Training Customer

STEVEN SELLS

Experience

****-******* ******* ******** ******, Ohio

Business Process Analyst Coordinator 2008-Present

Conduct audits of call center-generated transactions for the

purpose of supporting the Sarbanes Oxley quarterly assessments

in order to determine if the proper policies and procedures were

followed in regards to issuing credits and debits.

Audit Direct Fulfillment orders in order to resolve customer and

control issues relating to missing customer shipments and return

discrepancies. Followed a disciplined set of requirements to

address the required number of transaction tests within a given

period, while maintaining a high accuracy level to assure

quality and consistency.

Conduct reviews to assess the previous audits and assist in

determining the need for altered testing procedures making

adjustments as directed by the Supervisor of the department to

align with team direction.

. Coordinated transition of email system and database to a more

efficient management system.

. Ability to meet strict deadlines per directive while managing multiple

projects with little oversight.

. Proactively identify potential problems with various processes.

Recommend and assist in implementation of improvements.

. Effectively use investigative and auditing skills in regards to

projects requiring data mining.

. Proven analytical skills and proficiency with statistical operations.

National Strategic Accounts Coordinator 2005-2008

Acted as lead liaison and primary contact for several

consolidated corporate accounts. Responsible for managing

various areas for each account such as billing, equipment

orders, sales, and problem resolution. Initiated

interdepartmental interactions and cooperation in order to

assist and fulfill customer's requests and needs quickly.

Responsible for accurate and timely management of billing

information, creating billing hierarchies, processing purchase

orders, billing analysis and order management processes.

Responsible for the negotiation on behalf of the customer in

regards to escalations as well as problem resolution of order

and billing disputes.

. Assisted employees with low-level HR assistance regarding career

development, benefits planning, and educational enrichment.

. Assisted in BETA testing several applications with IT and consultants and

assisted in implementation into production.

. Exceeded departments work output expectations for 2006 as well as 2007

. Exceeded departments work output accuracy targets 95% of the time for

2006 and 2007.

. Supported corporate model of teamwork initiatives by providing peer-to-

supervisor training as well as peer-to-peer training.

. Served as subject matter expert for department regarding peer-to-peer

training classes.

Technical Support Level 2 Coordinator 2004-2005

Facilitated new hire training classes as well as conducted on-

going training classes for current employees to improve,

enhance, and to keep abreast of new methods and procedures to

ensure peak job performance. Assisted in training and procedure

development to reduce the percentage of escalated customer

calls. Actively identified negative trends and initiated

corrective measures to prevent said trends. Provided interim

supervisory duties by taking escalated calls from customer

service and technical support teams to bring about a resolution

that was fiscally responsible for the company as well as being

fair to the customer. Responsible for auditing account credits

and debits to insure accuracy of calculations and to also insure

that proper justification and reasoning was given for account

actions.

. Supported corporate model of teamwork initiatives by providing inter-

departmental assistance with workload completion.

. Supported corporate model of teamwork initiatives by cross training other

associates within the departments.

. Facilitated calibration meetings in regards to work quality issues as

well as overall review of general department metrics.

. Developed procedural improvements to improve department quarterly and

yearly objectives.

. Provided one point/first call resolution for customers creating a minimum

of escalations and increasing department call resolution statistics.

Senior Customer Care Representative 2003-2004

Daily tasks included negotiation & problem resolution for customers.

Handled situations that required adaptation of response or

extensive research. Regularly relied upon to provide resolutions to

escalated calls and unusual problems. Assessed needs and suggested

alternative products and services. Provided guidance and on the job

training to less experienced associates. Listened to internal and

external customers and communicated extremely complex and technical

answers clearly and concisely, adjusting language and terminology to

the needs of the audience. Used appropriate interpersonal styles

and methods to inspire and guide peers towards improvement and

achievement of department goals. Support and facilitate the

development of others' knowledge and skills providing timely

feedback and guidance.

2001-2003 Nasr Imports Columbus, Ohio

Executive Assistant

Independently carried out various office duties such as word

processing, filing, record keeping/data management, purchasing,

switchboard operator, and assisting with staff and customers' needs.

Managed and scheduled appointment calendars for senior staff.

Assembled independent reports and correlated complex data for

various reports and presentations for senior staff via several

reporting features and in house data modules. Processed and managed

all payroll for the office. Managed, arranged, and processed all

travel requests insuring that accommodations being requested

followed policy and procedure.

. Decreased all travel expense 20% by modifying existing accommodation

contracts.

. Decreased general office supply expenses 31% by negotiating lower

contract prices through various vendors for all office supplies and office

materials.

. Created and provided cohesive budget tracking and reporting tools capable

of giving line item to line item, month to month, quarter to quarter, and

fiscal year to fiscal year comparative budget data.

2000-2001 The Ohio State University Columbus, Ohio

Enrollment Specialist

Assisted new and existing students with applications by determining

proper enrollment unit for new admissions as well as post-

undergraduate and pre-graduate candidates. Assigned proper ranking

of students for registration and academic advising. Assisted

students with registration of classes and provided information on

curriculum offered by Continuing Education. Regularly generated

advising reports and degree audits for department review.

Responsible for managing and scheduling all student workers for the

department. Organized and provided resource materials. Represented

the department at career fairs and benefit fairs. Maintained

departments database of students appointments for advisors and

department orientation.

. Created and provided comparative reporting tools to track enrollment from

quarter to quarter and year to year.

. Provided enrollment statistics, comparative enrollment statistics, as

well as data on students enrolled at beginning of quarter vs. students

still enrolled at the end of the quarter.

. Maintained and provided grade reporting and tracking tools for Faculty.

. Maintained and updated all grade records for filing and record keeping.

Education and training

Penn State University - Undergraduate Certificate in Labor and Industrial Relations

(GPA 3.59)

Capital University - B.A. in Political Science (Pre-Law concentration) (GPA 3.766

Pi Sigma Alpha/Honor Society for Political Science Majors)

American Public University - M.A. in Political Science (in progress)

Corporate Training - Supervisor training seminars, Train the Trainer, Mentoring New

Hires, Dealing with Difficult People, Coaching for Success and Civil Treatment for

Employees.

computer skills

Telecommunication Systems - EWI, Netace, Kana, New breed, ACSS, Vision,

MARS, Octel Voicemail Systems, MTAS, Remedy Troubleshooting Ticketing System, DOLAR.

Software Systems - Microsoft Office Suite (Access, Excel, Power Point, Word)

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