TARA AILA

Baltimore, MD, 21212 | 951-534-1792 | taranicoleaila@gmail.com

Summary

Energetic, results driven professional with over five years of experience in

customer service. Track record of developing quality customer service material
used for training and development, as well as customer education, with proven
positive results. Excellent familiarity of computers and Microsoft office.
Outstanding written and oral communication skills.

Computer Skills

Software
Outlook PowerPoint
Microsoft Word Canvas
Excel Adobe Photoshop

EXPERIENCE
07/13- Training and Development
10/15 Specialist, Zenimax Online Studios

Creation of game related written materiel to Present information using a variety of

assist CSRs and Consumers instructional techniques or formats, such as
role playing, simulations, team exercises,
Monitor, evaluate, or record training
group discussions, videos, or lectures.
activities or program effectiveness.
Evaluate training materials prepared by
Offer specific training programs to help
instructors, such as outlines, text, or
workers maintain or improve job skills.
handouts.
Organize and develop, or obtain, training
Design, plan, organize and direct orientation
procedure manuals and guides and course
and training for employees or customers of
materials such as handouts and visual
industrial or commercial establishment.
materials.
Develop alternative training methods if
expected improvements are not seen

5/11- Tier 2, TELUS International for

6/12 Zynga
Creating written information to further
Inbound and Out Bound calls customer and agent understanding of a
variety of issues
Sales and Billing
Supervise a small team of Customer Service
Chat and E-mail customer support
Agents
Escalated Customer Call

EDUCATION
1/16-Present Radiation Therapy and Dosimetry, Community College of Baltimore County
GPA 3.9, National Deans Lists