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Professional Summary
Work History
Small Business Sales Consultant, 01/2016 to Current
  • Commercial Acquisitions Group.
  • Make outbound cold calls to small business owners engaging in consultative conversations and providing product solutions to meet small business needs.
  • Drive growth of current account spend through consultative selling techniques.
  • Effectively manage prospective client pipeline.
  • Maintain high levels of product and service knowledge and clearly communicate product features and benefits to prospective and current American Express clients.
Sales Manager, 01/2015 to 01/2016
Verizon Wireless
  •  Hiring and recruitment of new-hire team members, as well as ensuring in-store onboarding process is executed.
  • Coach and develop a sales team of 25 reps to consistently meet/exceed monthly sales goals and metrics.
  • Create sales forecast and store performance plan based on market history and growth expectations resulting in Q1 Outstanding Store Sales recognition for Desert East Region.
  • Client issue and escalation resolution to ensure customer retention.
  • Cross sell consumer to business lines via cold calls resulting in 235% B2B YoY growth.

Sales Consultant, 01/2013 to 01/2015
  • Acquire new clients and upsell to existing customers using consultative sales model through customized product solutions.
  • Build and maintain strategic client relationships to maximize revenue.
  • Technology troubleshooting and customer education.
  • Cold call C suite to acquire new business lines and expand existing customer holdings across product lines.
  • Achieved 147% to sales goal while exceeding target in all 5-measured metrics.
  • Recognized as Top Performer 2014-15 for SW02 district; Top 5% in Desert Region.
Restaurant Training Coordinator & Corporate Regional New, 01/1994 to 01/2000
Chili's Grill & Bar, Brinker International
01/2008 to 01/2013
  • Lead new team member orientation, managed hands-on training process for all new-hire employees, as well as 30-day evaluation of employee progress and execution.
  • Planned monthly training meetings and workshops for ongoing staff education and development.
  • Traveling trainer for new store opening locations across the United States.
Bachelor of Arts: Journalism, May 2006
New Mexico State University -
Journalism Minors in Marketing and Human Resources Management *Journalism coursework focus Public Relations American Express
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Professional Summary

Experienced computer technician with over 35 years of experience in computer applications/customer service. Excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements. Consistently saved costs while increasing profits.

Work History
Covetrus ImproMed Support Technician I//Oshkosh, WI//June 2018 to Current
  • Applied troubleshooting and diagnostic skills to resolve a range of issues
  • Responded to telephone, email and in person inquiries regarding operation, use and repair.
  • Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
  • Established compatibility with third party software products by developing program for modification and integration.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
  • Managed firewall, network monitoring and server monitoring both on- and off-site.
  • Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency.
Congregation of Sisters of St Agnes Development Database Office Manager//Fond du Lac, Wisconsin//January 2010 to January 2017
  • Established compatibility with third party software products by developing program for modification and integration.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes staff.
  • Streamlined and enhanced the corporate accounting and operations system.
  • Consistently met deadlines and requirements  work .
  • Researched possible grants and then created proposals to submit along with grant applications.
  • Maintained a highly intensive schedule of visiting with potential donors and delivering compelling presentations and comprehensive fundraising proposals.
  • Attended special events, acting as a representative of Congregation of Sister of St Agnes and making new contacts with possible donors.
  • Identified new sources, both individual and business, of support as donors and vendors.
  • Created fundraising materials that were utilized on social media, Web sites, and sent out in mass mailings.
Beaver Dam Community Hospital IT Training Coordinator//Beaver Dam, WI//October 1997 to November 2010
  • Designed industry-specific training in Paragon Software, Microsoft Training and all other hospital training needs.
  • Created and administered training calendar.
  • Conducted skills assessments and uncovered performance gaps.
  • Used positive reinforcement and provided clear feedback to help students succeed.
  • Provided department specific training guides for all training provided
Marcia Brenner Associates Computer Consultant/Trainer//Madison, WI//May 1995 to October 1997
  • Designed industry-specific training in SASI Software for school districts in Wisconsin.
  • Provided professional proposals for school districts.
  • Software support for software.
DeForest Area School District Federal Claims Clerk//DeForest, WI//January 1988 to May 1995
  • Compiled financial reports pertaining to cash receipts, expenditures and profit and loss.
  • Drafted and reviewed financial statement compilations before being approved by manager.
  • Maintained fixed asset module and calculate and record monthly depreciation expense.
  • Performed periodic budgeting/modeling to project monthly cash requirements.
  • Training program development
  • Training material development
  • On-the-job training proficiency
  • Training coordination
  • Project management
  • Gift strategies
  • Deadline oriented
  • Strategic planning
  • Records oversight and accuracy
  • Fundraising outcomes and assessments
  • Oral and written communications
  • Microsoft Expert
  • File transfers expert
  • Self-starter
  • Software libraries maintenance
  • Detail-oriented
  • Strong communication skills
  • Patient
  • Desktop and laptop repair
  • Focused
  • Innovative thinker
  • Crystal Reports
  • Data analysis
  • Public speaking
Associate - Computer Operations Moraine Park Technical College// Fond Du Lac, WI

