Jean Bourque
Pearisburg,VA
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about the effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
5
5
years of professional experience
Work History
Trainer II
Wayfair
09.2022 - Current
- Training and facilitating learning material for new hires as well as tenured agents that progress into other roles
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout the training process.
- Scheduled and taught in-class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Cross-trained and backed up other customer service managers.
- Working with partners and stakeholders to ensure training material is adequate
- Monitored participant workflow and behaviors throughout the training process.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Analyzed the effectiveness of training programs at all levels and recommended updates.
- Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
- Implemented new learning strategies depending on employees' skill levels.
Trainer I
Wayfair
07.2021 - 09.2022
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Assessed student needs to develop effective training plans.
- Tracked attendance and progress against goals for each participant.
- Gathered and organized supplementary material to support structured lessons.
Customer Advocate Specialist
Wayfair
05.2020 - 07.2021
- Listened to customers actively to assess issues and provide accurate information.
- Served as point of contact for customers and worked to resolve BBB complaints and Attorney General issues.
- Researched and resolved account and service problems with friendly, knowledgeable support.
- Documented customer concerns and inquiry resolutions
- Accessed multiple databases to investigate customer questions and concerns.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Escalation Specialist
Wayfair
03.2018 - 05.2020
- Worked with multiple screens and programs to resolve customer issues.
- Provided excellent customer service and provided answers to client questions within set standards.
- Utilized inbound and outbound telephone techniques to solidify and build client relationships.
- Worked cross-functionally with various members of customer service teams.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved accounting, service and delivery concerns.
Education
High School Diploma -
Machias Memorial High School
Machias, ME05.2007
Skills
- Google Suite and Microsoft Suite Efficient
- Workshop Teaching
- Class Preparation
- Solution Implementation
- Customer Experience Management
- Interdepartmental Collaboration
- Staff Training
- Effective Workflow Management
- Change Management
- Public Speaking
- Process Evaluations
- Written and Oral Communications
Accomplishments
- Maintain a 9.6 NPS across 59 classes as lead facilitator
- Successfully trained 7 different vertices within customer service
- Successful in training both remote and physical location employees within the same classroom environment
Timeline
Trainer II
Wayfair
09.2022 - Current
Trainer I
Wayfair
07.2021 - 09.2022
Customer Advocate Specialist
Wayfair
05.2020 - 07.2021
Customer Escalation Specialist
Wayfair
03.2018 - 05.2020
High School Diploma -
Machias Memorial High School
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