Regina Ryan
Technical Service Trainer
Endicott,NY
Summary
Organized Technical Trainer with nine years of customer service experience. Expert in technical training with extensive knowledge of company based programming including but not limited to Agent OS and ACSR CSG. Proven leader ready to make hard decisions and counsel employees to long-term success.
Overview
9
9
years of professional experience
2
2
years of post-secondary education
Work History
Technical Service Trainer - Field Operations
Charter Communications
07.2021 - Current
- Collaborated with stakeholders to standardized training for cohesive learning environments.
- Created a positive training environment by coaching and setting achievable class expectations.
- Maintain employee engagement when delivering tool usage and company policies.
- Contributed to retention of top talent by providing employees with available resources and support necessary to excel in their roles.
- Developed and implemented successful staff events to promote employee engagement and and establish a motivated team oriented culture.
Facilitator - Customer Operations Billing
Charter Communications
01.2021 - 07.2021
- Trained new hires and stakeholders on dispute resolution and empathetic strategies to maintain customer retention.
- Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout event duration.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Rep 3, Customer Service Billing
Charter Communications
02.2018 - 12.2020
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Aligned mentoring activities with organizational objectives to drive overall improvement and support the mission of the company.
- Provided guidance on stress management and grounding techniques to reduce overwhelm.
Rep 2, Customer Care
Time Warner Cable
03.2015 - 01.2018
- Learned and followed all organizational policies and procedures to ensure all company metrics were achieved.
- Enhanced company reputation by providing exceptional customer service and support.
- Communicated with customers to gather, provide and share updated information on products and services.
Education
High School Diploma -
Union Endicott High School
Endicott, NY 08.2024 - 06.2024
Some College (No Degree) - Office Management
SUNY Broome Community College
Binghamton, NY 08.2024 - 05.2025
Some College (No Degree) - Emotional Intelligence in Leadership
Wilmington University
New Castle, DE 10.2023 - 12.2024
Skills
Technical Knowledge
Active Listening
Empathy
Problem Solving
Time Management
Multitasking
Leadership Ability
Effective and Impactful Communication
Timeline
High School Diploma -
Union Endicott High School
08.2024 - 06.2024
Some College (No Degree) - Office Management
SUNY Broome Community College
08.2024 - 05.2025
Some College (No Degree) - Emotional Intelligence in Leadership
Wilmington University
10.2023 - 12.2024
Technical Service Trainer - Field Operations
Charter Communications
07.2021 - Current
Facilitator - Customer Operations Billing
Charter Communications
01.2021 - 07.2021
Rep 3, Customer Service Billing
Charter Communications
02.2018 - 12.2020
Rep 2, Customer Care
Time Warner Cable
03.2015 - 01.2018