Zion Zetina
Sisseton,SD
Summary
Organized Online Trainer with 6 years of corporate training experience in a call center environment. Expert in on the job training with extensive knowledge of Windows and CRM applications and industry procedures. Proven leader ready to make hard decisions and counsel companies and employees to long-term success.
Overview
22
22
years of professional experience
Work History
Online Instructor
Corporate Contractor Self-Employed
01.2020 - Current
- Develop and execute performance management programs to increase employee engagement and productivity.
- Utilize a variety of instructional design methodologies to create effective learning experiences.
- Identify workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
- Work with vendors to customize courseware to accommodate business needs.
- Train and mentor hundreds of new hire call center employees for large corporate client Home Depot.
- Track, report, and enhance new hire performance in call center environment.
Inventory Analyst
Dealer On
04.2017 - 07.2019
- Managed car dealership inventory data feeds to integrate them into dealership websites.
- Worked closely with web development teams in creating technical mapping and coding requests to fulfill the needs for specific dealership inventory requests
- Worked closely with data providers to map both batch and API data and HTML integration on dealership sites.
- Worked with large dealership groups to maintain accuracy and dealership standards on inventory data
U.S. Rig Based Position
H And P Drilling
03.2014 - 01.2016
- Rig floor operations on a Flex 3 oil drilling rig.
Owner/Operator
Self Employed
02.2012 - 02.2014
- Owned and operated a T-shirt printing business.
- Established foundational processes for business operations.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
Customer Service Representative
Verizon Wireless
10.2010 - 01.2012
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Did advanced troubleshooting of technical issues for mobile devices and networks.
Owner/Operator
Self Employed
07.2008 - 09.2010
- Owned and operated a T-shirt printing business.
- Established foundational processes for business operations.
- Monitored market conditions to set accurate product pricing and take advantage of emerging trends.
Customer Retention Specialist
Sprint
01.2006 - 05.2008
- Educated customers about billing, payment processing and support policies and procedures.
- Did advanced troubleshooting of technical issues for mobile devices and networks.
- Handled corporate escalations.
- Retained current members desiring cancellation using advanced sales and soft skill techniques.
- Trained new hires in a fast paced call center environment during the on the job training phase of training process.
Customer Service Representative
Uniprise
09.2004 - 08.2005
- Providing excellent customer service to United Health Care members, while maintaining HIPPA security standards.
- Reviewed claims for adjustments.
- Educated members on health care benefits.
Customer Retention Specialist
America Online
05.2002 - 03.2004
- Educated customers about billing, payment processing and support policies and procedures.
- Did troubleshooting of technical issues for AOL software and internet service.
- Handled corporate escalations.
- Retained current member desiring cancellation using advanced sales and soft skill techniques.
- Trained new hires in a fast paced call center environment during the on the job training phase of training process.
Sales Representative
Mci Worldcom
10.2000 - 04.2001
- Set and achieved company defined sales goals in an outbound call center environment.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Negotiated contracts with clients and developed relationships with key personnel.
Education
High School Diploma -
Independence High School
Rio Rancho, NM05.2001
Skills
- Student Performance Evaluation and Enhancement
- Research and Analysis
- Training and Development Skills
- Classroom Technology Implementation
- Learning Management Interfaces
- Online Class Discussion
- Positive Reinforcement Strategies
- Zoom, GoToTraining presentation
- Call Center Specific CPU Skills (Online systems, CRMs, Salesforce, Google Sheets, Online Databases)
- Windows Office (Word, Outlook, Excel, Power Point, etc)
- 6 Years of Adult Learning experience in a Call Center Environment
- 15 Years of Call Center and Customer Service Experience
Timeline
Online Instructor
Corporate Contractor Self-Employed
01.2020 - Current
Inventory Analyst
Dealer On
04.2017 - 07.2019
U.S. Rig Based Position
H And P Drilling
03.2014 - 01.2016
Owner/Operator
Self Employed
02.2012 - 02.2014
Customer Service Representative
Verizon Wireless
10.2010 - 01.2012
Owner/Operator
Self Employed
07.2008 - 09.2010
Customer Retention Specialist
Sprint
01.2006 - 05.2008
Customer Service Representative
Uniprise
09.2004 - 08.2005
Customer Retention Specialist
America Online
05.2002 - 03.2004
Sales Representative
Mci Worldcom
10.2000 - 04.2001
High School Diploma -
Independence High School
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