Lori Travieso
Cumming,GA
Summary
Successful at developing and improving training programs for employees at all levels. Good communicator, planner and conflict manager with advanced understanding of training needs for each department. Expertise in SAP and Salesforce. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Service Training Manager
Murrelektronik Inc.
08.2023 - Current
- Creates Customer Experience onboarding and training curriculum. Reviews existing training programs, suggests enhancements or modifications to improve engagement, learning and retention and/or to meet the changing needs of the organization or the industry. Ensures training materials and programs are current, accurate and effective. Delivers training courses and brings in guest presenters if necessary. Gather and evaluate information from employees and management on previous trainings to identify weaknesses or areas that require additional training. Attends seminars and meetings to learn new training methods and techniques and use the knowledge to prepare and coordinate future training sessions. This role is part of the Customer Experience organization leadership team.
- Creation of customer service team onboarding and training curriculum.
- Responsible for the 30-, 60- and 90-day formal reviews of new team members in consultation with the Director of Customer Experience.
- Consistent review of current curriculums for gaps and or changes that are necessary.
- Responsible for conception and delivery of ancillary training opportunities that may include but are not limited to: * Lunch & Learns * Training Boot Camps * Customer Service Week
- Collaborates with internal Murrelektronik departments to ensure all client issues, real and perceived, are being addressed and resolved.
- Foster proficient familiarity with product applications at an intermediate level.
- Scale up and down to support Customer Experience organization team members as needed.
- Attend all assigned training sessions.
- Attendance for in-person client meetings as required.
- Other duties as assigned.
Senior Customer Service Specialist
Murrelektronik Inc.
07.2020 - 08.2023
- Responsible for resolving cases, processing orders and quotes in addition to reaching out to customers with product or service offers. Also serve as an intermediary between Customer Service Representatives and Senior Customer Service Specialists and may be equipped to fill in for those roles when necessary. Directly responsible for a predefined client segment based on revenue and business impact.
- Managed and responded to inbound customer service-related inquiries via phone, cases and email.
- Provided accurate and timely information related to various orders.
- Accurately entered orders.
- Accurately created and delivered pricing and availability quotes (P&A quotes) in addition to special pricing quotes.
- Ensured that customer issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency.
- Reached out to predefined client segment with product and service offerings.
- Proactively engaged with predefined client segment. This is inclusive of developing and delivering client specific reports.
- Cultivated a deeper understanding of the product.
- Scaled up and down to support both the Customer Service Representatives and Senior Customer Service Specialists as needed.
- Attended all assigned training sessions.
- Other duties as assigned.
Customer Service Representative
Murrelektronik Inc.
07.2018 - 07.2020
- Responsible for providing excellent customer service to all internal and external customers by communicating effectively with customers and all Murrelektronik team members. Responsible for answering incoming calls and emails from internal and external customers and for resolving cases and processing orders and quotes.
- Provided accurate and timely information related to various orders.
- Responsible for learning the order entry process and assist the Customer Service Team as needed.
- Ensured order entry accuracy and is completed in a timely manner.
- Accurately created and delivered pricing and availability quotes (P&A quotes).
- Ensured that customer issues are being resolved in a timely manner and that all escalated matters are handled with a sense of urgency.
- Acquired fundamental product knowledge related to Murrelektronik products.
- Scaled up to support the Customer Service Specialists as needed.
- Attended all assigned training sessions.
- Other duties as assigned.
Customer Service Representative - Western Region Inside Sales
JVCKENWOOD USA Corporation
07.2011 - 04.2018
- Coordinating and processing of all customer orders
- Resolve inconsistencies and gathering of technical information for both component and custom systems to ensure order accuracy
- Support regional sales personnel and dealers providing pricing and product availability essential to the generation of sales quotes and bids
- Established working relationships with purchasing and production to coordinate timely completion of orders
- Point of contact for dealers and sales personnel for order status inquiries and resolution of backorders, pricing, and shipping issues
- Handling return authorization requests for warranty repair and replacement
- Issuing account credits and replacement orders as needed
- Provide knowledgeable and courteous customer service while responding to high volumes of email and phone inquiries
- Represent the Systems Division at the IWCE national trade show.
Education
Communications
Moody Bible Institute
Chicago, ILSkills
- MS Suite
- SAP Business Client
- Salesforce
- Customer Care
- Effective Communication
- Problem Solving
- Training Delivery
- New CS Hire Training
- Training Program Development and Assessment
- Notary Public - November 2023 to November 2027
Certification
Train-The-Trainer
Completed - December 2023
Leadership Development Program
Completed - November 2023
Timeline
Customer Service Training Manager
Murrelektronik Inc.
08.2023 - Current
Senior Customer Service Specialist
Murrelektronik Inc.
07.2020 - 08.2023
Customer Service Representative
Murrelektronik Inc.
07.2018 - 07.2020
Customer Service Representative - Western Region Inside Sales
JVCKENWOOD USA Corporation
07.2011 - 04.2018
Communications
Moody Bible Institute
Train-The-Trainer
Completed - December 2023
Leadership Development Program
Completed - November 2023
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