Computer Operations

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Detail-oriented and organized extensively trained in spreadsheets, transcription, word processing and desktop publishing. Certified in 10-key and highly skilled at creating effective organizational and filing systems. Certified Data Entry Assistant experienced in confirming the accuracy of data in various systems and developing complex high-quality results in a timely manner.
  • Microsoft Office Proficiency
  • Attention to details
  • Results oriented
  • Self-directed
  • Communication Skills
  • Strong interpersonal Skills
  • Customer Service Oriented
  • Advanced clerical knowledge
  • Administrative support
  • Filing and data archiving
12/2016 to 03/2017
Contact Center Customer Service Representative Universal Insurance Company Caguas, P.R.
  • Process account payments
  • File Claims
  • Follow Ups Calls and Emails
  • Provided accurate and appropriate information in response to customer inquiries
  • Maintain up-to-date records.
  • Developed effective relationships with all call center departments through clear communication
  • Formulated and enforced Service Center policies, procedures and quality assurance measures
  • Achieved customer satisfaction rating of 99% exceeding corporate target.
03/2016 to 12/2016
Customer Service Representative Atento Caguas, P.R.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Process account payments
  • Retention
  • Webs Troubleshooting
  • Made reasonable procedure exceptions to accommodate unusual customer requests
  • Demonstrated mastery of customer service call script within specified time frames
  • Addressed customer service inquiries in a timely and accurate fashion
  • Floor Support
  • Achieved customer satisfaction rating of 97% exceeding corporate target.
11/2014 to 02/2015
Training Coordinator McNeil Las Piedras, P.R.
  • Created monthly reports for records, closed terminated records and completed chart audits
  • Created daily and weekly reports for metrics and employee training up to date verification
  • System Access granted or denied depending of employee curriculum update
  • Submitting and Tracking documentation such as Waivers
01/2012 to 11/2014
Data Entry McNeil Las Piedras, P.R.
  • Verified that information in the computer system was up to date and accurate.
  • Compiled statistical information for special reports.
  • Created monthly report for records, closed terminated records and completed chart audits.
  • Updated departmental standard operating procedures and database to accurately reflect the current practices.
  • Verified and logged in deadlines for responding to daily inquiries.
  • Identified and resolved system and account issues.
  • Developed and created a more effective filing system to accelerate paperwork processing.
  • Data entry of employees training daily.
01/2010 to 12/2011
Manufacturing Operator General Electric Caribbean Humacao, P.R.
  • Welding
  • Packaging
  • Support in different areas
  • Run tests for final products
  • ROCB Area, pre-assembly, assembly, material preparation, area preparation, final tests and packaging, all manually made.
01/2009 to 11/2010
Validation Registry – Data Entry Clerk Stryker Arroyo, P.R.
  • Validation Registry to a data base
  • Data Entry of all physical SOP's information into a data base
  • Digitalizing documents
  • Monitoring In-Out of Validations Binders from Restricted area.
  • Transcript official documents
  • Team Lead
  • Project Manager Assistant
  • Support to areas as in Quality, Calibration, Document Control and Human Resource
  • Support for Team Groups such as: NoPa (No paper project), Risk Management, etc.
Education and Training
Associate Degree: Office Systems Administration Universidad de Puerto Rico, Recinto Humacao, P.R.
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Professional Summary
Training Coordinator who helps participants obtain the knowledge and skills they need to thrive in a fast-paced setting. Develops interpersonal skills while offering a complete and thorough lesson plan. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
  • Adult learning theories
  • Curriculm Design
  • Workforce management
  • E-Learning Tools
  • Proficient in Nasco
  • Oracle Knowledge
  • New Hire on-boarding
  • LMS (Learning Management System)
  • Training solutions
  • development
  • Microsoft suite experience
  • Skilled in Purecloud soft phone system
  • Knowledgeable in caremetx Connect
  • Employee coaching
  • Materials preparation
  • Interviewing
Work History
  • Training Specialist
  • Dialog Direct
  • Troy, MI
  • Apr 2018 to Current
  • Created and oversaw 5 training programs for the following lines of business: AIG Intelmedia, AIG Whirlpool, Blue Cross of Blue Shield NJ (  Consumer Driven  Health and Federal Employee Program) ,Consumer Energy operations.
  • Prepared videos for online and remote instruction.
  • Assessed additional needs based on training progress and collaborated with management to meet all requirements.
  • Traveled to client locations to conduct training classes.
  • Maintained a schedule of classes of 5-45 new hires with average of 2 trainings class consecutive classes a month from 1 week to 6 weeks per class. 
  • Created new lesson plans based on course objectives.
  • Performed extensive research and incorporation of current trends and data into standard curriculum for AIG Intelemedia, AIG Whirlpool, and Consumers Energy.  
  •  Effectively implemented best training practices and adult learning principles in planning as well as creation of all instructional materials.  
  • Training Coordinator
  • CareMetx, LLC
  • Bethesda, MD
  • Jul 2017 to Mar 2018
  • Organized and edited training manuals, multimedia visual aids and other educational materials.
  • Selected and assigned instructors to conduct specific training programs.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Highly skilled and knowledgeable on the following programs: QT9, ILMS, Flashpoint, Corebuilder and Captivate systems