Toddrick Graham
Pompano Beach,FL
Summary
Attain a position that will enable me to use my strong communication and organizational skills, customer service background, and my ability to work well with others. Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.
Overview
10
10
years of professional experience
Work History
Learning Facilitator I
Fiserv
06.2023 - 09.2024
- Enhanced trainee performance by implementing customized training modules tailored to individual needs.
- Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
- Collaborated with management for call center process improvements, resulting in better customer satisfaction scores.
- Established supportive learning environment that fostered open communication and encouraged active participation from all trainees.
- Facilitated virtual, in-person and blended learning sessions.
Customer Care Associate
Fiserv
09.2022 - 06.2023
- Helped customers through stressful times by giving expert help and building customized solutions for unique requirements.
- Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
- Contributed to positive company reviews by delivering exceptional support experiences to clients.
- Analyzed paperwork to verify completeness and eligibility for requested products and services.
- Handled escalated customer concerns, achieving high levels of resolution and satisfaction.
- Maintained good call control to quickly uncover questions and keep call times low.
- Provided exceptional service by consistently meeting or exceeding key performance indicators.
Customer Care
CONDUENT
02.2017 - 09.2022
- Built rapport with customers by asking probing questions and utilizing effective listening skills
- Multi-tasked between assignments, computer screens, and computer applications to complete
- Trained new employees on basic customer service techniques and procedures
- Collaborated with managers and team members to fulfill business needs.
Apple Technical Advisor
TELEPERFORMANCE
01.2016 - 02.2017
- Handled inbound and outbound iTunes support
- Handled inbound and outbound virtual support
- Maintained apple account security
- Promoted online product sales
- Provided computer and cellular technical support.
Sales Associate
TOMMY HILFIGER
06.2015 - 12.2015
- Successfully assisted customers with product selections and purchases
- Arranged new merchandise with signage and appealing displays that encouraged customer sales and moved overstock items
- Achieved daily sales goal by cross selling and promoting additional products and services.
- Built relationships with customers to encourage repeat business.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Managed returns, exchanges and refunds in accordance with store policy.
Sales Associate
ZUMIEZ
02.2015 - 06.2015
- Delivered excellent customer service with floor sales and assist customers with purchases
- Assisted in set up of store displays and inspected merchandise for quality
- Carrying out re-merchandising and price markdown duties while achieving sales quota
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Built relationships with customers to encourage repeat business.
Education
HIGH SCHOOL DIPLOMA -
DILLARD HIGH SCHOOL
Fort Lauderdale, FL06.2016
Skills
- Student Engagement
- Learning Styles
- Collaborative learning
- Adaptive Learning
- Customer Service
- Problem-solving abilities
- Data Entry
- Critical Thinking
- Customer Relations
- Payment Processing
Timeline
Learning Facilitator I
Fiserv
06.2023 - 09.2024
Customer Care Associate
Fiserv
09.2022 - 06.2023
Customer Care
CONDUENT
02.2017 - 09.2022
Apple Technical Advisor
TELEPERFORMANCE
01.2016 - 02.2017
Sales Associate
TOMMY HILFIGER
06.2015 - 12.2015
Sales Associate
ZUMIEZ
02.2015 - 06.2015
HIGH SCHOOL DIPLOMA -
DILLARD HIGH SCHOOL
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