professional summary jessica claire montgomery street san francisco ca xxx05 555 4321000 resumesampleexamplecom human resource professional 9 years experience behavioral interviewing training employee retention customer service creative organized action oriented loves fun working hard successfully led long short term projects delivered superior customer service working stretched targets tight deadlines successfully trained developed entry level team exceptional coaches training professionals skills work history behavioral interviewing cpba disc certified planning organizing talent assessments training creating captivating posters flyers certified coaching consultant vendor management highly customer people focused ms office content development senior executive talent transformation 2020 companies york pa india training facilitation 052010 052015 drive behavioral training coverage india middle east regions classroom virtual training manage tni planning delivery effectiveness measurement trained 3k employees classroom training 5k employees virtual training per year various soft skills effectiveness management programs primarily focused new managersteam leads worked closely budding manager series training key skills like coaching collaboration goal setting etc facilitate classroom virtual training sessions personal effectiveness communication customer service skills vendor management evaluate ensure calibration among training vendors order provide seamless training experience employees irrespective geography manage cost optimization timely closure requests accuracy payments content development develop training content based skill gap analysis identified training needs needs specific accounts hiring interviews created role based talent assessments various roles across levels conducted comprehensive behavioral interviews provided critical feedback candidate competency respective roles created rolewise frameworks competency mapping development three month period trained calibrated panelists sourcing agencies regular basis contributed improved sourcing accuracy faster tat ensured clear comprehensive jds skill sets departments job postings facilitate new employee induction sessions leorning specialist ld 092007 052010 sitel india ltd chennai india city state training coaching owned impact initiative site involved collaborating business accounts management ld order create coaching culture organization trained certified 16 team mangers coaching skills mentored process coaching teams period six months communication customer service trainer service representatives canadian american accounts introduced peer peer mentoring process within ld team created process flow sop training incentive associates hiring recruitment calibration screen entry level candidates communication skills voice emailchat back office projects interview trainers coaches presentation communication skills ensure calibration recruitment panel conducting weekly calibration session audits sourcing agencies recruiters interview panelists facilitate induction new hires participate vendor drives campus drives job fairs recruitment employee retention identifying possible attrition associates within training means 11 sessions performance audits weekly feedback cocoordinating time time meetingssessions potential attrition candidates corporate hr team follow ensure timely closure issues raised associates training phase ccommunication customer service trainer wipro bpo city state 032006 052006 communication skills customer service soft skills trainer three telecom accounts usa trained associates american culture consumer behavior created comprehensive gauge sheet assess direct help associates improve customer service levels awarded trainer quarter q4 2006 clotomer service representative wipro bpo city state 072004 022006 provide customer support troubleshoot internet related issues telecom account us received client csat award maintaining average customer satisfaction score 89 entire year 20042005 awarded csat survey topper feb 2006 part csat hall fame 18 consecutive months education bachelor arts english literature political science himachal university india india additional information work authorization l2 visa authorized work usa certifications disc certified professional behavioral analyst high impact presenter dale carnegie coach blitz trainer leadership skills new managers sitel leadership team coach consultant certification bell canada 2005