April Powers

Intake Support Specialist

Morgan & Morgan, P.A.

Jun 2017 - Current (9 years 5 months)

Excel in providing superior customer service to families and individuals, through inbound and outbound calls. Evaluate potential client's claim, explaining process, answering questions and signing up of new clients. Maintains comprehensive working knowledge of personal injury and other case type’s resources, policies and protocols. Consistently schedule and follow up with potential clients looking for legal assistance per firm procedures. Advanced level of handling and resolving potential client’s issues in a professional manner Show less

Technical Trainer (Contract) Verizon

ACS Group

Sep 2015 - Jun 2017 (1 year 10 months)

Provide facilitation of FSC Technical training contingency curriculum via classroom or Virtual for FiOS Internet, TV and phone services. Worked closely with management to modify training modules and implement different training techniques/activities to match learner’s different learning styles. Plan, develop and present refreshers for FSC training contingency curriculum. Plan and design Post Q’s based on test data, needs and gap assessment. Administrative duties and reporting for completion of FSC Training and refreshers. Show less

Virtual Technical Trainer (contract position) Verizon FSC

Pinnacle Technical Resources

Feb 2015 - Aug 2015 (7 months)

Provided virtual facilitation of FSC Technical training contingency curriculum via Adobe web conferencing software, phone and chat for FiOS Internet, TV and phone services. Worked closely with management to modify training modules and implement different training techniques/activities to match learner’s different learning styles. Plan, develop and present refreshers for FSC training contingency curriculum. Plan and design Post Q’s based on test data, needs and gap assessment. Administrative duties and reporting for completion of FSC Training and refreshers. Show less

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AT&T Mobility IRU Care Virtual Trainer

Convergys ˑ Work AT Home

Mar 2012 - Sep 2014 (2 years 7 months)

Responsible for training and development of new hire employees and continuing education based on clients business objectives for the telecommunications industry, with a strong focus on administrative duties for student maintenance and project metrics.  Partnered with operations and quality to develop department/functional training plans based on needs assessment for project metrics.  Organization of relevant training needs for CE and Modification Trainings, in conjunction with departmental leads, including logistics, delivery methods and completion reporting. Subject matter expert for CE reporting and enrollments.  Develop and present training strategies on TSD Systems, policies and procedure  Needs and gap assessment for roll out of 5

Account Manager

Staples

Mar 2009 - Oct 2010 (1 year 8 months)

Develop and manage 1250 accounts and grow customer base through networking, referrals, cold calling and sales presentations. Proven success in meeting and exceeding sales quota and maintaining optimal client satisfaction. Effective salesmanship and interpersonal skills, excelling in relationship and solution selling. Facilitate continuing education and best practice team sessions.

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Corporate Trainer

Convergys AT&T

Sep 2004 - Sep 2008 (4 years 1 month)

Facilitate, manage and motivate new hire Customer Service Specialists. Subject matter Expert of products, tools, policies and procedures. Customer Service, troubleshooting and sales skills mentor. Provide ongoing coaching and counseling. Schedule, implement and facilitate modification trainings and continuing education. Liaison with Operations team to ensure that the training provided meets production and quality requirements. Daily, weekly and monthly documentation and reporting. Show less

Transition Trainer/Team Leader

Convergys

Jul 2004 - Jan 2008 (3 years 7 months)

Review call center statistics to measure staff performance. Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. Facilitate modification trainings in identified area's to improve and continuing education. Monitor calls between representative and customers to ensure quality assurance standards. Daily, weekly and monthly documentation and reporting. Show less

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Administrative/Red Flag/ Project Ready Trainer

Convergys SBC Global

Jun 2002 - Sep 2004 (2 years 4 months)

• Research, mediate and deploy resolutions for customers via outbound calls, when customers have previously not received the highest level of customer service.
• Delivery of mod trainings and continuing education.
• Train, manage and certify new hire.
• Coaching and side by side training during transition

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Technical Support/Customer Service/Sales Representative

Convergys - Dell

Jul 2000 - Jun 2002 (2 years)

Held two positions including Tech Support specialist, Sales Specialist. Sales Specialist -
• Dellware
• Assist customer’s purchases thru inbound calls.
• Strong Knowledge of products, tools, policies and procedures. Technical Support Specialist - Dell
• Team player Award and Managers Excellence award.
• Strengths in leading clients through problem solving and troubleshooting.

About

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April Powers

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