Pamela Jones
Burnside,KY
Summary
To obtain long term employment with a well-established company that places an emphasis on integrity and customer service. Motivational Training Specialist excited to develop successful training plans that meet dynamic company and employee needs. Accustomed to collaborating with managers to hone in on unique requirements. Prepared to bring experience, curriculum building, and training creation abilities developed over 10-year career to a growth-oriented role.
Overview
17
17
years of professional experience
Work History
Telesales
American Red Cross
04.2023 - Current
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Overcame objections using friendly, persuasive strategies.
- Recorded contact information of customers and potential customers in internal database.
- Built relationships with customers using strong persuasion and active listening skills.
- Answered questions about company offerings with knowledgeable responses about products and services.
Call Center Representative
Live Ops
01.2018 - 03.2023
- Independent Contractor providing customer service in both a scripting and unscripted call structure
- Spoke with customers by phone via outbound and inbound dialers, providing information about products and services within healthcare, finance and emergency services
- Took and recorded orders using a client-based software program
- Provided services for major tax software assisting callers with technical errors on their accounts.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Learning Facilitation Specialist
Liveops
04.2022 - 03.2023
- Facilitated agent classes using provided curriculums for both remote and onsite learners
- Oversaw onboarding for new agents regarding technology and company policy training
- Maintained classroom administrative duties such as attendance, progress reporting, corrective action management, and nesting
- Complete payroll duties which included assisting agents with timesheets, time corrections, and submissions.
- Provided coaching and mentoring to employees.
- Trained and mentored [Number] new personnel hired to fulfill various roles.
Training Supervisor
Teletech
01.2011 - 12.2017
- Monitor and evaluated training activities for effectiveness
- Create topical training programs to improve and maintain employee job skills
- Pinpoint and replaced ineffective training methods
- Organize and direct training for new employees, Trainers, Team Leads and Quality Specialists
- Assigned trainers to specific training programs and tasks
- Utilized multimedia for effective training delivery
- Addressed a variety of learning styles for maximal training effectiveness
- Complete payroll duties which included assisting agents with timesheets, time corrections, and submissions
- Perform talent searches, interviews, and follow up on background checks and previous employment.
Team Lead
Teletech
01.2009 - 12.2011
- Lead agents in production in a virtual call center environment
- Perform quality assurance duties along with follow up coaching
- Communicate via chat to assist agents with on call questions and requests.Create coaching and corrective action plans
- Complete payroll duties which included assisting agents with timesheets, time corrections, and submissions.
Trainer
Teletech
01.2007 - 12.2011
- Facilitated agent classes using provided curriculums for both remote and onsite learners
- Oversaw onboarding for new agents regarding technology and company policy training
- Maintained classroom administrative duties such as attendance, progress reporting, corrective action management, and nesting
Skills
- Communication Skills
- Curriculum Development
- Training Content Creation
- Leadership
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Microsoft Word
- TeleSales
- Training
- Training Management
- Multi-Tasking
- Problem Solving
- Technical Assistance
- Live Chat
- Product Knowledge
References
Michelle Clarkson
dudleybuddy@yahoo.com
412-691-3652
Social Services Agent - Pennsylvania Government
Rachel Tower
racheltower@ttech.com
704-312-9199
Operations Manager
Timeline
Telesales
American Red Cross
04.2023 - Current
Learning Facilitation Specialist
Liveops
04.2022 - 03.2023
Call Center Representative
Live Ops
01.2018 - 03.2023
Training Supervisor
Teletech
01.2011 - 12.2017
Team Lead
Teletech
01.2009 - 12.2011
Trainer
Teletech
01.2007 - 12.2011
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