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Debra Corder

Engaging employees through training, coaching, mentoring.

 

Debra Corder is an experienced customer service manager and training professional seeking a challenging position where she can make a difference. Debra's passion is customer service. As a talented mentor and coach, she provides outstanding feedback and support to empower each employee regardless of job description, so that they are more confident, happy and effective in their role.  Debra's qualifications include outstanding training and development capabilities, conducting needs assessments, tracking and reporting results  and the ability to professionally interface with all levels of your company.  Utilizing adult learning practices, Debra Corder achieves results that make your employees more engaged, capable and productive – while making the experience enjoyable for all participants.  In addition, she is a seasoned writer and documentation specialist with experience creating and maintaining operations manuals and delivering employee communication strategically with a practiced eye on timing, positive impact and gaining buy-in.  You’ll find Debra flexible; she readily and enthusiastically adjusts to changing needs of company initiatives.

 

Debra Corder's Background

Debra Corder's Experience

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 VSP’s 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 hire’s 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.

Debra Corder's Education

The Ohio State University

1977 – 1979

Concentration: Communications


Columbus College of Art & Design

1976 – 1977

Concentration: Fine Arts


Debra Corder's Interests & Activities

The Haromony Project: www.harmonyproject.com. The Harmony Project is more than just a choir. It is a diverse collective of individuals with a dazzling array of abilities, life stories and dreams, each with a desire to serve. The Harmony Project is the art of community.

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