Fillable Printable Customer Service Resume Sample

Customer Service Resume Sample

TYRONE R. POWERS

Successful Manager | Results-driven Training Director | Telemarketing Expert

SUMMARY OF QUALIFICATIONS

Over 5 years’ customer service and management experience in call center operations.

Proficient educator and coach with ability to communicate clearly to any audience.

Superlative curriculum/program development and implementation skills.

Excellent multi-tasking abilities; quick and effective problem solver.



Highly adaptable; thrive on challenges and excel in new environments.

Able to produce positive results independently; extremely self-motivated.

Loyal and dependable, believing internal principles dictate performance.

PROFESSIONAL EXPERIENCE

BEST CORPORATION 1998 – Present

Training Director, Montego Bay, Jamaica, March 2003 – Present

Oversee all employee training and development for twin facility inbound/outbound call center

employing over 850 Telesales Representatives providing customer service and telemarketing

services. Supervise 2 Senior Trainers, 12 Trainers, and 7-member Quality Analysis department,

consistently ensuring program criteria and in-house standards are upheld. Coordinate with client

companies including AT&T, Citibank, Target, and Chase to develop and implement training

programs according to specific sales and service goals. Monitor staffing requirements, assigning

employees according to program goals while closely monitoring labor costs.

ACCOMPLISHMENTS:

•Designed and implemented new evaluation system measuring training retention of new

employees using spreadsheets to track performance during 3-5 day Nesting period.

•Created Trainer Certification program, greatly improving efficiency and morale through

example-based leadership, clear expectations, and individual accountability.

•Improved Contacts per Hour (CPH) and Sales Per Hour (SPH) performance of Telesales

Representatives while increasing nesting period graduation rate by 30% in only 2 months.

Training Manager, Lubbock, TX, February 2002 – March 2003

•Responsible for coaching and coordinating training teams for 10 call centers nationwide

including site in Lubbock with over 430 Marketing Representatives.

•Instilled loyalty and dedication to excellence with staff, decreasing Trainer turnover rate

from 60% upon taking position to 0% prior to promotion to Training Director.

•Received consistently positive feedback from clients and increased measurable class

retention rate by 30% over tenure.

Production Manager, February 2001 – February 2002

•Managed 4 Operations Team Leaders and oversaw own team, leading all staff to surpass

conversion goals and encouraging individual employee development.

(Best Corporation continued)

2116 Main Street

Lubbock, TX 79411

C: (876) 355 -5567

H: (806) 456 -5634

Kami R. Powers Page 2

Operations Team Leader June 2000 – February 2001

•Supervised 20-30-member Marketing Representative Teams, mentoring and developing

staff to successfully surpass performance goals.

Trainer, December 1999 – June 2000

•Trained over 3,000 new and existing Marketing Representatives and was responsible for

performance monitoring and evaluation during nesting periods of all new staff.

•Initially hired as Marketing Representative while still in high school, quickly promoted to

Trainer position after short time with company.

Awards:

•Achieving Company Excellence (ACE) Award, October 2001

•Going Extra Mile (GEM) Award, April 2000

•Operations Team Leader of the Month, November 1999

EDUCATION/CERTIFICATIONS

AMERICAN INTERCONTINENTAL UNIVERSITY, Hoffman Estates, IL,

Bachelor’s Degree in Business Administration, online, May 2004

SOUTH PLAINS COLLEGE, Levelland, TX

Key coursework in business management

Certified AT&T Trainer, June 2003

Certified Nextel Trainer, April 2004

COMPUTER SKILLS

MS Office ◦ ADE/Blackwolf Platform ◦ PeopleSoft ◦ Outbound Scheduling System (OSS)