Rochelle Roberson
Jackson,MS
Summary
Skilled trainer with background in conducting professional development programs. Strengths lie in understanding organizational training needs, implementing customized curricula, and learning strategies. Previous roles have seen significant improvements in employee performance and productivity as a direct result of tailored training initiatives. Possess strong communication skills, adaptability, and commitment to continuous learning. High-energy Trainer familiar with following clear training plans and putting together useful support materials to promote advancements in student learning. Well-versed in operating under tight schedules and with little supervision. Contributes many years of experience in training, teaching, and mentoring representative in corporate environments.
Overview
12
12
years of professional experience
Work History
Customer Care Trainer
ContinuumGlobal
Henderson, NC
11.2012 - Current
3+ years instructing newly hired remote agents to navigate the systems and resources with the goals of educating callers about the benefits and value of their prescription drug plan. Also advancing the knowledge of tenured agents.
As a certified trainer, I guide customer care representatives through a curriculum created for specific lines of businesses. Answer questions to build confidence and facilitate assessments to verify that care agents are qualified to assist members who are experiencing the core values of professionalism.
Documented all training activities, including End of Day reports, Client Analytic Reports, attendance records, system/access issues, and behavior summary, and end of training surveys.
Quality Assurance Analyst
ContinuumGlobal
Henderson, NC
- Monitored the performance of customer care representative and provided feedback through coaching.
- Maintain and track completion of improvement plans from the struggling representatives.
- Ensured proper adherence to the protocols and procedures were followed throughout development cycle.
Education
Bachelor of Arts - Spanish
Xavier University of Louisiana
New Orleans, LA12-1997
Skills
- Online Instruction
- Classroom oversight
- Student Engagement
- New Hire Training
- Interpersonal Communication
- Student rapport
- Materials Preparation
- Presentations and demonstrations
Affiliations
- Short stories creator
- Member of a First Impression Teams that welcome and interact with worshippers
- Production team that enhances the Sunday Morning worship experience
- At times lead Life groups that embraces the inner geek to sharing inspiration images, music and sayings
Timeline
Customer Care Trainer
ContinuumGlobal
11.2012 - Current
Quality Assurance Analyst
ContinuumGlobal
Bachelor of Arts - Spanish
Xavier University of Louisiana
Similar Profiles
Tatianna MerschoffTatianna Merschoff
Apple Technical Support Agent at ContinuumGlobalApple Technical Support Agent at ContinuumGlobal
Brittany StansberryBrittany Stansberry
Benefits Verification Specialist at ContinuumGlobalBenefits Verification Specialist at ContinuumGlobal
Natalie BurnettNatalie Burnett
Technical Support Representative at ContinuumGlobalTechnical Support Representative at ContinuumGlobal
Zireya SimmonsZireya Simmons
FEP MPDP Representative at ContinuumGlobalFEP MPDP Representative at ContinuumGlobal
Jarvis BrownJarvis Brown
Service Desk Manager at LeidosService Desk Manager at Leidos