John Owens

* *** Atkinson Drive, Griffin, GA ****3 678-***-****) acvua6@r.postjobfree.com

CORPORATE TRAINER & PROJECT MANAGER

Over 7 years of success in providing effective leadership and training development, course design, training delivery, and the coordination of business and technical training course deliverables.

Adept at training employees to boost levels of customer satisfaction at retention through use of effective communication techniques and successful handling of escalations.

As a result of my training classes, tech support and customer service error rate saw a marked decrease.

Ability to restructure a team or department to enhance productivity and select the recruits who will best contribute to the company’s positive image and standing with customers.

Solid experience with employee training, company projection, hiring, and tools to maximize employee productivity.

Core Strengths

Team Leadership

Management Consulting

Employee Training

Training Development

Course Design, Coordination, & Development

Project Management

Employee Motivation and Productivity

Public Speaking

Self-Starter/Creative Thinker

Interpersonal/Customer Service Skills

Building & Nurturing Team Relationships

Customer Relationship Management

CAREER EXPERIENCE

People & Co. and Henley Business School, Malta

Management Consultant, Public Speaker and Course Trainer 2010 – 2015

Taught ‘The Ultimate Communicator’, proprietary training course developed by me for anyone working in a team environment (particularly sales, customer service, tech support, and marketing people, as well as team managers) and is geared to assist with both professional and personal development goals. Course is designed to effectively increase rate of employee motivation and skills handling escalated calls faster, while enabling an optimal customer relationship management environment, as well as enhancing customer satisfaction and retention. A department’s efficiency and fluid team operations are thus maximized.

Guest speaker at events organized for MBA students and executives.

Life & Career coach

Public Speaker, Workshop Developer, One-on-One Mind Coaching 2003 – 2016

Personal and career coaching and mentoring, providing practical tools for motivation, drive, and professional development.

Workshop and Seminar delivery on the subjects of handling emotions and pursuing goals.

Worked with CEOs of small and medium sized businesses to assist with employee training, company projection, hiring, and employee productivity and maintenance.

Worked with professional and semi-professional athletes as mind coach to assist them in setting new record goals. Clients went on to compete, win medals, and break records in the NBA, European soccer teams, and international events such as the Junior Olympics (Nanjing China), the Fina World Championship (Kazan, Russia), the Small Nations Games (Cyprus), Gold Coast Marathon (Australia), 34th Meeting National du Chamalieres-Montferrand (France).

Bellsouth Mobility/Cingular Wireless, Atlanta, GA

National Tech Support Operations Manager 2000 – 2003

Technical Analyst 1998 – 2000

Technical Support Specialist II 1996 – 1998

Customer Service Assistant Manager 1994 – 1996

NATIONAL TECH SUPPORT OPERATIONS MANAGER:

Handled the nationwide tech support daily operations of Cingular Wireless. Under my tenure, the department increased the number of resolved tech support calls at a 50%+ faster rate.

Effectively managed 15 direct reports daily and served as proxy director for over 300 employees.

Lead for all tech support departments in the country and handled all escalations from all Cingular tech support departments, in addition to managing a team of people. Successfully managed department with a dramatic increase in closed escalation cases in a year. Solely handled the escalated calls from overseas.

Project Manager: Managed all incoming technical projects for the department – oversaw 52 nationwide applications that covered company operations all across the United States as the national tech support liaison to the national IT department. Coordinated all Bell computer systems: BellSouth Mobility, Southwestern Bell, Pacific Bell, and other third party Bell Companies.

Built a new team/division for the company, not just through hiring of new recruits, but also restructured the department to better manage the workflow; Interviewed new applicants.

Network Analyst: Installed software, assisted in networked computers, monitors and printers; assisted I.T and engineering departments around the country when different applications/hardware malfunctioned.

Business Analyst: Worked with developers/ technical writers/I.T. on developing new applications/manuals; analyzed engineering data for executive reports; point of contact for executives on new directions of the department.

Trainer/Instructor: Facilitated classes for incoming Technical Specialists.

TECHNICAL ANALYST:

Developed and delivered technical training Seminars; Provided assistance and coaching for Technical Support Specialists I/II.

Relieved Technical Support Managers in their absence; Assisted manager in recruiting and hiring process.

Resolved escalated customer technical complaints.

Provided project support as required by Engineering and assisted in new technology testing.

Researched, developed, and published manuals for the purpose of informing Technical Support Specialists of system enhancements and new technologies.

TECHNICAL SUPPORT SPECIALIST II:

Interfaced with RF and Field engineers to isolate and rectify system problems.

Provided support for Emerging technologies such as Prepaid Cellular, RF fingerprinting, Authentication.

Assisted in training of new technical support employees.

CUSTOMER SERVICE ASSISTANT MANAGER:

Determined corrective action to resolve billing issues.

Interfaced with various internal support staff and outside companies to resolve customer related problems.

Prior Work History:

JC Penney, Atlanta, GA – Credit and Catalogue Representative

Atlanta Auto Auction, atlanta, GA – Fleet Lease Coordinator

EDUCATION

Sheila Lowe & Associates – Gestalt Method Graphologist

Hypnosis Motivation Institute – Certified Clinical Hypnotherapist

Georgia State University, Atlanta, Georgia – Psychology/Business

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