Katelynn Hawkins
Brandywine,MD
Summary
Goal-driven energetic Trainer successful in working with both students and leadership to develop successful training programs. Ready to offer skills gained over extensive customer service career to long-term position.Well-versed in operating under tight schedules and with little supervision. Contributes many years of experience in training, teaching, and mentoring professionals in corporate environments while demonstrating exceptional communication skills.
Overview
8
8
years of professional experience
Work History
Trainer Specialist
Telecommunications Development Corp.
, Washington DC
10.2022 - Current
- Trained newly hired top talent to fill key customer service positions, to maximize productivity and company success.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Worked collaboratively across departments and with various management operations to deliver comprehensive, effective training sessions.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement with upcoming classes.
- Used role-playing, lectures, and interactive simulations to present information in a variety of instructional techniques and formats for new hires daily.
- Documented all training activities including attendance records, feedback forms, surveys.
- Explained goals and expectations required of trainees.
Senior Call Center Representative
Telecommunications Development Corp.
, Washington DC
01.2021 - 10.2022
- Analyzed data from surveys conducted among customers to gain insight into their experiences with the organization's services and products.
- Trained new employees on company policies and procedures related to customer service operations.
- Documented and maintained up to date records at all times using various data platforms
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Developed effective relationships with all call center departments through clear communications to ensure excellent customer experiences with all calls
- Generated reports outlining call center trends, successes, opportunities for improvement.
Customer Service Specialist
Covance
10.2019 - 01.2021
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled calls, track communications and raise issues based on established procedures
- Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.
- Educate patients on their available products and options for insurance
Senior Bank Teller
Educational Systems Federal Credit Union
02.2017 - 01.2019
- Assisted the head teller with maintaining accurate and complete branch logs; ensured all branch equipment was fully functional
- Served as a custodian of the branch vault and managed cash levels while maintaining vault security
- Verified financial transactions and filled teller cash orders
- Provided customer service by informing members of various financial products
- Managed teller line in supervisor's absence; ensured quality control practices were met
- Trained onboarding members on routine bank operations and duties; reviewed work and verified compliance with bank regulations
Education
High School Diploma -
Gwynn Park High School
Skills
- Clear verbal communication
- Training initiatives
- Time Management
- Innovative Problem Resolution
- Effective Conflict Resolution
- Leadership
- Classroom oversight
- Team training and development
Timeline
Trainer Specialist
Telecommunications Development Corp.
10.2022 - Current
Senior Call Center Representative
Telecommunications Development Corp.
01.2021 - 10.2022
Customer Service Specialist
Covance
10.2019 - 01.2021
Senior Bank Teller
Educational Systems Federal Credit Union
02.2017 - 01.2019
High School Diploma -
Gwynn Park High School
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