of 9 months, ensuring accurate issue resolution and high customer satisfaction

District Manager

Brake Check
01.2013 - 04.2016
  • Managed multi-location operations, ensuring compliance with company standards and achieving consistent customer satisfaction
  • Developed and implemented training programs that improved employee performance and service quality
  • Analyzed financial reports to drive profitability and operational efficiency

Restaurant Manager

Ryan's Steak House
03.2010 - 12.2013
  • Led and trained a diverse team, fostering a culture of excellence and teamwork
  • Oversaw front-of-house and back-of-house operations, ensuring seamless service and high-quality standards
  • Managed inventory and vendor relations, optimizing supply chain efficiency
  • Implemented marketing strategies, increasing revenue through targeted promotions and community engagement

District Manager

Chevron Texaco
03.2006 - 11.2008
  • Supervised 56 stores, leading strategic initiatives to increase sales and customer service standards
  • Designed and executed employee training programs, ensuring consistency across all locations

Multi-Store Manager

Chevron Texaco
07.2003 - 03.2006
  • Led multiple store locations, focusing on staff development and operational efficiency
  • Conducted training sessions to align store practices with corporate objectives

Store Manager

Chevron Texaco
06.1999 - 07.2003
  • Managed daily operations of a high-volume store, achieving revenue targets and high customer satisfaction
  • Trained and mentored staff, ensuring company standards were met and exceeded

Education

High School Graduate - History

Sheepshead Bay High School
Brooklyn, NY
01.1994

Skills

  • Virtual Training Development
  • Employee Development & Coaching
  • Adobe Premiere Pro
  • CapCut
  • OBS Studio
  • Scriptwriting
  • Storyboarding
  • Video Editing
  • Post-Production
  • YouTube Content Creation
  • Twitch Content Creation
  • Microsoft 365 Suite
  • Learning Management Systems
  • Customer Service
  • Call Center Training
  • Leadership
  • Team Development

Skills

Virtual Training Development, Employee Development & Coaching, Adobe Premiere Pro, CapCut, OBS Studio, Scriptwriting & Storyboarding, Video Editing & Post-Production, YouTube & Twitch Content Creation, Microsoft 365 Suite (PowerPoint, Teams), Learning Management Systems (LMS), Customer Service & Call Center Training, Leadership & Team Development

Timeline

Product Support Trainer

The Home Depot
01.2018 - Current

Tool Rental and Paint Support Agent

The Home Depot
10.2017 - 12.2017

Support Agent

The Home Depot
05.2016 - 10.2017

District Manager

Brake Check
01.2013 - 04.2016

Restaurant Manager

Ryan's Steak House
03.2010 - 12.2013

District Manager

Chevron Texaco
03.2006 - 11.2008

Multi-Store Manager

Chevron Texaco
07.2003 - 03.2006

Store Manager

Chevron Texaco
06.1999 - 07.2003

High School Graduate - History

Sheepshead Bay High School

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Craig Olsen