Noel Waite
Redmond,WA
Summary
Highly proactive customer service trainer with over 15 years of experience in team leadership and training in the hospitality and dental industries. Experience leading customer service focused trainings on-site and remotely. Background includes face-to-face and phone customer service, Training, Leadership and front and back-of-the-house operations. Skilled in staff training and development. Highly dedicated to career growth. Skilled Training Specialist highly effective a conducting personal and group training sessions focused on topics such as LAMA, de-escalation and onboarding. Enthusiastic personality with a hands-on, creative style. Ready to apply 15 years' experience to a challenging long-term position.
Overview
17
17
years of professional experience
1
1
Certification
Work History
CSR 3/Trainer
National Dentex Corporation
01.2022 - Current
- Adapted in-person training into a remote training program to fit the remote workforce
- Handled customer escalations.
- Facilitated trainings for customer service and product knowledge.
- Created a Teams base KB to ensure the success of the team.
CSR
National Dentex Corporation
03.2021 - 01.2022
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
Front Desk Trainer/Guest Service Representative
Holiday Inn Club Vacations Resort
02.2018 - 03.2019
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed and implemented successful onboarding program.
- Built and maintained professional relationships with vendors and suppliers.
- Established and maintained quality control standards.
Guest Service Representative/Trainer
Holiday Inn Club Vacations Resort
05.2011 - 02.2018
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Incorporated multiple types of training strategies to personalize and cater to different learning styles.
Customer Service Representative/Trainer
IHG Hotels & Resorts
10.2006 - 05.2011
- Created and oversaw Guest Service training programs.
- Developed job-specific competencies and performance standards.
- Worked with vendors to enhance guest experience.
- Analyzed and evaluated training effectiveness and program outcomes.
Education
High School Diploma -
Green Valley High School
Henderson, NV06.2004
Skills
- Senior leadership support
- Call Center Operations
- Courteous demeanor
- Project management abilities
- Problem-solving abilities
- Office equipment proficiency
- Microsoft Office expertise
- Time management skill
- Multi-tasking ability
- Adaptability
- Strong work ethic
- Results-oriented
- Highly organized
- Safety training
- Hospitality and service industry background
- Staff education and training
Accomplishments
- Implemented a remote onboarding training plan to accommodate the growing work-from-home workforce. Which resulted in lower turnover.
- Supervised team of 20 customer service agents when need dictated.
- Helped drive a reduction in calls by training on first call resolution.
- Created a Teams based knowledge base to allow agents quick access to all knowledge as well as an FAQ.
Certification
- Certified LAMA Trainer
- Certified Stay Real Trainer
- Certified Smile Trainer
Timeline
CSR 3/Trainer
National Dentex Corporation
01.2022 - Current
CSR
National Dentex Corporation
03.2021 - 01.2022
Front Desk Trainer/Guest Service Representative
Holiday Inn Club Vacations Resort
02.2018 - 03.2019
Guest Service Representative/Trainer
Holiday Inn Club Vacations Resort
05.2011 - 02.2018
Customer Service Representative/Trainer
IHG Hotels & Resorts
10.2006 - 05.2011
High School Diploma -
Green Valley High School
- Certified LAMA Trainer
- Certified Stay Real Trainer
- Certified Smile Trainer
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