Training and Service Delivery Supervisor at Vision Service Plan
November 2008 - April 2012
Strategic Leader with the ability to unite employees at all levels to reach new heights in behavior, performance, and autonomy. Enthusiastic Motivator with a career specialized in training, sales and call center team management. Managed a team of customer service
representatives and trainers for the Eastern Operations Center. Provided feedback and
coaching for team members on quality, productivity and personal branding. Supported and
mentored trainers in their tasks with special attention to enhancing the employee experience,
student information retention and performance. Consulted with all levels of mangagement
and the trainer/developer to determine proper mode of training delivery in support of
strategic goals in the call center. Demonstrated abilty to successfully turn current project on
a dime when circumstances required a change in resources, time, or content. Coached
trainers in maintaining control and leadership in the classroom including addressing
challenging situations that require immediate action that supports VSPâs Mission, Vision,
Values and Goals. Reported training results, implemented progressive discipline as
necessary, tracked plus/delta behaviors in the new hire classroom. Provided behavior
reporting future supervisor to aid in transistion to the new hireâs permanent team. Performed
needs assessment and devolops project plan for new training initiatives.
Customer Relations Representative at Bath and Body Works
October 2008 - November 2008
**Contract Position** E-mail Representative.
Conducted e-mail correspondernce with customers from various sources. Answered
questions, offered compensation, called customer directly to negotiate solutions. Processed
114-130 inquiries a day. Often assigned to back-up queues to clear them.
Customer Service Trainer at Teleperformance
May 2008 - July 2008
Trainer of new hires in an in-bound call center. Instructed
employees in the art of front-line customer service, client product line, use of online
resources and tools as well as time management skills. Provided feedback to partner
company curriculum creator on effectiveness of training materials, content and organization.
Monitored productivity and application of training by new hires, provided coaching and
mentoring to new hires, matrix tracking measurement and feedback to new hires and their
supervisors. Ensured that class progressed productively according to timeline. Effectively
interfaced with business partner to provide outstanding results.
Realtor® at Real Living HER
June 2006 - April 2008
Real Estate Sales in Franklin, Delaware, and Licking Counties, focusing in the downtown neighborhoods of Merion Village, Italian Village, Olde Towne East, Woodland Park, Old Oaks,Westerville, Worthington, Grove City, Reynoldsburg, Galloway, Clintonville, Grandview Heights, Upper Arlington, and the newly developed Downtown District.
Builder Sales at Best Buy
August 2005 - May 2006
Builder Channel, outside sales. Sales of low-voltage wiring options to new homebuyers in the builder design centers. Prospected and sold to new builders in the market. Managed the relationship between Best Buy and the builder partners for maximum return for both parties. Consulted with construction supervisors, design center manager, and installers for outstanding service. Conducted education seminars for customers and builder partners in the area of home theatre, music, security, central vacuum, computer networking, and intercom. Self-starter in a home-based office.
Supervisor at Verizon Wireless
January 2002 - June 2005
Wireless telecommunications company, with offices nationwide. Coached, mentored and managed a team of 12-14 customer care representatives in an incoming call center. Coached representatives to quality standards, statistical adherence, and career progression. Communicated and modeled company Key Performance Indicators, Code of Conduct, and Churn Reduction. Took calls from escalated customers, monitored calls, prepared reports monthly and quarterly as to performance of team and individuals. Trained new hires in the areas of attendance policy, dress code, and Code of Conduct. Chair of the Courtesy faction of the Quality Improvement Committee, creator and project manager for 2002 incentive program for care representatives. Assisted in the behavior based interview process. Implemented performance improvement and disciplinary process as necessary.
Trainer at InChord Communications
August 1998 - September 2001
Parent company to a group of communications and advertising companies specializing in the pharmaceutical products market. Trainer of Microsoft applications to the employee population. Only Trainer position in company. Created, wrote and delivered classes in MS Office apps and other company initiatives, including MS PowerPoint applications built by Blue Diesel for use by inChord Communications. Collaborated with the company help desk to determine training needs and type of delivery and support materials necessary. Trained all incoming employees on the use of the PC or MAC for greatest productivity using MS Outlook, Windows NT, Mac operating system, and the company Intranet. Editor of employee manual for the company. Provided fb to product managers of internal applications from classes and support calls. Offered and implemented solutions to reported problems using MS Project. Provided one-on-one training support to employees to ensure their understanding and proficiency.