Debra Casperson
51 Belvedere Drive à Baltimore, MD	999-999-9999
debracasperson@abc.com	

Objective:	Interested in a position as a Customer Service Trainer with a leading Call Center where I can impart knwoledge and implements my skills as a trainer and enhance my career.

Experience:	Delta World Customer Service Pvt Ltd	Baltimore, MD
	Customer Service Trainer	2007 to Present
à	Instructed employees on company policies, systems and routines for handling customer service requests, following prescribed training program.
à	Explained service forms and company procedures, using training aids, such as tape recorder, videos and slides.
à	Monitored and recorded trainees handling customer service calls.
à	Discussed problems and suggested techniques for improvement.
à	Distributed course evaluation forms to students and reviewed responses.
à	Conferred with department managers on employee performance following 
à	Identified training needs of employees in the organization based on gap analysis. 
à	Developed and prepared process training curriculum and training material based on client needs and feedback. 
à	Recommended program enhancements and modified materials as needed based on inputs from training team. 
à	Assured to provide highest standards of service. 
à	Administered course evaluation and graded the performance of employees on these evaluations.
à	Developed and improved technical content and publication material. 
à	Conducted trainings and workshops based on training needs analysis of departments.
à	Created, Designed, modified and prepared instructional material like videos, power point presentations, charts etc for various training programs

Education:	State University of Maryland	Baltimore, MD
	Bachelors of Arts	2007

References:	Available upon request