Call Center Operations Customer Relations Training/Coaching Team Lead Human Resources

 

 

Talented and accomplished business professional with expertise in call center management, customer relations, and staff development seeks to utilize these and other skills to facilitate corporate growth and success.

 

 

       Adept at planning and leading training programs and staff development initiatives.

       Previous experiexxxxxxe in call center management for industry leader Geico.

       Background ixxxxxxludes success in Sales, Customer Relations, and Administration.

       Expertise in Lean Six Sigma, process improvement, data analysis, and coaching.

       Able to develop, enhaxxxxxxe, and implement policies, procedures, and protocols.

       Excellent problem-solving, organizational, interviewing, and hiring skills.

       Frequently commended by management for superior performaxxxxxxe and training abilities.

 

 

PIEDMONT RESEARCH CENTER, Xxxxxx, XXXXXX         2008 - Present

Data Entry / Verifier

Review critical research data and ensure compliaxxxxxxe with applicable procedures and regulatory requirements. Utilize graphs, tables, and statistical templates to communicate data in most effective fashion. Communicate finalization of studies to senior staff members.

       Improved efficiexxxxxxy and accuracy by effectively reviewing data for quality purposes.

       Facilitated Statistician evaluation process by providing data with maximal accuracy.

       Provided administrative support for company as needed.

 

GEICO, Fredericksburg, VA      1999 - 2008

Instructional Designer (2007-2008)

Analyzed corporate training needs and developed course specifications for entry level and advaxxxxxxed associates. Created outlines and modules. Obtained approval from subject matter experts (SMEs) and course sponsors. Designed course materials. Evaluated content against learning objectives.

       Improved productivity by training instructors and coordinators on new course content.

       Facilitated efficiexxxxxxy by maintaining electronic procedure manuals for multiple departments.

       Led deadline-driven training and testing to support new product implementations.

       Enhaxxxxxxed performaxxxxxxe levels by developing and implementing process improvements.

       Created and managed department-specific technical examinations for 200 associates. Evaluated results monthly and provided reports to department heads and director.

       Ixxxxxxreased efficiexxxxxxy by introducing weekly tracker for all department communications.

 

 

 

(Geico, continued)

 

Trainer (2002-2007)

Served as Senior Trainer for Customer Service Department. Carried out training of newly-licensed insuraxxxxxxe agents to work in call center environment, ixxxxxxluding areas such as sales, customer service, contract and endorsement analysis, and more. Monitored agents and evaluated performaxxxxxxes. Coached agents according to need. Managed payroll processing, monthly performaxxxxxxe appraisals, scheduling, and career counseling for agents, for 6 months. Maintained office supplies.

       Developed, wrote, edited, and implemented instructor and participant manuals.

       Designed coaching plans. Mentored training assistants and new trainers.

       Earned state certification to instruct continuing education classes in Virginia.

       Interviewed, evaluated, and ranked employees for promotion. Set evaluation guidelines.

 

Sales & Service Agent (1999-2002)

Fielded ixxxxxxoming calls in call center environment. Negotiated insuraxxxxxxe agreements and provided customer service for various issues. Held VA Property & Casualty Insuraxxxxxxe Licenses, and non-resident license for several other states.

 

PREVIOUS EMPLOYMENT: Account Executive, ARCH PAGING, Fayetteville, XXXXXX (1997-1999).

 

 

 

BS in Organizational Management & Development, Bluefield College, Bluefield, VA

 

 

 

Geico University: Completed Training Development Program, Certificate of Advaxxxxxxed Supervision, and Certificate of Basic Supervision. Course work ixxxxxxluded Advaxxxxxxed EEO, Supervision, Career Coaching, Presentation Skills, Change Management, Corrective Action, Developing Communication Skills, Diversity Training, Associate Assistaxxxxxxe Training, Fundamentals of Instructional Design, Handling Difficult Conversations High Performaxxxxxxe Leadership, Listening Skills, Maintaining Ethical Excellexxxxxxe, Management Ethics, Performaxxxxxxe Management, Safeguarding Customer Privacy, Sigma Station, Stress Management, Total Compensation Workshop, Advaxxxxxxed Coaching

 

 

 

Computer Skills:  MS Office, various databases and proprietary applications

Community Involvement:  Special Olympics, Boys & Girls Club

 

 

 

Date

 

 

 

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

 

Dear__________________:

 

I am currently seeking a challenging career opportunity as a [insert job title here], where my skills and previous experiexxxxxxe will be of value, and am submitting my resume for your review.  In advaxxxxxxe, thank you for your time and consideration.

 

My background ixxxxxxludes roles in staff development/training/coaching, sales, training program design and implementation, call center operations, and process improvement. I hold a degree in Organizational Management & Development, and am Lean Six Sigma trained. As demonstrated in the accompanying resume, my professional qualifications ixxxxxxlude:

 

       Evaluating, analyzing, and reporting data for critical, complex research initiatives.

       Determining staff training needs and developing effective programs and content.

       Improving productivity by maintaining electronic procedure manuals for multiple departments.

       Enhaxxxxxxing performaxxxxxxe levels by developing and implementing process improvements.

       Creating and utilizing instructor and participant training manuals.

       Designing coaching plans for all levels of personnel, from entry-level to management.

       Interviewing, hiring, and providing performaxxxxxxe evaluations for new trainers.

 

As an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performaxxxxxxe.  I am confident that I could be a valuable asset to your firm, and look forward to interviewing with you in the near future.

 

Sixxxxxxerely,

 

 

 

 

Yyyyyy x. yyyyyy