Summary
Work History
Education
Skills
Timeline
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MEGAN WOOD

Pueblo,CO

Summary

Qualified professional with over 7 years in fast-paced customer service and call center environments. Personable and professional under pressure. Skilled in training staff and establishing rapport with clients. Self-motivated with exceptional communication capabilities. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Work History

Stay-At-Home Parent

Self
06.2017 - Current
  • Demonstrated leadership skills in managing projects from concept to completion.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Demonstrated high level of initiative and creativity while tackling difficult tasks.
  • Developed strong communication and organizational skills through working on group projects.
  • Time management and excelling at prioritizing and meeting deadlines, budget management and adaptability to changing circumstances.

Associate (Core) Trainer

Convergys Corporation
07.2010 - 06.2017
  • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in classroom environment
  • Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales accounts
  • Evaluate performance of agents using tools available such as assessments, and observations.
  • Provide recommendations under guidance of Training Manager
  • Convey timely performance information to the Training Manager throughout training process/cycle
  • Accountable for achieving individual training performance metrics
  • Facilitate transition of trainees from training to production environment, ensuring competency levels meet business needs
  • Maintain current product knowledge for each account by taking calls, attending team meetings, and side by side observations
  • Participate in Convergys and client training sessions as required
  • Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients
  • Participate in positive learning culture under guidance of Training Manager to include identifying and communicating areas for curriculum development/enhancement opportunities.

Client Service Coordinator

H&R Block
01.2007 - 04.2007
  • Answered all incoming calls and routed to appropriate staff.
  • Determined what services clients needed and scheduled appointments.
  • Performed follow up phone calls with customers to determine satisfaction level with services.
  • Met with individual clients to understand specific requirements and needs.
  • Scheduled appointments based on clients' needs and time availability.
  • Coordinated with other team members to assure all clients' needs were satisfied.
  • Maintained cash register and facility.

Education

Bachelors of Science - Biology

Colorado State University - Pueblo
Pueblo, Colorado
05.2010

Associate of Science - Biology

Pueblo Community College
Pueblo, Colorado
05.2007

Skills

  • Creative problem solver
  • Exceptional communication skills, both written and verbal
  • Microsoft Office proficient
  • Training development aptitude
  • Strategic sales knowledge
  • Ability to multi-task, prioritize, and meet timelines on deliverables
  • Self-starter, sense of urgency, and works well under pressure
  • Strong attention to detail
  • Sense of professionalism and ability to develop relationships
  • Research & Quality Assurance
  • Supervision and leadership

Timeline

Stay-At-Home Parent

Self
06.2017 - Current

Associate (Core) Trainer

Convergys Corporation
07.2010 - 06.2017

Client Service Coordinator

H&R Block
01.2007 - 04.2007

Bachelors of Science - Biology

Colorado State University - Pueblo

Associate of Science - Biology

Pueblo Community College

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MEGAN WOOD