Lauren Swain
Waterville,Me
Summary
Energetic professional committed to maintaining a productive and quality-driven environment. Collaborative and versatile with expertise in employee relations, strategic planning and report preparation. Skilled at developing presentations with all learning objectives being met.
Overview
9
9
years of professional experience
Work History
Trainer
Hammond Lumber Company
Belgrade, NM
10.2023 - 02.2024
- Created content for online courses utilizing various software platforms and multimedia tools.
- Organized and maintained records of attendance, grades, evaluations and other pertinent data related to training sessions.
- Managed administrative tasks associated with running the class including scheduling meetings or events, ordering supplies.
- Developed and delivered training programs to staff in the company's policies and procedures.
- Prepared hard copy training materials, module summaries, videos and presentations.
Training Instructor
T-Mobile
Oakland, Me
01.2023 - 09.2023
- Collaborated with other trainers and instructors in designing course materials that meet the needs of learners
- Developed and delivered training sessions for new employees on company policies, procedures, and practices
- Conducted individual and group coaching sessions to reinforce learned concepts and improve job performance
- Utilized various teaching methods such as lectures, demonstrations, role-playing activities, simulations., to ensure maximum engagement from participants
- Provided feedback, guidance, and support to assist in the development of team members' skillsets
- Updated existing curriculums based on changing needs or industry trends.
Customer Resolution Specialist
T-Mobile
Oakland, Me
04.2015 - 01.2023
- Maintained accurate records of all interactions with customers using company software systems
- Identified opportunities for continuous improvement in order to enhance overall performance metrics
- Ensured compliance with established policies, procedures, and regulations governing the handling of customer accounts
- Created detailed reports summarizing findings from investigations into unresolved customer issues
- Managed multiple tasks simultaneously while adhering to quality assurance guidelines and deadlines
- Developed strong organizational and problem solving skills to ensure timely resolution of customer issues
- Assessed current operational processes for areas of improvement or cost savings initiatives
- Analyzed data from various sources to identify trends in customer complaints and proactively address them
- Provided proactive support by performing research on customer requests or inquiries prior to contact.
Education
High School Diploma -
Skowhegan Area High School
Skowhegan, ME06-2012
Skills
- Clear Verbal and Written Communication
- Quality Assurance
- Workflow Optimization
- Presentation Design
- Data Entry
- Spreadsheet Management
- Computer Skills
References
References available upon request.
Timeline
Trainer
Hammond Lumber Company
10.2023 - 02.2024
Training Instructor
T-Mobile
01.2023 - 09.2023
Customer Resolution Specialist
T-Mobile
04.2015 - 01.2023
High School Diploma -
Skowhegan Area High School
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