Tina Armstrong
Glendale,AZ
Summary
Enthusiastic training professional successful at developing training plans and supplementary materials to help agents excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
4
4
years of professional experience
Work History
Trainer
Consumer Cellular
Phoenix, AZ
10.2020 - Current
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
- Assisted with the onboarding of new agents, including system set up and evaluation of performance and reviews.
- Gathered and organized supplementary material to support structured lessons.
Team Supervisor
Consumer Cellular
Phoenix, AZ
06.2020 - 10.2020
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for agents.
- Interacted with cross-functional support groups to manage day-to-day operations and identified and resolved operational problems using defined processes, expertise and judgment.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
Team Support Specialist
Consumer Cellular
Phoenix, AZ
04.2019 - 06.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Customer Service Representative Agent
Consumer Cellular
Phoenix, AZ
06.2018 - 04.2019
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
Education
No Degree - Business
California State University - Northridge
Long Beach, CAMassage Therapy - Massage Therapy And Other Healing Modalities
California Healing Arts College
West Los Angeles, CA02.2017
High School Diploma -
St. Mary's Academy
Inglewood, CA06.1989
Skills
- Focus Group Coordination
- Assignment Delegation
- Team Exercises
- Attention to Detail
- Class Facilitation
- Verbal and Written Communication
Timeline
Trainer
Consumer Cellular
10.2020 - Current
Team Supervisor
Consumer Cellular
06.2020 - 10.2020
Team Support Specialist
Consumer Cellular
04.2019 - 06.2020
Customer Service Representative Agent
Consumer Cellular
06.2018 - 04.2019
No Degree - Business
California State University - Northridge
Massage Therapy - Massage Therapy And Other Healing Modalities
California Healing Arts College
High School Diploma -
St. Mary's Academy