JEAN HAO-HIRT
Greenwich,CT
Summary
Customer Service trainer bringing top-notch skills in oral and written communication, active listening and problem-solving. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Organized and dedicated relationship builder with proven track record in working independently with the ability to find solutions to problems.
Overview
29
29
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE TRAINER
Maximus
Remote
12.2022 - Current
- Collaborate with training leadership to assess the impact of virtual courses, ensuring trainee of diverse knowledge base to success and ongoing competence
- Leveraged technology platforms to streamline administrative tasks, prevent errors, and reduce call handling time.
- Worked closely with new hires, answering questions and addressing various concerns during onboarding process.
- Reduced employee turnover rate of 13% through the implementation of effective customer service training programs.
ACCOUNTS COORDINATOR
8W8 GLOBAL BUSINESS BUILDERS
Brooklyn, NY
01.2015 - 03.2020
- Onboard new customers to ensure security password access and usage through webinars
- Collaborated with sales, to identify upsell opportunities and customer adoption.
- Facilitated communication between departments, fostering stronger collaboration on financial matters.
Real Estate Investment
Self Employed
Remote
01.2003 - 12.2015
- Invested properties in AZ, NV, PA, and NY.
- Took time to start a family.
TRAINING ASSOCIATE
MORGAN STANLEY
New York, NY
01.2001 - 01.2002
- Coached new hires through their onboarding process, accelerating their integration into the workplace culture and performance expectations.
- Fostered collaboration with the presentation department to conceptualize and develop innovative curricula and manuals for the 'Train-the-Trainers' program, enhancing the training methodology and material for team members.
- Developed customized training materials tailored to the specific needs of diverse audiences, resulting in higher satisfaction rates.
- Successfully facilitated cross-functional team trainings, enhancing overall productivity and cohesion within the organization.
VP TRAINING SPECIALIST
US TRUST COMPANY
01.2000 - 01.2001
- Designed and delivered training of proprietary Saas software to private wealth bankers.
- Enhanced employee engagement and satisfaction through the implementation of comprehensive training programs and performance management systems.
- Identified and assessed key issues to strategize and develop training procedures and manuals for program effectiveness to achieve customer satisfaction.
CONSULTANT - TRAINER
GOLDMAN SACH
01.1998 - 01.2000
- Delivered on-site training to 300 users corporate-wide and prepared classroom facility readiness
- Compiled post training evaluations, updated communication for roll-out, and ensure User sign-on access and coordinate IT help desk support
- Worked in fast pace business environment with tight deadlines
- Ensuring Y2K data migration for Microsoft Office and CRM application firm wide.
CHANGE MANAGEMENT
COOPERS & LYBRAND / ANDERSEN CONSULTING
01.1995 - 01.1998
- Leverage diverse methodologies to assess problems and devise strategic solutions for clients
- Business Process re-engineering streamline business process to ensure operational efficiency to meet industry policy standards and government regulations
- Collaborated with stakeholders to identify discrepancies and improve business processes to align with new process workflows
- Conduct interviews with internal and external stakeholders to document process mapping, assessed problems, and analyze proposed customer recommendations.
Education
B.A., Political Science, Asian Studies -
PENN STATE UNIVERSITY
Skills
- CUSTOMER RELATIONSHIP BUILDING
- PROJECT MANAGER
- TECH SAVVY
- CORPORATE TRAINING
- EXCELLENT COMMUNICATOR/LISTENER
- ATTENTION TO DETAILS
- WORK INDEPENDENTLY
- PROBLEM SOLVER
Certification
- Salesforce Certified Administrator Trailhead License - March 2021
- Microsoft Certified Application Specialist: Microsoft, 2020
Languages
Mandarin
Limited Working
Timeline
CUSTOMER SERVICE TRAINER
Maximus
12.2022 - Current
ACCOUNTS COORDINATOR
8W8 GLOBAL BUSINESS BUILDERS
01.2015 - 03.2020
Real Estate Investment
Self Employed
01.2003 - 12.2015
TRAINING ASSOCIATE
MORGAN STANLEY
01.2001 - 01.2002
VP TRAINING SPECIALIST
US TRUST COMPANY
01.2000 - 01.2001
CONSULTANT - TRAINER
GOLDMAN SACH
01.1998 - 01.2000
CHANGE MANAGEMENT
COOPERS & LYBRAND / ANDERSEN CONSULTING
01.1995 - 01.1998
B.A., Political Science, Asian Studies -
PENN STATE UNIVERSITY