Deanna Landa
Richmond,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Contact Center Trainer
Broadspire
10.2019 - Current
- Led cross-functional teams in development of new training programs, ensuring alignment with organizational goals and objectives.
- Increased overall contact center efficiency by implementing innovative training techniques and best practices.
- Created and oversaw Commercial, Leave & Disability, and A&H training programs for operations.
- Developed job-specific competencies and performance standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended learning sessions.
- Collaborated with management to identify skills gaps and design training solutions that addressed key business objectives.
- Mentored GBSC trainers within contact center, preparing them for successful careers in training roles.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Designed custom e-learning modules for remote employees, streamlining training process and reducing time spent in classroom settings.
- Participated in team projects, demonstrating ability to work collaboratively and effectively.
- Worked flexible hours across day, night, and holiday shifts.
- Proven ability to develop and implement creative solutions to complex problems.
- Developed and maintained courteous and effective working relationships.
QA Specialist
Broadspire
03.2019 - 10.2019
- Reported problems and concerns to management.
- Facilitated effective communication between QA, development, and management teams through regular status updates on ongoing projects, including regular .
- Performed standard inspections of incoming calls and e-claim inspections to verify adherence to customer standards.
- Developed and implemented procedures to meet product quality standards.
- Fixed identified issues to improve workflows.
- Promoted adherence to quality standards by educating personnel on quality control.
- Helped to conduct new hire and cross training as needed to fill in training gaps.
Customer Service Representative
Broadspire
03.2013 - 03.2019
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Handled customer inquiries and suggestions courteously and professionally.
- Mentoring new employees on process and intake responsibilities to establish proper expectations.
- Provided excellent customer care by responding to incoming calls in efficient and timely manner.
Sales Intake Specialist/Storefront Technician
GoldMax
01.2010 - 03.2013
- Greeting potential customers in friendly and respectable way.
- Setting correct expectations and guided them in obtaining the maximum money for their valuables.
- Writing and notating the information on the sales in Salesforce.
- Administered and tracked client payments.
Customer Service Representative
Affirmative Insurance Services
06.2004 - 12.2008
- Provided excellent customer care by responding to requests, assisting with product selection and handling payments.
- Tracked customer service cases and updated service software with customer information.
- Handled customer faxed and emailed inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Responded to customer incoming calls for products, services, and company information rapidly and efficiently.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
Education
College of DuPage
Skills
Training Program Development
Employee Relations
Call Center Customer Service
Training delivery
Documentation and Recordkeeping
Quality Assurance
Clear Communication
Call Center Operations
Systems Experience
- Fluent in SalesForce
- Fluent in TCC
- Fluent in PowerPoint
- Fluent in Excel
- Fluent in Confluence
Languages
Spanish
Native or Bilingual
Timeline
Contact Center Trainer
Broadspire
10.2019 - Current
QA Specialist
Broadspire
03.2019 - 10.2019
Customer Service Representative
Broadspire
03.2013 - 03.2019
Sales Intake Specialist/Storefront Technician
GoldMax
01.2010 - 03.2013
Customer Service Representative
Affirmative Insurance Services
06.2004 - 12.2008
College of DuPage