- Cooking
- Community Cleanup
- Volunteer Work
- Reading
- Fashion and Style
- Dancing
- Road Trips
Terri A. Thornton
Chesapeake,Virginia
Summary
To obtain a Customer Service position that allows me to utilize my abilities, skills, knowledge, and experience to achieve company and personal goals and objectives.
I have held a DOD security clearance. Experienced leader who can blend process and behavior improvements while sustaining growth and development. Proven performer in the Department of Defense, Banking, Consulting, Facilitation, Customer Service and Project Management. Consistently strives to exceed customer expectations while remaining able to multi-task effectively.
Professional trainer with strong background in developing and delivering effective training programs. Skilled in instructional design, curriculum development, and performance assessment. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, flexibility, and fostering positive learning environment.
Professional training specialist equipped with strong background in developing and delivering impactful training solutions. Known for enhancing team performance through innovative instructional techniques and fostering collaborative learning environment. Reliable and adaptable, with focus on achieving measurable results.
Overview
11
11
years of professional experience
Work History
Business Analysis/Trainer
Citi Bank
08.2016 - 09.2025
- Facilitating weekly Line of Business meetings with business partners.
- Conducting training of New Hire, Specialty training and up training
- Created and facilitate team weekly training update call with managers and peers.
- Participate in ongoing projects and ensure training resources are available and materials have been quality checked
- Provide peer feedback to team and business partners.
- Participate and provide feedback for LOB call calibration sessions.
- Coordinated and scheduled training for all Line of Business partners and teams
- Tracked and requested system access for all new hires employees
Part-time Sales Associate
Chico's FAS INC.
07.2014 - 05.2020
- Ensures Great Customer Service.
- Using a computerized system, responding to customer inquiries related to new products of the Corporate website.
- Meets Company sales goals by utilizing product knowledge to the customer.
- Performs various sales and register transactions including ringing up purchases, processing of cash credit payments and counting money.
- Builds and maintains a solid customer following through clienteling and wardrobing
- Maintains standards in merchandise handling, presentation, and loss prevention.
Benefits Specialist
Xerox Corporation
09.2014 - 02.2016
- Using a computerized system, responding to customer inquiries related to health and insurance
- Benefits and retirement benefits in a call center environment.
- Gathers information, research/resolves inquiries and logs customer calls.
- Communicate appropriate options for resolution in a timely manner.
- Informs customers about services available and assesses customer needs.
- Provide assistances, training and troubleshooting support to lower-level staff.
- Prepares standard reports to track workload, response time and quality of input.
- Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.
Education
M.B.A. - Human Resource Management
Strayer University
Chesapeake, VAB.S. - Business Management – Marketing
Norfolk State University
Norfolk, VASkills
- Communications
- Problem Solving
- Customer Relations
- Project Management
- Leadership and Coaching
- Training and Development
- Human Resources
- Benefits Specialty
- New hire training
- Planning and coordination
- Public speaking
- Creative problem solving
- Train-the-trainer
- Subject matter expertise
- Remote learning
- Learning styles
- Training material updates
- Student rapport
- Training initiatives
- Attention to detail
- Decision-making
- Coaching and development
- Critical thinking
- Clear communication
- Relationship building
- Documentation and recordkeeping
- Employee relations
- Training program development
- Classroom experience
- Job skill building
- Leadership development
- Adult learning theories
- Lectures and discussions
- Employee interviewing
Interests
Timeline
Business Analysis/Trainer
Citi Bank
08.2016 - 09.2025
Benefits Specialist
Xerox Corporation
09.2014 - 02.2016
Part-time Sales Associate
Chico's FAS INC.
07.2014 - 05.2020
B.S. - Business Management – Marketing
Norfolk State University
M.B.A. - Human Resource Management
Strayer University
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