Paula Hoelting

Shawnee, KS 66226
(913) 707-7128 pyhoelting@gmail.com linkedin.com/in/paulahoelting

Training & Development Expert

Motivated, hardworking customer service specialist with extensive experience in team leadership,
customer relations, organization and employee development. Proven ability to use established
performance metrics to identify areas for improvement and implement proactive measures to improve
employee skill sets. Passion for superior customer service and commitment to continual improvement
make this supervisor an excellent addition to any leadership team.

CORE COMPETENCIES
Team Leadership Training & Mentorship Employee Assessment Professional Development
Onboarding Policy Implementation Customer Satisfaction Performance Goals & Metrics
Microsoft Office Suite Virtual Training Web-Ex Adobe Connect Series 6 & 63 Licensed
Learning Management System (LMS) Organizational/Priority Skills

EXPERIENCES AND ACHIEVEMENTS

TRADENET PUBLISHING, Gardner, KS
2014 2015
Customer Service Supervisor
Directed a department of 18 customer service representatives working two shifts, ensuring that
customers were satisfied with the outcome of each customer service interaction.
Created training manuals and new associate training programs to aid the onboarding process.
Encouraged and supported employees personal and professional development, helping all
employees to reach their full potential and better serve TradeNets customers.
Assessed team and individual performance using daily, weekly, and monthly metrics. Evaluated
trends in order to identify opportunities for improvement and implement new strategies.
Developed, implemented, and revised policies and procedures to comply with corporate
standards and more effectively meet established goals.
Reviewed and resolved customer complaints and concerns to ensure complete satisfaction.
BOSTON FINANCIAL DATA SERVICES, Kansas City, MO
2004 2014
Education and Development Specialist
Directed, supervised, coached, and monitored new team members during the onboarding
process, ensuring compliance with company standards and expectations.
Developed and distributed a wide range of technical training materials, including lectures,
demonstrations, and other learning tools. Trained employees in customer service skills, data
entry, mutual fund operations, and retirement or educational savings planning.
Identified and promoted opportunities for employee training and development.
AMERICAN CENTURY INVESTMENTS, Kansas City, MO
1992 2003
Client Relations Specialist, Education & Healthcare
Focused on meeting the needs of 501(c)(3) employers, foundations, and endowments. Assisted
organizations and their representatives in identifying solutions to their unique challenges.
Served as a central point of contact for retirement plan administrators at universities and notfor-profit organizations. Assisted administrators with daily operations and ad hoc requests.
Provided detailed information regarding benefits. Presented at benefits fairs and also met with
interested parties one-on-one to ensure that they had all necessary information.

EDUCATION
Bachelor of Arts, Communications, Washburn University, Topeka, KS