Call Center Trainer Resume Samples

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Call Center Trainers prepare call center staff and help them improve their performance in order to attain higher customer satisfaction. The main objectives of Call Center Trainers are increasing productivity, reducing costs, generating more revenue and preventing employee burnout. Based on our resume samples, those seeking to work as Call Center Trainers should have thorough knowledge of call center procedures, excellent leadership qualities, the ability to motivate and train staff and quality assurance expertise. Education requirements typically described in Call Center Trainer resume examples are at least a high school diploma and call center specific training, besides previous experience.

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1

Call Center Trainer

Responsible for training 1500+ CSRs on the processing of directory assistance
calls in a fast-paced inbound call center

  • Implemented and directed the Chicago Quality Control department, resulting in the call center accelerating to the top quality center in the company. Improving from 89% to 97% in a three month period
  • Trained Supervisors, Lead Operators, Mentors and Quality Agents to responsibilities
  • Traveled nationwide facilitating Train-the-Trainer and new-hire classes
  • Measured and reported effectiveness of training by administering tests and evaluations
  • Led monthly quality calibration sessions with Supervisors and Quality Control
Candidate Info
24
years in
workforce
6
years
at this job
Business
2

Executive Assistant and Call Center Trainer

Provide high-level administrative support by conducting research and preparing statistical reports.

  • Handled information requests and performed clerical functions such as preparing correspondence, receiving clients, arranging conference calls, and scheduling meetings.
  • Provided training to new employees and internal/external clients on effective quality call handling and business etiquette.
  • Created workshops on topics such as Team Building and Navigating company operating systems.
  • Assisted in supervising a call center of 25.
Candidate Info
7
years in
workforce
3
years
at this job
AS
Associate of Science
BSN
Nursing
3

Call Center Trainer

Call Center Trainer for inbound, outbound, technical support and customer service

  • Coached, motivated and developed representatives for all departments for the entire call center
  • Successfully managed a team of 22 outbound calling representatives
  • In charge of development and implementation of a customer service department
  • Responsible for updating and adding all product information to an online help system
  • Administered new and ongoing training for all departments in the call center
  • Identified the need for a customer service department and worked to create a training program for the new role.
  • Systems used: MS Office / Outlook / Camtasia / T360 / Oracle / As400 / Variety of internet based systems / Banko / Pacer / Siebel / Phelp / Powerpoint / Internet / Typing 70 Wpm / 10 key experience / Front Page / Encompass / Photoshop / Phoenix / Lotus Notes.
Candidate Info
8
years in
workforce
8
years
at this job
AS
Associate of Science
BA
Business And Leadership
4

Call Center Trainer

Instructed, trained, and managed teams of 20 through the new hire program

  • Held weekly meetings to discuss customer service and call statistics - devised performance plans if necessary
  • Reviewed policies and procedures, suggested modifications to processes and language
  • Created training manual that was used daily by 250+ employees for the implementation of Sprint's new billing system
  • Provided daily support to over 300 specialists and supervisors on systems, policies, and procedures
  • Coordinated with IT to troubleshoot and escalate system issues
Candidate Info
5
years in
workforce
3
years
at this job
AA
Social Sciences
BA
Communication Studies
5

Call Center Trainer

Design, develop, and conduct classroom and web-based training on the company's application suite of products and services to a 350 employee call center

  • Supervised 12-20 agents in a classroom environment
  • Developed, implemented, and coordinated learning activities associated with the conversion from Customer Service to Local Number Portability
  • Monitored and maintained sensible budgetary restraints through intelligent use of: American Express, Office Max bulk account
  • Also worked as customer service representative, red hat training assistant (special project), IVR test group (special project), business to business representative (position), and sales executive (position).
Candidate Info
6
years in
workforce
6
years
at this job
AA
Associate of Arts
BS
Business Administration
Adult Education And Training
6

Customer Service Call Center Trainer

Created employee call monitoring/coaching programs. This decreased the overall error rate. This helped decrease the call time to an average of 3 minute or less, without comprising call quality and customer support.

  • Implemented customer service and computer training programs for new hires.
  • Developed measurable training objectives related to new hire needs.
  • Facilitated call observation/monitoring program.
  • Provided one-on-one coaching with phone reps as a result or call observation feedback.
  • Outlined employee improvement and growth plans for Contact Center phone representatives..
Candidate Info
8
years in
workforce
3
years
at this job
BS
Consumer Studies
Graduate Studies
7

Direct Call Center Trainer

Facilitated on-site training to new and existing agent population on products, sales positioning, and CRM. Conducted agent quality call monitoring to provide constructive feedback and collaborate with call center supervisors to develop a personalized agent solution. Implemented standards and performance criteria to continually improve sales growth, productivity and quality.

  • Collaborated with leadership in product and marketing to develop learning modules and sales tools for use in education sessions to both new and existing agents.
  • Delivered training on the product portfolio, sales approach, sales platforms and phone systems.
  • Maintained active involvement with call center leadership to monitor phone calls and provide constructive feedback to optimize performance per phone call.
  • Conducted quality call monitoring to provide constructive feedback.
  • Coordinated with multiple levels of the organization to ensure all training needs are being performed and met to a suitable standard in order to achieve goals.
  • Chosen to lead in an initiative to develop a pilot program for a new team with responsibilities to increase placement and retention of product sales. Working from the ground up by assisting in the development of work flows, systems tests and test group feedback.
Candidate Info
8
years in
workforce
5
years
at this job
8

Call Center Trainer

Obtained customer order information and entered into computer system

  • Performed administrative office duties i.e.(batching the mail, processing refunds, faxing, file and maintain records)
  • Supervised up to 100 employees at the call center
  • Responsible for training new call center employees on the ordering system and procedures
  • Created new sales and customer service manuals; trained employees at other call centers
Candidate Info
11
years in
workforce
7
years
at this job
HS
High School Diploma
9

Customer Service Supervisor, Call Center Trainer and Assistant to Buyer

Supervised call center operators and assisted in trouble shooting or problem resolution.

  • Trained all call center operators to offer excellent customer service and prepard them for fielding various types of calls. ie(catalog requests and phone orders)
  • Assisted buyer in day to day functions. Sending out samples of fabric and textiles. Receiving samples from vendors and maintaining records.
  • Worked as liaison between buyer and vendors.
  • Assisted vendor in selecting products that would appeal to customers for upcoming season's catalog.
  • Supervised returns department. Ensured returns were processed correctly and efficiently. Helped resolve any customer issues that arose.
Candidate Info
5
years in
workforce
5
years
at this job
HS
Travel / Hospitality
10

Call Center Trainer

Trained all new employees in classroom environment

  • Coached employees and tracked call center quality
  • Developed and designed training materials and manuals
  • Created and implemented morale boosters within the call center
  • Human Resources support, Supervisory support, and operator phone support
  • Administrative, clerical and general office duties
Candidate Info
8
years in
workforce
8
years
at this job
BA
Music, Vocal Performance

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