Kayla Rivers
Fairfax,VA
Summary
Dynamic Trainer with a proven track record at Teleperformance, specializing in employee development and customer service excellence. Expert in crafting engaging training programs and enhancing team collaboration. Adept at utilizing online training tools and performance evaluation to boost employee competency, resulting in improved customer satisfaction and operational efficiency.
Overview
13
13
years of professional experience
Work History
Trainer - Customer Experience
Teleperformance
04.2021 - Current
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Facilitated virtual training sessions.
- Developed lesson plans, instructional materials and written practice tests for Customer Service and Technical Support training courses.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Increased employee competency with creation of targeted skill development paths.
Tier 2 Technical Support Specialist
Continumm
05.2020 - 04.2021
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Enhanced customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Performed technical troubleshooting and diagnosis, software installation and information gathering.
Licensed Insurance Agent
Designers Insurance With Allstate
09.2019 - 05.2020
- Calculated quotes and educated potential clients on insurance options.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
Technical Support Chat Advisor
Kelly Services
04.2016 - 02.2017
- Worked closely with supervisors on quality assurance initiatives to uphold excellent service standards across all channels.
- Exceeded performance metrics consistently, contributing to overall team success and company goals.
- Received consistent positive feedback from customers, reflecting the high level of service and support provided.
Assistant Manager
Rent-A-Center
09.2012 - 05.2015
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Education
High School Diploma -
Milton Jr/Sr High School
Milton, VT07-2009
Skills
- Employee training
- Technical support
- Customer service
- Performance evaluation
- Team collaboration
- New hire training
- Planning and coordination
- Knowledge management
Timeline
Trainer - Customer Experience
Teleperformance
04.2021 - Current
Tier 2 Technical Support Specialist
Continumm
05.2020 - 04.2021
Licensed Insurance Agent
Designers Insurance With Allstate
09.2019 - 05.2020
Technical Support Chat Advisor
Kelly Services
04.2016 - 02.2017
Assistant Manager
Rent-A-Center
09.2012 - 05.2015
High School Diploma -
Milton Jr/Sr High School
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