CRM Software
Geraldine Grullon
Learning & Development Trainer
New York,NY
Summary
Organized Learning & Development Trainer with 5 years of Client Success experience with extensive knowledge of Salesforce use and industry procedures. Proven leader ready to make hard decisions and counsel companies to long-term success.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Learning and Development Trainer
National Debt Relief
New York, NY
11.2018 - Current
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Trained and mentored 200+ new personnel hired to fulfill various roles.
- Developed lesson plans, instructional materials and written practice tests for New Hire and Tenured training courses.
- Facilitated virtual, in-person and blended learning sessions, including overseas.
Customer Service Supervisor
National Debt Relief
New York, NY
10.2019 - 01.2022
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Customer Service Representative
National Debt Relief
New York, NY
11.2018 - 10.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
Education
Bachelor of Arts - Latin American Studies
SUNY At Albany
Albany, NY 08.2015 - 05.2018
Skills
Salesfore
undefinedSoftware
Microsoft office
Certification
Virtual Training & Facilitation Certificate
Timeline
Virtual Training & Facilitation Certificate
03-2023
Customer Service Supervisor
National Debt Relief
10.2019 - 01.2022
Learning and Development Trainer
National Debt Relief
11.2018 - Current
Customer Service Representative
National Debt Relief
11.2018 - 10.2019
Bachelor of Arts - Latin American Studies
SUNY At Albany
08.2015 - 05.2018
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