William Montarbo

• Integrated Service Model Certified which is a training methodology developed by AT&T
• Motivated junior Instructors to provide exceptional learning environments.
• Reviewed class and student records to identify improvement opportunities.
• Evaluated student demographics to make effective choices in class and activity development.
• Created culture focused on teaching whole student and developing individual potential.
• Worked with men and women of different perspectives, abilities, disabilities, races, religions, ages and lifestyle preferences and social, ethnic and cultural backgrounds.

• Delivered Training to troubleshoot issues with their service and process customer orders and inquiries via phone.
• Fostered top-quality service delivery by answering questions and solving problems related to product information, pricing and order fulfillment.
• Promoted new products and services to existing customers, driving revenue growth and satisfaction.
• Handled customer inquiries and high volume calls to solve billing and ordering problems, independently resolving 99% of issues.
• Determined customer needs and interests to recommend phone services and integrated bundles to customers.
• Worked with cross-functional teams to facilitate swift resolution of escalated issues.
• Informed customers of promotions to increase sales productivity and volume.
• Increased revenue with strategic upselling of products and services to existing customers.
• Delivered superior customer service to retain existing customers and attract future customers.
• Informed customers of sales and promotions to build customer base, boost traffic and increase customer loyalty.

• Motivated dozens of existing junior instructors to provide exceptional learning environments.
• Developed 48 job-specific competencies and performance standards.
• Developed 73 lesson plans, instructional materials and written practice tests for Tier I, Tier II, and Tier III Technical training courses.
• Reviewed hundreds of class and student records to identify improvement opportunities.
• Evaluated student demographics to make effective choices in class and activity development.
• Created culture focused on teaching whole student and developing individual potential.
• Provided coaching and mentoring to employees.
• Trained and mentored new personnel hired to fulfill various roles.
• Facilitated virtual, in-person and blended learning sessions.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Developed and executed performance management programs to increase employee engagement and productivity.
• Wrote training manuals for our Tier II Technical Department according to strict company guidelines and protocols.
• Established and maintained quality control standards to meet and exceed our Key Performance Indicators.
• Analyzed and evaluated training effectiveness and program outcomes and adjusted training material to fit those needs.

• Delivered World Class Training to Tier I, Tier, II and Tier III Broadband Technical Departments.
• Developed Training material for Tier II Broadband Departments.
• Reviewed class and student records to identify improvement opportunities.
• Evaluated student demographics to make effective choices in class and activity development.
• Created culture focused on teaching whole student and developing individual potential.
• Provided coaching and mentoring to employees.
• Trained and mentored thousands of new personnel hired to fulfill various roles.
• Analyzed and evaluated training effectiveness and program outcomes.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
• Developed job-specific competencies and performance standards.
• Utilized variety of instructional design methodologies to create effective learning experiences.
• Created and oversaw technical training programs for operations.
• Designed and delivered web-based, self-directed learning materials.
• Wrote training manuals for Broadband employees and Technical positions according to strict company guidelines and protocols before being submitted to our Legal department.

Certified in Fiber Splicing

• Top Performer in Northern California (Broadband Installer) - Award presented by CEO Robert Cassoli.
• Performed troubleshooting to correct computer hardware and software malfunctions.
• Provided World Class Customer Service to our Broadband Customers
• Lead SME in Network Care for various Residential and Businesses Clients
• Configured and Maintained the Redback and Juniper Routers on the AT&T Network to support our customers connectivity
• Responsible for LDAP troubleshooting and policy guidelines and accuracy