OBJECTIVEActively seeking Facilitation position with Sykes utilizing training, professional communication, and analysis skills to contribute to the success of company.

SUMMARYExperienced Call Center Trainer has great experience training both new and existing call center employees. Trained experienced call center employees for sales of DirecTV and new employees in Mobility Sales and Service for AT&T and sales of DirecTV. Already possess AT&T Mobility Sales and Service Training Certification and DirecTV Training certifications.

EXPERIENCEHybrid Trainer, Subject Matter Expert, Floor Support, and Customer Service Representative Sykes Enterprises 8/2015 – Present As a hybrid traininer, deliver classroom instruction, demonstrating

effective communication, presentation, media applications, questioning, conflict resolution, and employee management skills. Focuses instruction around agent behaviors that ensure customer satisfaction, contractual metric compliance, and increased revenue for the company. Prepares and organizes instructional manuals, learning aids, job aids, and learning evaluations such as quizzes and tests. Reviews course materials and trainee information, preparing for training delivery.

Prior to certification, assisted in training agents As floor support, monitored call center floor to support agents and handle

escalated calls. As an agent, receives transactions from users regarding customer service

or technical support related needs, determined appropriate action to be taken on customer's behalf, worked with customer to achieve issue resolution. Maintained pertinent paperwork and records through data entry and communicated with co-workers to research problems and find solutions.

Owner / Photographer Kim Baker Photography 3/2011 – Current All aspects of the photography business including customer service.

Scheduling, invoicing, editing, organizing, and all financial aspects of the business.

Data Entry Medicare Claims Processor BC Forward Recruiting for Accenture 04/2015 – 07/2015 Determining costs and reimbursement amounts. Maintaining records.

Establishing controls. Safeguarding against fraud and abuse or excess use.Conducting reviews and audits. Making the payments to providers for services.Assisting both providers and beneficiaries as needed.

Guest Services Knoxville Zoological Gardens 3/2014 – 11/2014 Developed highly empathetic client relationships and earned reputation

forproviding solid customer service. Cross-trained and provided back-up for other

Kimberly D. Baker

guest service representatives when needed. Learned all aspects of jobs fallingunder the Guest Services umbrella including operation and safety guidelines forrides, as well as animal enclosures.

EXPERIENCE CONTINUED

Investigative Analyst II Elavon Merchant Services 8/1998 – 6/2012 Prevented losses using awareness, attention to detail and integrity.

Provided accurate and appropriate information in response to customer inquiries. Demonstrated mastery of customer service call script within specified timeframes. Maintained up-to-date records at all times. Developed effective relationships with all call center departments through clear communication. Ran reports and supplied data to fulfill customer report requirements. Formulated and enforced Service Center policies, procedures and quality assurance measures. Investigated any unusual credit card activity at merchant locations to determine if there was any form of credit card fraud taking place. Followed investigative procedures if fraud was found including alerting not only management, but the proper authorities as well. Documentation of investigative outcome within proprietary computer systems as well as written reports submitted to proper law enforcement agencies and/or the Secret Service and FBI.

Senior Credit Administrator / Customer Access Center Senior Associate Philips Consumer Electronics Corporation 4/1996 – 8/1998 As Senior Credit Administrator, was responsible for credit approvals and

collections of multiple accounts, timely follow-up on research and promised payments, clearing Accounts Receiveable within terms of sale and meeting all monthly quality objectives.

As Customer Access Center Senior Associate, was responsible for data entry and retrieval, order entry, intensive customer service, and technical assistance on a diverse array or products, comprehensive training of junior associates including systems training, policy and procedure, one-on-one coaching, positive feedback and mentoring. Was also a member of training development program, town meeting feedback group, and ongoing systems development team.

SKILLS Familiarity with with instructional and curriculum design Exceptional ability to inspire and motivate others to pursue

accomplishments Profound ability to assess learner’s performance in the classroom Excellent teaching, persuasion, organizational, and communications skills Good motivator and leader with meticulous attention to detail Proficient with Microsoft Office including Word, Excel, and Outlook, as well

as proprietary client software packages