Steven Dickens
Peoria,AZ
Summary
Accomplished Lead Instructor/Training Specialist at Kelly Services, adept in online instruction and lesson planning, enhanced student engagement through innovative teaching strategies. Excelled in relationship building, ensuring a supportive learning environment. Proven track record in mentoring, with a focus on applying subject matter expertise to achieve significant learner outcomes.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Lead Instructor/Training Specialist
Kelly Services
03.2010 - 06.2024
- Lead Instructor at Kelly Services for the Remote KELLYCONNECT/APPLE project.
- Facilitated numerous Apple related trainings to newer Advisors to support Apple products customer service while working remotely from home.
- Developed positive relationships with Learner's built on trust and respect, encouraging open communication and mutual support within the class community.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Collaborated with colleagues to design interdisciplinary lessons, promoting critical thinking across various subjects.
- Incorporated real-world examples into lessons, connecting abstract concepts to students'' everyday lives.
- Participated in professional development workshops to stay current on educational trends and best practices, applying new knowledge to enhance teaching methods.
- Reviewed class and student records to identify improvement opportunities.
Customer Specialist
CCBill
12.2008 - 11.2009
- Performed implementation of password security features, Variable pushing and billing support under Visa requirements for customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone, email and web-based platforms.
- Provided customers with detailed information on company products, services and materials.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Accurately tracked and recorded customer interactions in CRM platform.
- Resolved complex customer issues, ensuring a positive experience and fostering loyalty.
Education
Bachelor of Science - Information Technology
Northern Illinois University
Dekalb, IL06.2005
Skills
- Mentoring abilities
- Relationship Building
- Student Engagement
- Lesson Planning
- Online Instruction
- Subject matter expertise
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking
Certification
- Apple Certified Trainer - 2010-
Timeline
Lead Instructor/Training Specialist
Kelly Services
03.2010 - 06.2024
Customer Specialist
CCBill
12.2008 - 11.2009
Bachelor of Science - Information Technology
Northern Illinois University
Similar Profiles
Omariana JohnsonOmariana Johnson
Substitute Teacher, K-12 at Kelly ServicesSubstitute Teacher, K-12 at Kelly Services
Meghan LovellMeghan Lovell
Team Lead at Kelly ServicesTeam Lead at Kelly Services
Perla MontellanoPerla Montellano
Substitute Teacher, K-12 at Kelly ServicesSubstitute Teacher, K-12 at Kelly Services
Edrick FranklinEdrick Franklin
Substitute Teacher, K-12 at Kelly ServicesSubstitute Teacher, K-12 at Kelly Services
Pablo LopezPablo Lopez
CNA at Lake Pleasant Post Acute RehabilitationCNA at Lake Pleasant Post Acute Rehabilitation