Senior Trainer, Customer Service, Technical Support Representative
Convergys
Toledo, Ohio
Trainer (Core), April 2001–October 2002, Projects: AT&T Broadband Internet, Cable Video, and Digital Telephony--Supervised up to 30 Customer Service and Technical Support Representative trainees in an accelerated learning environment. Subject matter expert on course content and proficiently delivered training sessions. Responsible for providing training to new employees as well as uptraining to existing employees.Assisted Instructional Analyst and Course Specialist with curriculum development, activity design, creation of job aids, and conducting beta tests for new methodologies. Served on the Training Committee.Trainer (Sets), November 2000–April 2001, Project: AT&T@Home--Subject matter expert on course content and adeptly conducted training sessions. Responsible for providing training to new employees as well as uptraining to existing employees.Provided support to cable modem subscribers by troubleshooting, resolving, or re-directing inquiries as necessary. Managed subscriber account information and updated billing, while adeptly offering technical troubleshooting and solution-oriented support.Customer Service/Technical Support Representative, August 2000–November 2000, Project: AT&T@Home--Provided support to cable internet subscribers by troubleshooting, resolving, or re-directing inquiries as necessary. Maintained subscriber account information within the subscriber information database. Retained customers who wanted to cancel their accounts and answered inbound calls in support of client needs.