Rebecca C. Bright

813-416-7737

bbright1@tampabay.rr.com

Brandon, Fl.  33510-2930

 

Summary

·         Instructor with 12 years experience in both stand-up delivery and web-ex.

·         Experienced in full life cycle training (Training for new hires, incumbents and managers)

·         Experienced in conversion Training (New systems, policies, procedures, etc.)

·         Customer Service/Relations

·         Call Center SME

·         Technical

 

Certifications

·     CTT+ Certified

·     CPR

 

Professional Experience

 

05/11-05-12

 

APR Consulting

Verizon (Client)

Consultant/Office Manager (Contract ended/Budget cuts)

 

 

·             Assisted 7 Local  Managers with daily productivity reports

·             Responsible for all billing due to plant damage

·             Responsible for ordering all supplies for office

·             Created vacation roster for 115 technicians

·             Assisted customers with their internet, voice & data issues over a fiber network

·             Maintained monthly stats for the Area Manager

 

08/08-05/09

 

UIT/United Information Technologies

FairPoint Communications  (Client)

Consultant-Instructor/Technical Trainer (Contract ended)

 

·         Worked with team and end users to perform needs analysis for curriculum development.

·         Developed training materials and performed end user support.

·         Delivered training to incumbents on new systems utilized.

 

Systems taught: Siebel, Remedy, Cnam, Neustar, Dataview, M6, Loopcare and Clr Dlr.

 

 

   01/07-06/08

   UIT/United Information Technologies

   Verizon (Client)

   Consultant-Instructor/Technical Trainer (Contract ended)

 

·         Performed needs analysis, curriculum development and delivery on system roll-outs/updates and technical.

·         Instructed technicians on fiber network that included voice, data & video

 

08/06-11/06

UIT /United Information Technologies

Recruiter

 

·         Recruited instructors for IT, OSP and Central Office’s.

 

06/1997-06/2006

GTE/Verizon

Instructor/Technical Trainer

 

·         Responsible for full life cycle training for new hires, incumbents and managers.  Developed needs analysis for implementing other systems to be utilized that would positively affect the efficiency of the various call centers,

which include dispatch and assignment (POTS and Fiber)    

·         Developed and delivered new training material as needed to comply with the needs of the business.                                          

·         Developed and delivered classes for the field managers to develop and maintain a rapport with their hourly employees.  This proved to be extremely beneficial for daily productivity.

·         Maintained classroom logistics at local training center as well as several throughout the country.  Maintained all software that needed to be uploaded/downloaded on all training computers at various training facilities.

·         SME on call centers which involved repair answer centers, dispatch centers, line & cable assignment centers.

·         Selected for team to establish help desk for premium product and service over fiber optics.

              

Systems taught:      AWAS/Workbench, NOCV/ECPS-LITE, AAIS/AAIS DS, CAD, COPS, TAS/V-REPAIR, MARK, STORC, 4-TEL, Voice Mail Systems, Sabit, GPS, V-Build, V-Mobile, FTTP, FIOS Time Coding, Sorces, CMPS/POPI, iVAPP, COFEE, Customer Relations, Back To Basics

                                        

05/1992-06/1997

GTE/Customer Care Technician

 

·         Inbound call-center for telephone repair.

·         Excellent customer service, interpersonal and communication skills.

·         Self-sufficient and dependable.  Met all monthly objectives including attendance.

·         Flexible and resilient.

·         Ability to identify, troubleshoot and resolve customer’s challenges.

·         Ability to handle conflict over the phone.

·         Ability to fluidly navigate between web-based systems and intranet interfaces

·         Ability to problem solve and properly execute company/client policies while creating a positive customer experience

·         Active listening and attention to detail with the ability to multi-task in a fast paced and changing environment

·         Function comfortably in a performance based environment with calls that are monitored, recorded and assessed.

                 

 

 

01/1978 – 06/2006

GTE/Verizon

 

References Provided Upon Request