Ruth Fernandez
Toronto
Summary
Experienced with developing and implementing training programs tailored to organizational needs. Utilizes effective communication and organizational skills to coordinate and enhance learning experiences. Knowledge of innovative training methodologies and their positive impact on learner engagement and retention.
Overview
9
9
years of professional experience
Work History
CRM Support Specialist
Proresp Inc
Toronto, ON
05.2021 - Current
- Developed training programs to enhance staff knowledge and skills within health services.
- Facilitated workshops to improve team collaboration and client service delivery.
- Assessed training needs through performance evaluations and feedback mechanisms.
- Designed instructional materials that align with organizational goals and compliance standards.
- Mentored junior trainers, fostering professional development and knowledge sharing.
- Implemented evaluation strategies to measure training effectiveness and participant engagement.
- Collaborated with cross-functional teams to ensure alignment of training initiatives with operational objectives.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
Customer Service Representative
Proresp Inc
Kitchener, ON
01.2020 - 05.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Developed and maintained strong relationships with clients to enhance customer satisfaction.
- Led initiatives to optimize workflow efficiency, resulting in enhanced team productivity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Trainer Facilitator
CBI Health Group
Toronto, ON
07.2017 - 11.2019
- Direct and facilitate structured and informal learning experiences to increase software/workflow knowledge.
- Collaborate with Project Managers for the Implementation of new software rollout.
- Monitor ServiceNow for training related tickets
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Utilize ServiceNow to generate knowledge articles for frequently occurring issues.
- Investigate and resolve Tier 1 support tickets for application support in JIRA ticketing system.
- Develop and oversee the production of handouts, videos, quick reference manuals and instructional material.
- Coordinating setup and troubleshooting of workstations and mobile devices for new hires
- Identify training needs as related to training/development requests.
- Create standardized training experience and schedule for new hires.
Education
Conestoga College Institute of Technology And Advanced Learning
Kitchener06-2010
Adult Education Certificate -
Conestoga College Institute of Technology And Advanced Learning
Kitchener01-2026
OTA/PTA Program Diploma -
Conestoga College Institute of Technology And Advanced Learning
Kitchener06-2010
Skills
- Training and mentoring
- Idea development and brainstorming
- Project planning
- Schedule management
- Inter-department collaboration
- Performance tracking and evaluation
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
CRM Support Specialist
Proresp Inc
05.2021 - Current
Customer Service Representative
Proresp Inc
01.2020 - 05.2021
Trainer Facilitator
CBI Health Group
07.2017 - 11.2019
Conestoga College Institute of Technology And Advanced Learning
Adult Education Certificate -
Conestoga College Institute of Technology And Advanced Learning
OTA/PTA Program Diploma -
Conestoga College Institute of Technology And Advanced Learning