Troi McDonald
Villa Rica,GA
Summary
Hardworking, results-oriented Senior Trainer enthusiastic about teaching employees and developing new skillsets. Creates lesson plans and supporting materials, as well as coordinates meeting spaces and administers tests. Over 4+ years of related experience conducting classroom and virtual training sessions. Expert at delivering high-quality work within tight deadlines. Talented individual collaborates with cross-functional teams for accuracy and clarity of technical content.
Overview
4
4
years of professional experience
3
3
Certificate
Work History
Call Center Sr. Trainer
Stratix Corporation
08.2023 - Current
- I served as the primary point of contact to facilitate all training events within the Call Center
- Created training documentation, training/job aids, and training literature for the Call Center
- Created detailed instructor-led and self-paced courses with information pulled from various sources using Proprofs Training Maker platform
- Worked directly with clients and subject matter experts to develop documentation and training materials to support organizational needs
- Reviewed content at regular intervals to ensure all updates are incorporated
- Created and administered surveys and agent round tables to identify areas of improvement for documentation and training sessions
- Scheduled and managed weekly trainings in classes of 6 individuals or more
- Provided one on one coaching/training for a more tailored training experience when needed
- Tracked and managed agent progress
- Conducted performance evaluation sessions with team members
- Manage users account creation across multiple departments for Proprofs
- Facilitated Proprofs training to department heads for inter-departmental management
- Evaluate client’s training requirements and establish training goals/completion milestones for the training department and the agents
- Designed and created documentation and training materials for in-person, remote, and hybrid team members
- Conducted orientation programs and arranged on-the-job training for new hires in onsite, remote, and hybrid environments
- Worked directly with Proprofs support to onboard SSO and ensure functionality and efficiency of the platform at a company-wide level
- Provided technical support for any LMS platform related issues including by not limited to user creation, instructor/admin creation, password issues, course assignments, reporting, etc.
Call Center Trainer
Stratix Corporation
11.2020 - 08.2023
- I served as the primary point of contact to facilitate all training events within the Call Center
- Created training documentation, training/job aids, and training literature for the Call Center
- Created detailed instructor-led and self-paced courses with information pulled from various sources using Proprofs Training Maker platform
- Worked directly with clients and subject matter experts to develop documentation and training materials to support organizational needs
- Reviewed content at regular intervals to ensure all updates are incorporated
- Created and administered surveys and agent round tables to identify areas of improvement for documentation and training sessions
- Scheduled and managed weekly trainings in classes of 6 individuals or more
- Provided one on one coaching/training for a more tailored training experience when needed
- Tracked and managed agent progress
- Evaluate client’s training requirements and establish training goals/completion milestones for the training department and the agents
- Designed and created documentation and training materials for in-person, remote, and hybrid team members
- Conducted orientation programs and arranged on-the-job training for new hires in onsite, remote, and hybrid environments
- Provided technical support for any LMS platform related issues including by not limited to user creation, instructor/admin creation, password issues, course assignments, reporting, etc.
Technical Support Specialist
Stratix Corporation
07.2019 - 11.2020
- Processed incoming calls, providing information and service to ensure customer satisfaction
- Communicated effectively and efficiently through all channels of communication including phone and email
- Troubleshooting of Android and iOS devices on various MDM platforms
- Application and software troubleshooting to resolve client issues while maintaining outstanding product knowledge and all other aspects of customer service standards
- Identified customers’ needs, clarified information, researched every issue and provided solutions and/or alternatives.
Stow Associate
Amazon
09.2018 - 06.2019
- Received and stocked incoming product at or above required stow rate per hour.
Outbound Pick Associate
Amazon
09.2018 - 06.2019
- Used pick scanner to retrieve customer orders and transport to loading dock at or above required pick rate per hour
- Slammed customer orders with shipping labels, sort and repair any damaged packaging.
Sales and Distribution Clerk
United States Postal Service
06.2015 - 11.2017
- Assisted customers with store procedures and operations, products, promotions, and orders
- Greeted customers upon entrance and handled all cash and credit card transactions
- Consistently received positive feedback from guests
- Created repeat business by developing long-term relationships with customers
- Handled guest complaints efficiently while maintaining a positive attitude.
Salesperson
Gap
10.2014 - 02.2015
- Assisted customers with store procedures and operations, products, promotions, and orders
- Greeted customers upon entrance and handled all cash and credit card transactions
- Consistently received positive feedback from guests
- Created repeat business by developing long-term relationships with customers
- Handled guest complaints efficiently while maintaining a positive attitude.
Receptionist/Clerical Duties
MC2
02.2014 - 09.2014
- Performed receptionist and clerical duties.
Education
Journalism -
Humboldt State University
Arcata, CA01.2013
Skills
- MS Word
- Excel
- PowerPoint
- ServiceNow ticketing and Knowledgebase platform
- ITrac360 inventory management
- MDM environments including Airwatch, MaaS360, Samsung Knox, Intune and SOTI
- Proprofs learning management system
- Strong Customer Service skills
- Knowledge of customer service principles and practices
- Active listening and interpersonal skills
- Verbal and written communication
- Ability to multi-task, set priorities and manage time effectively
- Ability to learn new concepts quickly
- Critical Thinking
- Energetic and organized
- Professional and Detail-Oriented
Certification
- Certified Android Enterprise Professional
- Certified Apple Support Professional
- Certified Google IT Support
Timeline
Call Center Sr. Trainer
Stratix Corporation
08.2023 - Current
Call Center Trainer
Stratix Corporation
11.2020 - 08.2023
Technical Support Specialist
Stratix Corporation
07.2019 - 11.2020
Stow Associate
Amazon
09.2018 - 06.2019
Outbound Pick Associate
Amazon
09.2018 - 06.2019
Sales and Distribution Clerk
United States Postal Service
06.2015 - 11.2017
Salesperson
Gap
10.2014 - 02.2015
Receptionist/Clerical Duties
MC2
02.2014 - 09.2014
Journalism -
Humboldt State University
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