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)