April Powers Email & Phone Number

Florida, United States

Excel in providing superior customer service to families and individuals, through inbound and outbound calls.Evaluate potential client's claim, explaining process, answering questions and signing up of new clients.Maintains comprehensive working knowledge of personal injury and other case type’s resources, policies and protocols.Consistently schedule and follow up with potential clients looking for legal assistance per firm procedures. Advanced level of handling and resolving potential client’s issues in a professional manner

Orlando, Florida Area

Provide facilitation of FSC Technical training contingency curriculum via classroom or Virtual for FiOS Internet, TV and phone services.Worked closely with management to modify training modules and implement different training techniques/activities to match learner’s different learning styles. Plan, develop and present refreshers for FSC training contingency curriculum.Plan and design Post Q’s based on test data, needs and gap assessment. Administrative duties and reporting for completion of FSC Training and refreshers.

Global

Provided virtual facilitation of FSC Technical training contingency curriculum via Adobe web conferencing software, phone and chat for FiOS Internet, TV and phone services.Worked closely with management to modify training modules and implement different training techniques/activities to match learner’s different learning styles. Plan, develop and present refreshers for FSC training contingency curriculum.Plan and design Post Q’s based on test data, needs and gap assessment. Administrative duties and reporting for completion of FSC Training and refreshers.

Orlando, Florida Area

Responsible for training and development of new hire employees and continuing education based on clients business objectives for the telecommunications industry, with a strong focus on administrative duties for student maintenance and project metrics.  Partnered with operations and quality to develop department/functional training plans based on needs assessment for project metrics. Organization of relevant training needs for CE and Modification Trainings, in conjunction with departmental leads, including logistics, delivery methods and completion reporting. Subject matter expert for CE reporting and enrollments.  Develop and present training strategies on TSD Systems, policies and procedure Needs and gap assessment for roll out of 5 week customer Service agenda versus current 8 week agenda. ELM Certified – Experiential Learning

Develop and manage 1250 accounts and grow customer base through networking, referrals, cold calling and sales presentations.Proven success in meeting and exceeding sales quota and maintaining optimal client satisfaction.Effective salesmanship and interpersonal skills, excelling in relationship and solution selling.Facilitate continuing education and best practice team sessions.

Facilitate, manage and motivate new hire Customer Service Specialists.Subject matter Expert of products, tools, policies and procedures.Customer Service, troubleshooting and sales skills mentor.Provide ongoing coaching and counseling.Schedule, implement and facilitate modification trainings and continuing education.Liaison with Operations team to ensure that the training provided meets production and quality requirements.Daily, weekly and monthly documentation and reporting.

Review call center statistics to measure staff performance.Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Facilitate modification trainings in identified area's to improve and continuing education.Monitor calls between representative and customers to ensure quality assurance standards.Daily, weekly and monthly documentation and reporting.

Lake Mary Florida

• Research, mediate and deploy resolutions for customers via outbound calls, when customers have previously not received the highest level of customer service. • Delivery of mod trainings and continuing education.• Train, manage and certify new hire.• Coaching and side by side training during transition

Lake Mary Florida

Held two positions including Tech Support specialist, Sales Specialist.Sales Specialist - • Dellware• Assist customer’s purchases thru inbound calls. • Strong Knowledge of products, tools, policies and procedures.Technical Support Specialist - Dell• Team player Award and Managers Excellence award. • Strengths in leading clients through problem solving and troubleshooting.

Service To Sales Facilitation

Comtia Technical Trainer, A+, Networking+, Excel, Time Management, Dreamweaver

Elm Certified Trainer., Experiential Training Model.