Call Center Trainer Resume Samples - Page 2

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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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11

Call Center Trainer

  • Designed and implemented new training programs to promote positive team atmosphere resulting in a 32% reduction in employee turnover.
  • Conducted and supervised sales training for all new hire classes of 30 or more representatives.
  • Drove performance-based analysis of business metrics to provide feedback and individual coaching of call center representatives.
  • Quality Improvement Process team leader.
Candidate Info
1
year in
workforce
1
year
at this job
BS
Communication
MBA
Master of Business Administration
Project Management Certification
12

Level II Customer Service Lead/call Center Trainer

Assisted with escalated Customer Service calls that covered various EPC and Direct Express projects. Researched EPC and Treasury questions received from customers, and merchant; provided appropriate and accurate information back to Customer Service Representatives.

  • Helped manage call volumes and skill sets for upwards to 200 agents.
  • Conducted random Quality Assurance and provided coaching's for CSR development.
  • Handled escalated issues in order to assure complete customer satisfaction.
  • Served as liaison between training department and the Xerox Network on all curriculum
  • Created, Designed, modified and prepared instructional material like videos, power point
  • Observed professional standards of conduct including behavior, attendance and attire.
  • Traveled to multiple states to assist with the opening of new call centers and established the training curriculum for the new employees.
Candidate Info
4
years in
workforce
2
years
at this job
HS
High School Diploma
13

Call Center Trainer

In April I was contacted by the company to come back and help with a large hiring process of about 20 plus representatives.

  • Trained fundraising representatives on proper procedures and outbound sales tactics to improve their presentation.
  • Worked side by side with representatives, to answer any questions and offer suggestions as they work.
  • Acted as quality control monitoring recordings.
  • Analyzed reports identifying trends and areas where calls can be improved.
  • Hosted group training sessions, where the team shares tactics and tools to learn from other’s strengths.
Candidate Info
8
years in
workforce
8
months
at this job
BA
Marketing
14

Customer Service Call Center Trainer

  • Provided classroom instruction to over 100 new hires to prepare them for success as customer service representatives in [company name]'s corporate call center.
  • Contributed to corporate training materials by writing new modules, editing existing modules, and developing job aids that were implemented in agent's job functions
  • Monitored, scored and reviewed agent calls and provided feedback based on quality guidelines and company policies and procedures
  • Collaborated with operations, process managers, and floor supervisors to develop and maintain consistency in training and existing procedures
  • Commended for responding to escalated customer situations with consistent ability to calm customers and save business relationships
  • Previous positions within the company include Freight Locator and Customer Service Agent
Candidate Info
7
years in
workforce
3
years
at this job
Business Management
It Networking

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