Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Janett  Gradilla

Janett Gradilla

Trainer
San Luis,AZ

Summary

Dynamic Trainer with 16 years of comprehensive experience teaching knowledge and skills to organization's staff members. Versed in preparing educational materials, conducting seminars and workshops and managing training budgets. Patient and cooperative professional familiar with successful teaching methodologies. As well as high-energy Trainer familiar with establishing clear training plans and putting together useful support materials to promote advancements in student learning. Well-versed in operating under tight schedules and with little supervision. Passionate Trainer with extensive knowledge of training and proven success working with clients. Devoted to long-lasting and comprehensive results for every client.. When we had no calls we would do outbound calls to meet project’s collection needs. I was a dependable Collections Specialist successful at meeting high productivity, quality and performance standards. Efficient and competent professional. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Trainer

Advanced Call Center Technologies LLC
06.2021 - Current
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Compiled and analyzed weekly trainee retention reports.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Facilitated orientation and training classes to communicate policies and procedures to new hires.
  • Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.

Trainer

Advanced Call Center Technologies LLC
06.2019 - Current
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Analyzed team performance and identified opportunities for additional training.
  • Delivered instructional presentations on equipment use, focusing on efficiency and safety.

Claims Service Specialist

Allstate
12.2019 - 06.2021
  • Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
  • Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
  • Verified details with policyholders and requested additional information.
  • Reviewed documentation and accounts to gain full picture.

Trainer

Advanced Call Center Technologies LLC
10.2010 - 12.2019
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Compiled and analyzed weekly trainee retention reports.
  • Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
  • Facilitated orientation and training classes to communicate policies and procedures to new hires.
  • Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.

Customer Service Supervisor

Advanced Call Center Technologies LLC
03.2010 - 11.2010
  • Answered phone calls and responded to questions and concerns.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.

Customer Service Representative

Advanced Call Center Technologies LLC
10.2007 - 10.2010
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.

Education

Bachelor of Science - Business Administration

University of Phoenix
Phoenix, AZ
04.2014

Skills

  • Brand Building and Awareness
  • Online-Based Education
  • Competitive and Consumer Market Analysis
  • Team Oriented
  • Training Initiatives
  • Planning and Coordination
  • Course Planning
  • Microsoft Office
  • Computer Technology
  • Adult Education
  • Learning Strategies
  • Group and Individual Instruction
  • Microsoft Excel
  • Microsoft Outlook
  • Adult Learning Theories
  • Operations Analysis
  • Remote Learning
  • Active Listening
  • New Hire Training
  • Video Conferencing
  • Classroom Expertise
  • Critical Thinking
  • Time Management
  • Consistent Approach
  • Instructing
  • Writing
  • Speaking
  • Communication
  • Kahoot

Certification

AT&T Mobility Sales and Service 2019

Bank of Montreal 2022

Languages

Spanish
Native or Bilingual

Timeline

Trainer

Advanced Call Center Technologies LLC
06.2021 - Current

Claims Service Specialist

Allstate
12.2019 - 06.2021

Trainer

Advanced Call Center Technologies LLC
06.2019 - Current

Trainer

Advanced Call Center Technologies LLC
10.2010 - 12.2019

Customer Service Supervisor

Advanced Call Center Technologies LLC
03.2010 - 11.2010

Customer Service Representative

Advanced Call Center Technologies LLC
10.2007 - 10.2010

Bachelor of Science - Business Administration

University of Phoenix
Janett GradillaTrainer