Shatika Brady

**** ****** ***** ****

Nashville, TN 37207

615-***-****

acdqjq@r.postjobfree.com

Summary of Qualifications

Solution-oriented and results driven with a drive to achieve bottom-line results within a learning

organization Senior Trainer with experience as a strategic member of a learning organization. Strong

business background acquired through learning and development from various departments, such as

customer service and financial services. A visionary with the ability to serve as a catalyst for training

needs and assessment that will include monthly and ongoing education needs for the Financial Services

Department. Able to establish rapport and creditability with diverse groups ranging from frontline

employees to members of senior management.

Professional Experience

Verizon Wireless

Sr. Trainer Financial Services Franklin, Tennessee June 2009- Present

Facilitate New Hire and Embedded Base Training for Customer Financial Services Department

• Facilitated New Hire training that department wide training with representatives meeting over

2,000 per hr within their first month of service with the organization.

• Effectively coach and develop employees to successfully meet/exceed outline objectives, peer-to-

peer coaching, working to increase bottom 20% of representatives to achieve performance

scorecard measures.

• Facilitated Collections to COOS CACS Recovery Training to improve efficiencies for Written Off

Accounts and to lower Bad Debt

• Facilitated and restructured Risk Management for Customer Financial Services and Vantage that

allowed representatives to increase Promise to Pay Taken, Promise to Pay Kept percentages by

10% and increased overall Quality Assurance Results

• Serve as Training Liaison for Customer Financial Services and Curriculum Developers

• Research and develop material for the Customer Financial Services that meets the need of the

stakeholders and is relevant to achieve a Net Promoter Experience.

• Conduct performance consultations for representations to improve individual, team, and center

results

• Identify operational efficiencies and ways to improve process and effectiveness of various

programs

• Served a Point of Contact for Strategic Partner Vantage to improve efficiencies for the frontline

representatives and Supervisors for coaching opportunities.

Verizon Wireless

Quality Coordinator CFS Franklin, Tennessee December 2006-June 2009

• Monitor and provide written feedback for representatives to ensure quality customer service is

provided to our customers Led Customer Service Department through a comprehensive redesign

through needs analysis

• Evaluate representatives performance through Coaching Sessions

• Facilitate Quality Calibrations with internal supervisors to ensure scoring consistency

• Act as Point of Contact in Supervisors Absence

• Trending and Analysis for AD teams and provide recommendations and solutions to change

behaviors Effectively coach and assist representatives to increase performance goals

Verizon Wireless

Senior Representative CFS Franklin, Tennessee December 2004-June 2006

• Receive and make outbound calls to customers to provide assistance with financial assistance

such as setting payment arrangements.

• Assist Representatives with escalated calls and call control.

• Worked with multiple billing systems and tracking systems: ACSS, CACS, Vision, and Info

Manager

• Recognized for consistently meeting and exceeding quarterly goals and customer satisfaction.

Professional Experience (Continued)

Sprint PCS

Lead /Customer Service Representative III Nashville, Tennessee June 2001-December 2004

Provide customer service by resolving inquires regarding billing and equipment, secondary level for

Technical Troubleshooting, special customer situations assistance for internal employees

• Received escalated calls, answered questions and help develop the specialist

• Work with network department to communicate and resolve service issues.

• Worked with multiple billing systems and tracking systems

• Analyze, research, and resolve billing issues, service, pricing and equipment inquiries, claims and

adjustments

• Conduct audits for stellar performance with on demand feedback to improve overall performance

of the team

• Complete trouble tickets for International Dialing issues

• Assisted in the reduction of the Average Handle Time to promote the World Class service

United Cellular

Store Manager Nashville, Tennessee August 1999-June 2001

Provided quality leadership, training, and guidance to a staff of 10-15 employees and ranked as one of the

top selling resellers for the entire organization.

• Improved Store close rate by 10 percent on a consistent basis

• Recruited, staffed, and trained team members with emphasis on customer service, merchandising,

sales and store image

• Monitored store level strengths, weaknesses, and identified competitive pressures to develop long

term merchandising strategies.

• Consistently improved customer satisfaction quotes on a monthly basis.

• Developed a new inventory program that was used to lower shrinkage for the South Area

Education

Bethel University

Masters of Education

Graduated May 2012

Bethel University

Masters of Business Administration Degree

Graduated September 2009

Bethel University Business Management/Organizational Development

Graduated December 2007

Certifications

GIFT (Guide, Instructor, Facilitator, Trainer) Certified- June 2009

Customer Financial Services-June 2010

Achieving Collections Excellence- August 2010

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