Customer Service Manager
Resume:
Keller, TX *****
Crystal L. McHenry-Thomas ********@***.***
PROFESSIONAL EXPERIENCE
Director of Learning and Development, September 2005 – December 2008
• Responsible for program materials design, training, communications, vendor management, and process design and
deployment, for call center/learning programs in global locations including the United States, Philippines, and India
• Designed and delivered multiple consumer sales programs for tangible and intangible goods
• Defined training curriculum and delivery processes for all management levels across multiple clients and lines of business
• Partnered with client, vendors, and internal teams to define training and quality needs and track impact on performance in a
“brick and mortar” or Home Based Agent environment
• Met key operational objectives for customer service, quality, reporting, and budget
Training Manager, August 1996 – September 2005
Training and Development
• Conducted needs/gap analysis and developed training curriculums for topics ranging from new systems to consultative
selling
• Managed development, testing, scheduling and delivery of domestic/international instructor-led and online simulation
courses
Communication Planning and Execution
• Analyzed audiences, developed communication strategies and executed plans to achieve goals
• Created executive and employee communications and facilitated senior level buy-in programs
Sponsorship and Change Navigation
• Performed change readiness analysis and set the foundation for understanding, involvement and ultimate acceptance of
business changes
• Identified and mobilized networks of senior executives and key managers to champion change efforts at the organization
level and to model desired behaviors at the employee level
Leadership Design
• Created leadership programs to support new and modified business processes
Project Management
• Managed diverse sets of resources including consultants, internal/external clients and vendors through all phases of
project engagements
• Developed contracts/estimates, workplans, master schedules and budgets
• Identified, and managed risks and resolved issues to achieve goals
CLIENTS
• at&t Stanford Medical
•
Texas California
• Blue Cross Blue Shield Verizon
•
Michigan Virginia
• State of Texas Pfizer
•
Texas New York
Pharmaceuticals
ADDITIONAL EXPERIENCE
Dallas, TX
Training Design Sub-Contractor, January 2009 – Present
Dallas, TX
Accenture Consulting
Director of Learning and Development, September 2005 – December 2008
Las Vegas, NV
KB Home
Loan Officer/Processor Certification Facilitator, June 2004 – July 2005
• Designed and delivered certification criteria throughout the US, supporting KB Home’s sales metrics and
multiple states regulatory measurements
Jacksonville, FL
ABN AMRO
Customer Service Training Manager, May 2003 – June 2004
• Created and implemented a knowledge management systems throughout customer service organization
Jacksonville, FL
Fairbanks Capital
Customer Service Training Manager, March 2002 – March 2003
• Managed 9 person training team responsible for all call center start-up and on-going new hire training
12209 Hedge Apple Court
Keller, TX 76248
Crystal L. McHenry-Thomas ********@***.***
Jacksonville, FL
Metris Corporation
Customer Service Training Manager, July 2001 – February 2002
• Led a team in the development and implementation of a corporate wide 360 degree performance
measurement program that resulted in an overall employee satisfaction rating of 8 points of a possible
10 scale
Tampa, FL
Fingerhut
Training/Quality Assurance Manager, March 1998 – May 2001
• Led the training and installation of a Davox system supporting all outbound operational activities
• Designed and facilitated all sales programs for Federated Department Stores
Phoenix, AZ
Zacson Corporation
Customer Service Training/Project Manager, June 1996 – March 1998
• Led a multi-site (3) training team in support of all client outsource activities
• Created and delivered all training support for various consumer goods represented in an outsource call
center environment
Kansas/Phoenix, AZ
Sprint Long Distance
Customer Service Representative/Team Lead/Training, March 1986 – May 1996
• Customer Service support in multi-lingual call center (Japanese). Also provided training support
during new hire training due to consistently delivering high standards of service
EDUCATION & CERTIFICATIONS
Dallas, TX
Customer Operations Performance Center Inc. (COPC)
• Completed COPC Call Center Registered Coordinator training and certification in June 2006
• COPC standards measure the performance of service quality and customer satisfaction while managing costs
Six Sigma (Green Belt)
Lawrence, KS
University of Kansas
B.S. in East Asian Studies, May 1984
GPA: 3.5
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Phi Beta Kappa
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Multi-Lingual
• Japanese
• French
• Spanish
SKILLS
• Learning/Knowledgement Systems design and execution
• Dale Carnegie Leadership Training for Sales Managers
• Deal Shaping: How to Execute Sales Programs that Improve Cutomers’ Business Value
• Proficient in Microsoft Office Suite (Word, PowerPoint, Excel, and Project)
• System implementation experience includes CRM systems such as SAP, and custom applications
• Competent in the use of DISC, Steven Covey, Langevin, and Myers Briggs (ENFJ)
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