Zarah Butler

ZARAH BUTLER 741 Woodruff Rd, Greenville, SC 29607 ● (864) - ●- PROFESSIONAL SUMMARY Expert in training management. Knowledgeable about overseeing teams, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership. SKILLS  Team Management / Team Building  Customer Expectations Management  Performance Improvements  Training Development Aptitude  Curriculum Design  Multifamily Leasing / Maintenance Dispatch  Customer Service WORK HISTORY SENIOR CORPORATE TRAINER / ASSISTANT TRAINING MANAGER – REALPAGE PHILIPPINES Oct 2014 – Feb 2017  Developed curriculum and created lesson plans to train new-hire employees on product knowledge, system navigation and culture familiarization.  Developed effective training manuals, modules and teaching aids.  Managed class schedules and classroom assignments for the junior trainers.  Regularly handles one-on-one sessions with trainers to ensure that they meet their training goals.  Facilitates monthly team meetings to keep the department in check and to touch base with the team as a whole.  Periodically reviews effectiveness of programs and lesson plans to maximize training success and certification rate.  Authored, updated and implemented training procedures.  Led cross-functional training for external and internal clients and created all training materials and exams.  Monitored employee progress and gave feedback to management and additional training requirements. CALL CENTER SUPERVISOR – REALPAGE PHILIPPINES Oct 2013 – Oct 2014  Coordinated workflows for leasing agents in the call center production floor.  Collaborated with Recruitment and Training departments to establish hiring and training guidelines to drive better quality of hires.  Kept work environments safe and efficient at all times.  Established clear priorities and production quality standards.  Worked with the Quality Assurance department to secure calibration between two departments.  Managed team attendance and payroll.  Handled team meetings to discuss team metrics and come up with performance improvement strategies.  Coached leasing agents regularly to ensure a successful monthly KPI. MARKETING ASSOCIATE – REALPAGE PHILIPPINES Sep 2012- Oct 2013  Answered phone calls for the multifamily business in the United States.  Provided pricing and availability to prospects over the phone.  Market the apartment community depending on the prospects' needs and wants for a better living condition and lifestyle during their lease.  Set appointments for the prospects to visit the community to finalize their home search and sign their lease.  Update property systems like Yardi, Propertyware, Onesite, Salesforce, etc, to keep the property on-track. EDUCATION Bachelor of Science: Education- Major in English Colegio San Agustin Bacolod (Philippines)