Summary
Overview
Work History
Education
Skills
Timeline
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Toni Quinones

Thomasville

Summary

Dynamic Call Center Trainer with a proven track record at Results Companies, enhancing employee performance through targeted training and effective coaching. Skilled in problem resolution and customer support, I fostered a culture of continuous improvement, achieving higher trainee retention rates and optimizing training delivery for diverse learning styles.

Overview

6
6
years of professional experience

Work History

Call Center Representative

Results Companies
05.2019 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.

Trainer

Results Companies
09.2024 - 01.2025
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Collaborated with subject matter experts to create accurate training content.
  • Promoted a culture of continuous learning by advocating for professional development opportunities.
  • Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
  • Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
  • Conducted comprehensive needs assessments for tailored training programs, enhancing employee performance.
  • Increased employee competency with creation of targeted skill development paths.
  • Engaged with subject matter experts to ensure training content accuracy and relevance.
  • Optimized training delivery schedules, accommodating diverse learning styles and work commitments.
  • Promoted culture of continuous improvement by initiating regular training feedback loops.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Provided coaching and mentoring to employees.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

Call Center Trainer

Results Companies
09.2023 - 01.2024
  • Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
  • Optimized training schedules to maximize resource utilization while minimizing downtime for employees.
  • Improved overall call center performance by identifying skill gaps and providing targeted training solutions.
  • Reduced onboarding timeframes by designing efficient orientation processes for new hires.
  • Conducted regular assessments and evaluations of trainees to track learning progress and make necessary adjustments.
  • Consistently received positive feedback from both trainees and managers on the effectiveness of my training sessions.
  • Achieved higher trainee retention rates through continuous feedback and coaching sessions.
  • Enhanced trainee performance by implementing customized training modules tailored to individual needs.
  • Collaborated with management to identify skill gaps and develop targeted training initiatives.
  • Mentored junior trainers, shaping their instructional techniques for greater effectiveness in the classroom setting.
  • Established a supportive learning environment that fostered open communication and encouraged active participation from all trainees.
  • Evaluated the impact of various training methods on employee performance, refining techniques accordingly for optimal results.
  • Provided coaching and mentoring to employees.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Utilized variety of instructional design methodologies to create effective learning experiences.

Education

Certified Nursing Assistant/ Patient Care Technici - Medical

Goodwin Institute
Waterbury, CT
2002

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Call center customer service
  • Verbal and written communication
  • Resolving issues
  • Inbound phone calls
  • Call center operations
  • Communicating with clients
  • Customer communications
  • Call control
  • Answering questions
  • Complaint resolution
  • Product knowledge
  • Gathering information
  • Calm disposition
  • Building rapport
  • Inbound phone call management
  • Customer relationship management
  • Database research
  • Logging call information
  • Training experience
  • Interpersonal skills
  • Quality assurance controls
  • System documentation
  • Quality assurance
  • Data gathering
  • Documentation and reporting
  • Performance improvement
  • Brand representation
  • Performance monitoring
  • Report preparation
  • Call documentation skills
  • Providing customer support
  • Call logging
  • Call control skills
  • Quality assurance optimization

Timeline

Trainer

Results Companies
09.2024 - 01.2025

Call Center Trainer

Results Companies
09.2023 - 01.2024

Call Center Representative

Results Companies
05.2019 - Current

Certified Nursing Assistant/ Patient Care Technici - Medical

Goodwin Institute

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Toni Quinones