Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Green

Church Hill,TN

Summary

Dynamic professional with extensive experience in training development and customer service at Ttec. Proven track record of enhancing employee performance through tailored onboarding and effective communication strategies. Expertise in learning management systems and cash handling, contributing to a collaborative environment that drives results and improves operational efficiency.

Overview

8
8
years of professional experience

Work History

Office Worker

Food Lion
Church Hill, TN
07.2024 - Current
  • Verified the accuracy of cash drawer contents at beginning and end of shift.
  • Provided exceptional customer service when assisting customers with their transactions.
  • Compiled daily transaction reports for review by management.
  • Performed general office duties such as filing documents and answering phones.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Operated cash registers efficiently and accurately while processing various payment methods such as credit cards, debit cards, checks, gift certificates.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Counted and balanced registers.
  • Greeted customers and provided excellent customer service.

Training Supervisor

Ttec (TeleTech) - HealthCare Solutions
Church Hill , TN
06.2017 - 10.2023
  • Conducted regular assessments of employee performance to identify areas needing improvement.
  • Managed training calendars to inform participants of upcoming training session topics and dates.
  • Developed targeted courses to achieve company training objectives and enhance skills of new employees in leadership roles.
  • Utilized learning management systems (LMS) to administer online training and track employee progress.
  • Coordinated the scheduling of classes, workshops, and other training initiatives.
  • Completed evaluations of new employees to determine strengths and customize training.
  • Met with company and department leaders to gather information for new training courses.
  • Supported onboarding of new employees by hosting orientation sessions.
  • Maintained strong knowledge by participating in workshops, conferences, and online education classes.
  • Documented all training activities including attendance records, feedback forms, surveys.
  • Supervised, evaluated or referred instructors to skill development classes.
  • Assessed training needs through surveys, interviews with employees or focus groups.
  • Explained goals and expectations required of trainers.
  • Scheduled classes based on availability of classrooms, equipment or instructors.

Trainer

Ttec (TeleTech) - HealthCare Solutions
Church Hill, TN
06.2017 - 10.2023
  • Trained newly hired top talent to fill key positions and maximize productivity.
  • Adapted teaching methods according to the needs of individual learners or groups.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Maintained up-to-date records of trainee progress and provided regular updates to management team.
  • Designed and developed training materials for new employees in the organization.
  • Assisted with developing online learning modules for remote learners.
  • Obtained and organized manuals, guides and visual materials for development and training purposes.
  • Resolved any issues raised by participants during the training session in a timely manner.
  • Suggested and offered specific training programs to help workers maintain or improve job skills.
  • Provided constructive feedback and positive reinforcement to keep trainees motivated.
  • Explained goals and expectations required of trainees.
  • Recommended changes or improvements in existing training processes as needed.
  • Provided feedback on employee performance based on observed results during training sessions.
  • Conducted onboarding sessions to orientate new staff members about company policies and procedures.
  • Maintained strong knowledge by participating in workshops, conferences, and online education classes.
  • Managed multiple projects simultaneously while adhering to tight deadlines.
  • Assessed training needs through surveys, interviews with employees or focus groups.
  • Updated and maintained databases with current information.
  • Worked effectively in team environments to make the workplace more productive.
  • Assisted with customer requests and answered questions to improve satisfaction.

Call Center Representative

Ttec (TeleTech) - HealthCare Solutions
Church Hill, TN
06.2017 - 10.2023
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Consulted with customers to resolve service and billing issues.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Developed effective working relationships with team members across multiple departments.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Maintained strong call control and quickly worked through scripts to address problems.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.

Education

GED -

State of Tennessee Dept Of Labor And Workforce Dev
Kingsport, TN
01-2010

Skills

  • Cash handling and transaction processing
  • Customer service excellence
  • Data entry and document management
  • Learning management systems
  • Training development and delivery
  • Performance assessment and feedback
  • Onboarding processes
  • Team collaboration and building
  • Problem solving and critical thinking
  • Adaptable teaching methods
  • Verbal and written communication
  • Lesson planning and development
  • Train-the-trainer programs
  • Product development
  • Time management
  • Effective communication strategies
  • Visual aid creation
  • Individual training sessions
  • Supervision and leadership skills
  • Remote office availability
  • MS word, excel, and outlook

Timeline

Office Worker

Food Lion
07.2024 - Current

Training Supervisor

Ttec (TeleTech) - HealthCare Solutions
06.2017 - 10.2023

Trainer

Ttec (TeleTech) - HealthCare Solutions
06.2017 - 10.2023

Call Center Representative

Ttec (TeleTech) - HealthCare Solutions
06.2017 - 10.2023

GED -

State of Tennessee Dept Of Labor And Workforce Dev

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Michelle Green