BROOKS SORENSEN

acowwr@r.postjobfree.com

801-***-****

Delivering Leadership, Accountability, and Excellence

LEADERSHIP AND OPERATIONS MANAGEMENT TRAINING

Dedicated leader with over 9 years of proven results using operational and

leadership strengths to solve specific and measurable needs for complex

organizations through the training, development, and engagement of

associates.

KEY STRENGTHS

Strategic Project Management . Directing Others . Technical Aptitude .

Developing Direct Reports .

Managerial Courage . Problem Solving . Drive for Results . Building

Effective Teams . Root Cause Analysis

CORE COMPETENCIES

V Results-driven with exceptional practical judgment and memory for

details with skills in developing process improvement, team building,

and curriculum development.

V Known analyst who transforms data analysis into workable solutions and

benchmarks for performance against key operational objectives.

V Expertise in management with extensive scope of responsibility and

proven track-record of delivering optimal results in a high growth

environment that exceeds operational goals and yields measurable

outcomes.

V Strong operational process improvement background through effective

cost reduction, tactical planning, productivity gain, and revenue

growth strategies.

V Solid communication skills, both oral and written. Ability to build

relationships of trust with leaders.

V Advanced expertise working with computer software including, MS office

(Word, Excel, PowerPoint), Windows and Mac operating systems.

PROFESSIONAL PROFILE

Black Turtle Services, Layton, UT

Nov 2013-Present

Training Specialist -CMS (Affordable Care Act)

. Directed and facilitated the training of CSR's for the Affordable Care

Act.

. Developed and implemented an evaluation form to evaluate the

performance of each trainer.

. Created and maintained a spreadsheet to track each training class and

its participants.

. Demonstrated effective leadership by spearheading several new

projects, such as, a nesting program, additional trainings for

trainers and supervisors, and additional continuing education courses.

Convergys, Taylorsville, UT/Cedar City, UT

Jan 2013-Nov 2013

Training Manager-AT&T Mobility Sales and Service

. Assessed organizational needs and collaborated with HR and Operations

leadership to develop solutions related to culture, associate

performance, and leadership development.

. Directed the activities of 10 training professionals in the design,

implementation, and evaluation of training programs to increase

leadership and work skills.

. Created additional training material such as, games, puzzles, role

play scenarios, workshops, and assessment reviews.

. Developed and implemented an evaluation form to evaluate the

performance of each trainer.

. Developed an effective training and development program using a

combination of case studies, on the job learning, classroom training

and coaching.

Training Specialist-AT&T Mobility Sales and Service

. Directed and facilitated the training of new hire customer service

representatives and new hire technical support analysts.

. Utilized training tools to create an optimal learning environment for

agents, associate trainers, and operational staff.

. Developed and applied training techniques, materials and tools to

ensure the most vital information was delivered to the learners.

. Facilitated, organized, and developed train the trainer and effective

management trainings. Directed additional customer service trainings

and techniques.

Bluehost, Provo, UT

Dec 2010-Jan 2013

Technical Support Specialist/Training Specialist

. Resolved customer interactions and requests via phone, email and chat.

. Gained experience on website protocols, Operating System functions,

and basic networking.

. Ensured workstations were functional and were optimized for employee

performance.

. Gained advanced knowledge of Microsoft office and built tools that

were used in real world applications.

. Demonstrated effective leadership by training new technical support

specialists.

. Increased website hosting reseller accounts by over 7% in 3 months.

Vangent Inc, Sandy, UT

Sep 2009-Nov 2010

Service Quality Assurance Manager-2010 U.S. Census

. Assumed full responsibility for managing quality assurance for 2

projects.

. Directed and developed up to 100 quality assurance analysts, and 4

quality assurance supervisors.

. Oversaw all daily operations to meet service level agreements and key

performance indicators. Monitored employee performance and developed

effective scorecards to provide performance reviews.

. Developed additional reporting and operational tools in Excel to

provide more accurate and complete data to our client.

. Coached, motivated and developed analysts and supervisors to ensure

daily/weekly service level agreements were met and/or exceeded.

Convergys, Taylorsville, UT/Orem, UT

Jan 2005-Aug 2009

Operations Manager-AT&T EVPN project

. Directed and managed up to 50 engineers and 4 technical supervisors

which were responsible for Enterprise Virtual Private Networking, and

Data and Acceptance engineering for our client.

. Facilitated meetings with site leaders, senior operations managers,

training managers, and client services to discuss daily numbers,

operational developments and to discuss discipline/counseling reports.

. Organized and participated in daily conference calls with the client

to report daily/weekly activities, trends and root cause analysis.

. Utilized troubleshooting techniques to diagnose and repair software

inconsistencies, hardware incompatibilities, and user error.

Training Specialist/Senior Trainer-DirecTV project/United Healthcare

. Directed and facilitated the training of new customer service

representatives, technical support analysts, and international

language group specialists.

. Facilitated or directed over 20 training classes, both new hire

training and continuing education.

. Traveled and facilitated at several different sites to launch new

projects, develop and distribute new training materials, and acted as

company liaison to multiple clients, vendors and sites.

. Developed and applied training techniques, materials and tools to

ensure the most vital information was delivered to the learners.

Operations Supervisor-DirecTV project

. Directed and managed up to 25 call center agents, in the DirecTV

customer service department.

. Created and delivered monthly, quarterly, and yearly scorecards and

evaluations on each agent.

. Utilized effective time management to ensure the needs of the business

were met.

. Responsible for on-boarding and integrating new supervisors onto the

team and evaluate and report on their performance.

. Facilitated meetings with operations managers, training managers, and

site leaders to discuss any new operational trends or behaviors that

need to be addressed.

. Coached and tracked agent performance and utilized that data to stack

rank each employee for business purposes. Coached agents effectively

to motivate and increase team morale and agent productivity.

CERTIFICATIONS

Supervisor 101 - Convergys Corp

Supervisor 101 Master Trainer - Convergys Corp

Training 101 - Convergys Corp

Training 101 Master Trainer - Convergys Corp

LEAP Coaching Techniques - Convergys Corp

Experiential Learning Management (ELM) - Convergys Corp

Effective leadership and coaching - Black Turtle Services

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