Maria Mitchell
Training Coordinator
Philadelphia,PA
Summary
Qualified Training Coordinator with 7 years of soft skills, analytical skills, creativity and instructional experience. Enthusiastic about contributing to successful training programs. Knowledgeable about coordinating schedules and program implementation. Hardworking Training Coordinator well-versed in handling all support functions and managing communication between trainers and participants. Skilled in identifying areas of focus. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
Work History
Training Coordinator
Internal Revenue Service, IRS
Philadelphia , PA
04.2016 - Current
- Worked with central management to identify, plan, align, and address training needs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Monitored training reports within learning management system for respective roles to promote initial and annual training completion.
- Compiled training handbook and related course materials.
- Planned and conducted staff trainings with emphasis on Leadership areas.
- Produced training manuals, presentations and resources for enhanced learning.
- Verified training program compliance with applicable laws and regulations.
- Selected, developed and delivered classroom and online training materials to meet program needs.
- Scheduled and coordinated training sessions, including booking facilities and arranging catering.
- Facilitated high-quality training program delivery to employees and external stakeholders.
- Established and maintained quality control standards.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring 85%.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
- Facilitated virtual, in-person and blended learning sessions.
- Provided coaching and mentoring to employees.
- Developed job-specific competencies and performance standards.
Manager
Internal Revenue Service, IRS
Philadelphia, PA
01.2013 - 01.2016
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Managed and motivated employees to be productive and engaged in work.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Launched quality assurance practices for each phase of development
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Customer Service Representative
Internal Revenue Service, IRS
Philadelphia, PA
02.2006 - 02.2012
- Responded to customer requests for products, services, and company information.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Met customer call guidelines for service levels, handle time and productivity.
Lead Technician
Internal Revenue Service, IRS
Philadelphia, PA
01.2011 - 01.2012
- Supervised end-user support efforts, designing policies to establish consistent service guidelines and reliable ticket resolution.
- Implemented, configured, and optimized safety standards.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Planned, scheduled, and delegated daily work to team of employees.
- Fostered relationships with internal and external customers.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Led monthly meetings to coordinate support efforts across multiple departments.
- Adhered to established policies and standards to safely complete projects.
Education
Associate of Business Administration - Business
Berean Institute
Philadelphia, PA 02.1993 - 05.1995
High School Diploma -
Murrell Dobbins
Philadelphia, PA 09.1986 - 06.1990
Skills
Employee coaching
Feedback collection
Employee training
Online training experience
Training material development
Classroom expertise
Public speaking
MS Office
Excellent Communication
Timeline
Training Coordinator
Internal Revenue Service, IRS
04.2016 - Current
Manager
Internal Revenue Service, IRS
01.2013 - 01.2016
Lead Technician
Internal Revenue Service, IRS
01.2011 - 01.2012
Customer Service Representative
Internal Revenue Service, IRS
02.2006 - 02.2012
Associate of Business Administration - Business
Berean Institute
02.1993 - 05.1995
High School Diploma -
Murrell Dobbins
09.1986 - 06.1990