Terry Yager
Cleveland
Summary
Dynamic professional with extensive experience at Marriott INT, excelling in customer service and performance evaluation. Proven ability to enhance training effectiveness and foster team collaboration. Skilled in CRM software and conflict resolution, consistently delivering exceptional support and driving customer retention. Passionate about creating positive learning environments and maximizing productivity.
Overview
2026
2026
years of professional experience
Work History
Lead/Teck Associate
Marriott INT
Omaha
09.1996 - Current
- Assisted customers with selecting items and answering questions about hotels.
- Provided customer service support for inquiries, complaints, and cases.
- Handled incoming calls from customers regarding reservations.
- Managed multiple tasks simultaneously while maintaining attention to detail.
- Identified needs of customers promptly and efficiently.
Trainer
Marriott INT
Omaha
- Evaluated employee performance through assessments and feedback sessions.
- Implemented interactive training techniques to enhance participant engagement.
- Assisted in creating a positive learning environment for team development.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Adapted teaching methods according to the needs of individual learners or groups.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Documented all training activities including attendance records, feedback forms, surveys.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
- Recommended changes or improvements in existing training processes as needed.
- Explained goals and expectations required of trainees.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
Trainer Assistant
Marriott INT
Omaha
- Supported trainers by preparing instructional materials and equipment.
- Monitored trainee progress and provided feedback during training activities.
- Maintained records of training sessions and participant evaluations accurately.
- Assisted in the development of training materials and resources.
on job trainer
Marriott INT
- Evaluated training effectiveness through feedback and assessments or new hires.
- Provided guidance and support on how to use newly introduced technology reservation systems.
- Provided feedback, coaching to new hires regarding their job performance.
Education
United States Air Force
San Angelo, TX05.1987
Computer and Information Systems
DeVry University
Irving, TX01.1966
General Studies
University of Nebraska At Omaha
Omaha, NESkills
- Customer service
- Troubleshooting processes
- Technical documentation
- Claims processing
- CRM software
- Customer retention
- Customer support
- Effective communication
- Conflict resolution
- Team collaboration
- Performance evaluation
- Attention to detail
- Communication skills
Accomplishments
- Top Pride earner 1996 1997 1998
- Million dollar club 1997 1996
Timeline
Lead/Teck Associate
Marriott INT
09.1996 - Current
Trainer
Marriott INT
Trainer Assistant
Marriott INT
on job trainer
Marriott INT
United States Air Force
Computer and Information Systems
DeVry University
General Studies
University of Nebraska At Omaha