Customer Service Training

RUTH SOSKIN

Evanston, Il O: C: abjttb@r.postjobfree.com

***** 847-***-**** 847-***-**** m

Summary of Qualifications

Experience in facilitation, instruction, course design, course development

Uncommon ability to deliver user-friendly content for technical or soft

skills

Excellent communication, organizational, problem solving and people

management skills

Ability to quickly grasp and apply new concepts and technology

Skills transferable to any industry

Instructor/Facilitator

Facilitate management training program for future retail drug store

managers

Train computer users on new features and differences between

MSOffice 2003 and 2007

Coach employees on project management, recruiting, interviewing and

providing employee feedback

Facilitate training program developed by National Retail Federation

leading to nationally recognized customer service certification

covering customer service, basic sales skills, communication skills,

team building and goal setting

Deliver proprietary job-search program on networking, writing

resumes and cover letters, interviewing techniques, communication

skills and maintaining self-esteem

Deliver new hire training for Benefits Center representatives on

employee benefits (defined contributions, pensions, health

benefits), proprietary computer system and Lotus Notes plus in-class

coaching and mentoring of other facilitators significantly

increasing training effectiveness

Deliver telephone and voicemail training on

Voice-over-Internet-Protocol communications systems for end users

Customize and deliver end user training for proprietary software

applications and MS Office suite

Instructional Designer

Design and deliver communication workshops for improved business

relationships between internal and external customers

Collaborate with subject-matter-experts to design scenario-based

learning solutions for various first responder situations: building

search and room entry, traffic stops, general arrest encounters

Collaborate with software engineering team to design Six Sigma

training for product development

Design and deliver team building workshop increasing individual and

team awareness and resulting in greater collaboration within and

across departments

Develop instructor and participant guides, as well as teaching aids

Identify learning gaps and required performances

Collaborate with subject-matter-expert to find creative learning

solutions and easy to understand content

Write user manuals and job aids for technically related content for

non-technical audiences increasing productivity and reducing

technical intimidation

Other

Contributing writer on various topics: job search, teaching

technical subjects to non-technical audiences, training overseas

Volunteer Judge for Public Speaking Competition for Future Business

Leaders of America-Phi Beta Lambda (FBLA-PBL)

Volunteer software trainer for job readiness program

Clients & Employers 1995 - Present

Walgreens, Inc. Oakton Community College Business

NIPSTA (Northeastern Illinois Institute

Public Safety Training Academy) NTN Bearing, Inc.

Motorola, Inc. (Motorola Sentinel Technologies

University)

Hewitt Associates Computer Systems Institute

Kraft, Inc. PDRMA (Park District Risk

WorkNet Northern Cook County Management Agency)

Tenneco Automotive McHenry County College Shah Center

American Society of

Anesthesiologists Pactiv Corporation (formerly

BennuLegal Tenneco Packaging)

National Able

Education & Certifications

BA, Liberal Arts, University of Michigan, Ann Arbor, MI

MA, Counseling Psychology, Adler School of Professional Psychology,

Chicago, IL

Certified Customer Service Instructor - National Retail Association

Certified Myers-Briggs Type Indicator Administrator

Development Dimensions International (DDI) Facilitator Certification

Managing Personal Growth (MPG), Helping Others Succeed (HOS) - Blessing

White

Fundamentals of Technical Writing - Alliance for Lifelong Learning, Oakton

Community College

Training Topics

Computer and Technical Soft Skills

Outlook Customer Service

Lotus Notes Communication, verbal and written

Excel, all levels Team Building, Diversity Training

Word, all levels Conflict Management

PowerPoint, all levels Time Management

MS Project, level 1 Facilitation Skills

QuickBooks, Basic Management Skills

Telecommunications, end user Presentation Skills

systems

Various proprietary software Job Readiness: Resumes, Networking,

packages Interviewing

Independently learning Adobe Meeting Management

Captivate

Contact this candidate