Customer Service Training

Joseph Schoen Jr

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

Clarkston, Georgia 30021

Cell: 404-***-****

E-Mail: *******@*****.***

PROFESSIONAL EXPERIENCE

Stone Mountain Park

Stone Mountain, Georgia

Human Resource Trainer April 2008 - Present

. Conducts New Employee Orientation, and Customer Service

Training for all new Stone Mountain Park Employees

Georgia Department of Revenue

Atlanta, Georgia

Training and Development Specialist (AL) February 2006 - July 2011

. Training Coordinator in the development, implementation and

facilitation of training for a new integrated tax system,

with an outside software vendor; FAST Enterprises

. Conducted New Employee Orientation for all new Department

of Revenue employees

. Conducted monthly training on five Department of Revenue

Systems

. Conducted training on Microsoft Office Word, Excel and

Power Point

. Assessed training and development needs and ensured all

training provided was appropriate, job-relevant and sound

. Established format and teaching program design

. Planed, developed, secured and produced various training

courses as needed

. Supervised and coordinated the establishment and

implementation of procedures for evaluating staff training

courses

. Assisted in the formulation, interpretation, implementation

and review of policies and procedures to ensure the

delivery of education/training services to all personnel

Georgia Department of Revenue

Atlanta, Georgia

Problem Resolution Specialist July 2004 - February 2006

. Developed and facilitated training for five Department of

Revenue Systems

. Maintained a consistent, high quality customer service

when conducting investigations of unusual, non-routine, or

complex issues which have not been satisfactorily addressed

through other departmental channels

. Maintained knowledge of tax laws and departmental

processing procedures, rules and regulations

. Documented and notified appropriate personnel of errors

caused by procedural or system problems

. Performed quality assurance on a routine basis and prepared

and maintained a variety of reports, correspondence, forms,

statistical data as needed pertaining to taxpayers and

problems handled

Georgia Department of Revenue

Atlanta, Georgia

Call Center Manager February 1997 - July 2004

. Developed and facilitated the Systems and Customer Service

Training of all new Call Center staff

. Developed Customer Service Training with an outside vendor

for Department of Revenue Employees, and facilitated the

training of all employees in the Taxpayer Accounting

Division Call Center

. Evaluated work of multiple work units for compliance with

standards

. Managed, planned and organized Call Center with 80

employees, through subordinate supervisors, for the

Taxpayer Services Division of the Georgia Department of

Revenue

. Selected supervisory personnel, and established and

administered office policies and procedures

. Kept subordinates apprised of statutory and policy and

procedural changes and implemented management directives

within the unit

. Evaluated the performance of subordinate line and staff

personnel; reviewed and evaluated recommendations for

policy and procedural changes; and implemented manpower

utilization and workflow and distribution changes

. Communicated with each Department of Revenue Division to

assure that all work is accomplished efficiently

. Worked closely with the Division Director in analyzing the

Department's needs, and prepared budget proposals for

material, equipment and personnel costs

EDUCATION

Towson State University 1981 - 1983

Major, Theater

TECHNICAL SKILLS

20+ years Customer Service

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)

Certified "7 Habits of Highly Effective People" Trainer

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate