Debra Landrum
Jackson,KY
Summary
Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Decisive and disciplined professional with personable style and thorough approach.
Overview
7
7
years of professional experience
Work History
Flex Trainer
Foundever
Chavies, KY
06.2023 - Current
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Documented all training activities including attendance records, feedback forms, surveys.
- Adapted teaching methods according to the needs of individual learners or groups.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Managed the technical setup for virtual classrooms, ensuring that all systems are functioning properly prior to class start time.
- Resolved any issues raised by participants during the training session in a timely manner.
- Provided support for trainers in order to ensure successful delivery of courses.
- Assisted with troubleshooting technical problems related to online platforms used for delivering instruction.
- Encouraged open communication among participants by facilitating conversations around relevant topics related to course material.
- Ensured compliance with established safety standards when conducting hands-on demonstrations or simulations.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Monitored training effectiveness through observation and metrics analysis.
- Prepared hard copy training materials, module summaries, videos and presentations.
- Compiled and analyzed weekly trainee retention reports.
- Explained goals and expectations required of trainees.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Participated and attended meetings or seminars to obtain information for use in training programs or to inform management of training program status.
- Used role playing, lectures and simulations to present information in variety of instructional techniques and formats.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Created and offered additional materials to enhance training.
- Coordinated recruitment and placement of training program participants.
Tier 1 Technical Support Representative
Foundever
Jackson, KY
06.2021 - Current
- Provided technical support to customers over the phone and through email.
- Assisted with troubleshooting computer hardware, software and network related issues.
- Performed remote diagnostic procedures to identify customer problems.
- Identified and documented customer product feedback.
- Resolved customer inquiries in a timely manner.
- Maintained detailed records of customer interactions and transactions.
- Followed up on open cases to ensure resolution of customer issues.
- Provided training and guidance to new team members as needed.
- Recommended solutions or alternatives to customers when appropriate.
- Updated existing customer accounts with new information as required.
- Ensured compliance with industry standards for data security and privacy protection.
- Coordinated with other departments to resolve complex customer issues.
- Responded promptly to escalated customer complaints or concerns.
- Conducted research into emerging technologies relevant to the company's products.
- Created detailed documentation of processes and procedures related to Tier 1 Technical Support Representative duties.
- Assisted customers with understanding how best to utilize their technology resources.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Maintained up-to-date case documentation for future reference.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Supported customers with online billing, access and account issues.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Cook
Kentucky River Medical Center
Jackson, KY
09.2020 - 06.2021
- Prepared meals according to recipes and menus, adjusted ingredients and cooking times accordingly.
- Adhered to food safety standards when storing and preparing foods.
- Cleaned kitchen equipment, surfaces, utensils and dishes.
- Ensured that all food was cooked at the correct temperature and stored correctly.
- Maintained a clean working environment by sweeping, mopping floors, washing surfaces and emptying trash cans.
- Planned menus based on customer preferences, nutritional value and budget constraints.
Crew Team Member
Wendys Restaurant
Jackson, KY
02.2017 - 10.2020
- Assisted customers with orders and inquiries.
- Organized stockroom shelves to maximize space efficiency.
- Maintained cleanliness of store by sweeping, mopping, and dusting surfaces.
- Greeted customers in a friendly manner upon entering the store.
- Operated cash register accurately and efficiently.
- Answered customer questions regarding product features, pricing, availability.
- Provided excellent customer service at all times.
- Collaborated with other crew members to complete tasks quickly and efficiently.
- Prepared sandwiches and drinks for customers according to their specifications.
- Cleaned work areas regularly throughout shift.
- Followed orders of senior leadership with exacting accuracy in moment and without question.
- Resolved conflict according to company protocols.
- Interacted pleasantly with guests to deliver quality customer service.
Education
GED -
Breathitt Adult Education
Jackson, KY11-2016
Skills
- Online Instruction
- Materials Organization
- Presentations and demonstrations
- Planning and coordination
- Subject matter expertise
- New Hire Training
- Student rapport
- Training Needs Analysis
- Creative Problem-Solving
- Computer technology
- Public Speaking
- Customer Service
- Technical Support
- Issue Troubleshooting
- MS Office proficiency
- Training abilities
- Product Troubleshooting
- Call Center Operations
- Account updating
- Customer service excellence
- Data Management
- Quality Assurance
- Payment Processing
- CRM Software
- Data Collection
- Call Management
- Data Entry
- Inbound and Outbound Calling
- Information Security
- Consultative Sales
- Product Knowledge
- Complaint resolution
- Critical Thinking
- Quality Control
- De-Escalation Techniques
- Customer Relations
- Microsoft Excel
- Lead Generation
- Researching
- Problem-solving abilities
- Product Education
- Customer Education
- Credit card payment processing
- Positive and professional
- Escalation management
- Customer Relationship Management (CRM)
- Microsoft Outlook
- Documentation
- Building rapport
- Complaint Handling
- Problem Resolution
Timeline
Flex Trainer
Foundever
06.2023 - Current
Tier 1 Technical Support Representative
Foundever
06.2021 - Current
Cook
Kentucky River Medical Center
09.2020 - 06.2021
Crew Team Member
Wendys Restaurant
02.2017 - 10.2020
GED -
Breathitt Adult Education