Customer Service Manager

William B. Turner

**** *********** **** *** *********, NV 89074

Home 702-***-**** Mobile 404-***-****

**********@*****.***

Dear Hiring Manager:

I am seeking a position where my knowledge, experience and standards of excellence will help your organization achieve its aspirations, while offering me career opportunities. Please find enclosed my resume for your review and evaluation.

I have extensive experience in Management of Personnel, Customer Service, Operations Management, Sales Management, Training/Development and Motivational/Inspirational Speaker, Electronics, Telecommunications and Equal Employment Opportunity (EEO). I have extensive experience in developing and delivering management, customer service, technical, electronics, telecommunications, EEO and Diversity training curriculums.

I have outstanding oral and written communications skills. I have excellent organizational, analytical and problem resolution skills.

I am confident my skills sets can be invaluable assets to your organization. I look forward to an opportunity to meet with you and provide details concerning my qualifications. Until then, I wish to express my appreciation in your review of my resume and prompt response.

Sincerely,

William B. Turner

Enclosure

WILLIAM B. TURNER

2553 Hummingbird Hill Ave Henderson, NV 89074

Hm 702-***-**** – Mobile 404-***-****

**********@*****.***

SUMMARY OF QUALIFICATIONS

Expansive experience in managing, researching, developing, and presenting technical, customer service and sales information to diverse audiences ranging in size from 15 to over 500 persons Administered assessments utilizing scatter grams and progress checks to evaluate the effectiveness of training programs and related materials Excellent time management, customer service, as well as oral and written communication skills.

PROFESSIONAL EXPERIENCE

Electronics Instructor Keesler Air Force Base Biloxi, MS 03/2011 – 09/2011

Planed and conducted classroom, laboratory, field instruction, computer base instructions and shop-type instruction sessions using a prepared lesson plan as a guide. Conducted classroom, laboratory and field instruction on electronic test equipment, satellite communications equipment and telecommunications equipment and theory. Instructed students through assigned blocks of instruction at the basic and/or advanced levels of instruction. Evaluated student’s progress and performance by maintaining, updating and developing training materials specific to assigned courses. Counseled failing students prepared narrative recommendations and resolved problems areas. Applied knowledge of principles, practice techniques of instruction, training aids, resource programs, policies, devices used in training programs and specialized knowledge of electronics, satellites and telecommunications. Demonstrated specific knowledge of instructional design materials, development of assigned courses and test and measurement principles, techniques and objectives. Served as a subject matter expert in development and revision of draft training materials. Maintained classroom discipline and ensured safety guidelines were followed.

Electronics Instructor Middle Georgia Technical College Warner Robins, GA 08/2009-Dec 2009

Instructed on the theory, operation, function, troubleshooting procedures, checks and adjustments, maintenance and repair of electronics systems and components calibrated and repaired by electronic maintenance occupations. Ensured that training products encompassed the full scope of operations at systems, subsystems, and component level troubleshooting procedures using diagnostic programs, built-in test equipment (BITE), and test measurement and diagnostic equipment. Lectured/Instructed government employees on Basic Electronic Test Equipment. Presented materials and instructed employees on basic theory of Electronic Math. Lectured employees on the theory of Semiconductor Troubleshooting, Circuits Troubleshooting and Digital Systems. Demonstrated and performed procedures to employees on the use and operation of electronic test equipment during lab sessions. Instructed employees on how to read/use schematic diagrams, hand tools, measuring instruments and test equipment. Lectured on and demonstrated the use of computer-based instruction for assigned courses. Analyzed training materials to assure instructional techniques were effective and efficient. Evaluated student progress and performance and identified and counseled those students to help resolve any problem areas.

