Leslie Pagan Santana
Yulee
Summary
Training instructor with over five years of experience in coaching, monitoring, and mentoring. Expertise in team building and implementing customer service training programs. Proven ability to design engaging course materials and facilitate interactive learning sessions tailored to diverse learner needs. Recognized for enhancing participant engagement and improving skill acquisition rates.
Overview
17
17
years of professional experience
Work History
Training Instructor
Maximus Federal
Jacksonville
03.2019 - 03.2026
- Delivered remote and in-person training on standard procedures to customer service staff.
- Recommended tailored training programs to address specific employee skill gaps.
- Developed and implemented training materials for Consumer Financial Protection Bureau initiatives.
- Evaluated trainee comprehension through testing of educational content.
- Collaborated with management to assess and enhance training program effectiveness.
- Organized manuals, guides, and visuals to support effective training development.
- Instructed fellow trainers on customer service skills and system updates.
- Maintained records of completed trainings and necessary recertification for compliance.
Customer Service Representative
General Dynamics Information Technology, Inc
Jacksonville
10.2018 - 03.2019
- Resolved consumer inquiries and complaints courteously using effective problem-solving techniques to enhance customer satisfaction.
- Responded to telephone inquiries and complaints in compliance with standard operating procedures.
- Utilized comprehensive knowledge of internal policies, procedures, and services to effectively address consumer issues.
- Collaborated with appropriate departments to escalate and resolve complex issues efficiently.
- Documented key details of incoming and outgoing calls through accurate logging.
- Provided consumers with accurate information on financial products and services.
- Mentored new employees during and after training to support skill development.
- Contributed to contract acquisition by Maximus Federal in November 2018.
Bill Collector
Enhanced Recovery Corporation
Jacksonville
02.2009 - 02.2010
- Oversaw customer accounts, ensuring timely payments and successful resolution of debts.
- Created repayment schedules tailored to customers' financial situations, enhancing likelihood of debt recovery.
- Documented collection activities and client interactions in company software for accurate record-keeping.
- Recorded financial status of customers, including payment statuses, to maintain comprehensive account records.
- Located delinquent customers by tracking new addresses through inquiries with post offices and credit bureaus.
- Conducted neighbor inquiries to locate delinquent customers, ensuring efficient follow-up processes.
- Trained new staff on collection procedures and company policies to enhance team performance.
- Performed administrative functions for assigned accounts, including address changes and record purging.
Education
Bachelor of Science - Business Management
University of Phoenix
Jacksonville, FL06-2012
Skills
- Training delivery
- LMS proficiency
- Virtual classroom
- Presentation development
- Trainer development
- Materials preparation
- Salesforce expertise
- Microsoft Office suite
- SharePoint expertise
- Customer service and support
- Organizational skills
- Problem-solving strategies
- Collaborative teamwork
- Verbal and written communication
References
- Denise Wyche, Organizational Development Division Manager, City of Houston, 850-284-2535, Professional reference
- Lucas Sauls, Senior Manager - Operations, Maximus Federal, 904-990-7106, lucassauls@maximus.com, Professional reference
- Samantha Jones, Supervisor - Training, Maximus Federal, 904-489-3943, samanthajones@maximus.com, Professional reference
Leadership Experience
As a training instructor, I maintain a positive and collaborative training environment that promotes engagement, skill development, and teamwork. Able to assume leadership responsibility to support the contact center’s expectations.
Communication Skills
Proven ability to perform in a fast-paced and detailed-oriented environment. Able to maintain a sense of humor under pressure. Warm and friendly personality. Poised and competent with demonstrated ability to easily transcend cultural differences. Coordinated the training of new material with management.
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
French
Limited
Timeline
Training Instructor
Maximus Federal
03.2019 - 03.2026
Customer Service Representative
General Dynamics Information Technology, Inc
10.2018 - 03.2019
Bill Collector
Enhanced Recovery Corporation
02.2009 - 02.2010
Bachelor of Science - Business Management
University of Phoenix