420 S Courtney Ave. • Fullerton, CA 92833 • (555) 555-5555 • email@example.com A highly talented and accomplished personnel training and development specialist • Several years of training and development experience. • Able to develop and establish training procedures. • Strong background in customer service and care. • Domestic and international training experience. • Adept at planning/leading training programs. • Familiar with preparing training manuals. • Outstanding project management abilities. • Excellent presentation/communication skills.
PROFESSIONAL EXPERIENCE GTC Telecom, Costa Mesa, CA 2001 – 2007 Project and Training Specialist (2003 – 2007) Planned, carried out, and directed training activities and programs for international telecommunications company. Managed special projects for Customer Service and other areas. Developed and implemented employee training for India-based start up subsidiary. Formulated and established processes and procedures, authored training guide, and conducted training sessions on report maintenance and call monitoring. Created operations manual for Customer Care Center, developed call center statistical, historical, and trend reports. Introduced quality assurance program and reporting of agent statistics. Led testing of new customer account management system. Authored system instruction manual. Actively involved in development and implementation of IMF campaign. Organized call list, tracked calls by type, and ensured all customer and call information updated. Conducted testing of new Customer Maintenance Database. Prepared training materials an