Call Center Trainer (AT&T) Teleworld Staffing, Inc. Las Vegas, NV 08/2007-09/2008

Provided professional development, design and implementation of classroom instruction to new hire Managers and Customer Service Associates (CSAs) to improve performance and efficiency. Provided accredited platform and practical instruction, utilizing technical knowledge of the methods and techniques of instruction and knowledge of the learning management system, blackboard training system, SMART Boards and Internet websites. Instructed training classes on internal and external customer service/support. Lectured personnel on documentation of customer files, operation of management systems and procedures for placing outbound calls. Conducted/Instructed classes on E-mail creation, DSL Physical line signal testing and modem/filter set-up. Lectured and demonstrated troubleshooting procedures on restoring Internet services, connectivity, and browser and modem troubleshooting. Administered and graded practice exercises and performance tests giving each student immediate feedback by counseling sessions based on results of measurement.

William B. Turner

Corporate Trainer Educational Resources, Inc. Atlanta, GA 10/2006-06/2007

Delivered instructor lead training courses for in house employees/customers and delivered web based training courses for Small Business teams. Maintained accurate training metrics and analyzed the data to form fact based conclusions which were used to improve the content and future delivery of the material. Instructed/Administered premium and non-technical customized training courses to corporate businesses and working adults. Presented lectures on workplace, customer contact, personal development, and telecom non-technical courses. Lectured instruction on computer networking, technical math, electricity, electronics and digital logic skills technical courses. Administered written test to evaluate the effectiveness of the courses/materials presented.

Mortgage Loan Officer All Fund Mortgage Company Atlanta, GA 01/2003-09/2006

Communicated/Interviewed residential personnel in the Atlanta, Georgia area to attract new mortgage loan applications. Reviewed loan applications and supporting documentation for completeness and accuracy. Approved mortgage loans within business and industry standards, and monitored collection and verification of loan documentation. Maintained current knowledge of the mortgage industry to achieve company’s goals and objectives.

Network Manager/Instructor Developer Bellsouth Atlanta, GA 10/1999-12/2002

Managed a team of 15 Multimedia Technicians (MT’s) for a telecommunications company in a call center environment provisioning telecommunications products. Managed the provisioning of ATM, ADSL, SONET rings, DSL, and Frame Relay products for customers ordering phone communications through Bellsouth. Monitored MT’s performance and customers networks to ensure network availability to all system users.

Instructed Management/Corporate personnel on the use of the Legacy Application System. Lectured/Demonstrated the theory/use of WFA Systems Applications. Analyzed the needs of each training project to select the most cost-effective method to accomplish training objectives. Developed necessary subject matter expertise through research, analysis and interviews with target audience and subject mater experts. Evaluated and supervised outside venders to develop training for projects of special needs. Developed customize training plans to overcome skill deficiencies and achieve desire performance levels.

Senior Enlisted Manager of Personnel/ Senior Electronics Instructor US Army 12/1976-05/1999

Senior Enlisted Manager of Personnel: Managed human resources activities, policies, procedures, and programs for a military organization. Managed activities relating to staffing, employee education and training, management development, labor relations, affirmative action, benefits administration, salary administration and retention of personnel. Planned and conducted new employee orientation to foster positive attitude toward company goals. Managed Training Instructors, Cadre and Administrative Personnel for a military company consisting of over 500 personnel. Senior Electronics Instructor: Trained US and International students on the Theory, Calibration/Repair of Precision Test Measurement and Diagnostic Equipment (TMDE) during classroom and laboratory sessions. Planned and conducted classroom, laboratory, and shop-type instruction sessions. Applied specialized subject matter knowledge in course instruction. Instructed all phases of AC/DC electronics, Basic and Advanced theory and circuits. During lab sessions, instructed/demonstrated the use and performance of electronic equipment. Monitored and identified each failing student and prepared an effective narrative recommendation and course of action.

EDUCATION AND DEVELOPMENT

• Bachelor of Science Degree, Human Resource, The University of New York Excelsior College

• Basic Instructor Course, Keesler Air Force Base, Biloxi, MS, Apr – May 2011

• Technical Instructor Course, Lowry Air Force Base, Denver, CO, Apr – May 1984

• Numerous Manager Supervisor/Technical Courses, U.S. Army, Dec 1976 – May 1999

TECHNOLOGIES

MS Word MS Excel MS Power Point MS Access

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