Customer Service Quality Assurance

C HARLENE C . H ASSICK

* * * * * L D T R A I L D R ., R E S T O N, VA 2 0 1 9 1 • 703-***-**** • C H A R L E N E H A S S I C K @ YA H O O . C O M

C ORPORATE T RAINING & D EVELOPMENT M ANAGER

TRAINING / COACHING / PROGRAM MANAGEMENT / PERFORMANCE MANAGEMENT

Expert in designing and delivering training programs that achieve organizational excellence and drive performance improvement.

Multi-faceted, take-charge training professional with 10+ years experience identifying methods for improving staff

productivity, responding to training needs, and impacting performance. Progressed rapidly through the ranks with

increasing levels of responsibility leading groups from problem resolution to action and improvement. Recognized for

expertise in cultivating talent and delivering profitable solutions to a continuous improvement organization. Exceptional

interpersonal skills with natural talent to build team trust, fuel growth, initiate change, and inspire enthusiasm.

Presentation Skills. Dynamic group facilitator; highly articulate and expressive communication abilities. Adept in

tailoring information to the level of listener and able to convey complex information into meaningful terms.

Relationship Management. Committed to improving customer’s situation by providing best service possible.

Team Leadership. Skilled in engaging and empowering leaders. Able to build performance-driven teams that achieve

maximum potential and reliably deliver. Foster sense of pride, satisfaction, and high levels of employee retention.

AREAS E X P E RT I S E

OF

Training Program Design & Instruction Call Center Management Team Leadership

Train-the-Trainer Development Project Management Ethics and Compliance

Training Reporting and Tracking Performance Improvement Customer Service

P ROFESSIONAL E XPERIENCE

G A N N E T T H E A LT H C A R E G R O U P, F A L L S C H U R C H, VA

Online Customer Support Manager 2010 – Present

Supporting role in managing a diverse technical Online Customer Support team in deploying and maintaining the

nurse.com website. Posting and editing online jobs, banners, email blasts and e-zines to inform and educate the nursing

community. Growing and maintaining customer loyalty by extensive contact with clients, vendors and Gannett Healthcare

Group Sales Team.

Selected Achievements

Employee Training – Implemented cross training to maximize productivity, establish customer satisfaction and attain

customer deadlines.

Performance Improvement – Composed training manual for improved job board implementation to be presented to

the Sales Teams and their Clients.

Process Optimization – Streamlined the call center process and procedures to enhance productivity while providing

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optimal customer service.

S P R I N T N E X T E L C O R P O R AT I O N, R E S T O N, VA

Ethics and Compliance Program Manager 2006 – 2010

Fast-track promotion to lead and oversee training, communication, and enforce compliance to The Sprint Nextel Code of

Conduct. Held full accountability to establish and convey a shared, universal vision among Sprint Nextel's corporate-wide

workforce concerning the importance of ethical and legal responsibility. Spearheaded an ethics program with continuous

process improvement through benchmarking, organizational affiliations, and networking. Participated and engaged in

cross-functional teams advocating ethics and compliance principles and supporting company goals.

Selected Achievements

Employee Training. Launched, created, and developed yearly multiple training curriculums to employ an educated

environment on Ethics and Compliance.

Culture Change. Developed email and intranet communications to foster an organizational-wide philosophy of trust

and commitment to Ethics and Compliance.

Ethics & Compliance Initiative. Authored and composed the first of 6 editions of corporate newsletter; “Leading

with Integrity.” Designed as a tool to inform, educate, and empower workers in ethical decision-making practices.

P ROFESSIONAL E XPERIENCE (CONTINUED)

Employee Assessment. Administered compliance surveys across multi-site business units to investigate overall

compliance. Compiled reports and joined forces with executive team to develop action plans, resulting in

formalization of a code of conduct and 23 ethics/compliance presentations. This plan provided an effective tool for

managers to facilitate productive meetings and support efforts in leveraging compliance issues across multi-site

entities.

Supervisor, Business Service Assurance Center 2003 – 2006

Built and led a high performance technical team of 13 within a 36 team of 2001 FTS Government Systems Division, and

Wholesale Services call center workforce. Supervised CSR’s and supplied expertise to support customer relations and

maximize productivity. Selected to initiate and revitalize all hiring, training, coaching, and development. Delivered annual

reviews and merit increases. Executed all customer escalation issues and processes. Leveraged multiple business units;

met and exceeded all goals and stated customer satisfaction objectives for the Sprint Business Services group, 2001 FTS

Government Systems Division, and Wholesale Services Units.

Selected Achievements

Employee Retention. Aggressively lowered employee turnover rate to 98% by increasing promotions, with 2%

attributing to layoffs and firings. Accomplished effective retention strategies by encouraging an open work

environment, supporting career guidance, team building initiatives, and recognizing success.

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Coaching. Eliminated roadblocks impacting call center CSR goal achievement. Empowered staff with coaching

expertise in customer satisfaction and problem solving techniques.

Goal-driven. Led workforce to attain individual and center-wide goals established for the Sprint Business Services

Group, 2001 FTS Government Systems Division, and Wholesale Services Units.

Performance Optimization. Grew customer loyalty and satisfaction ratings by decreasing open ticket time and

accelerating problem resolution cycles. Increased overall CSR performance ratings by assessing and implementing

strategies to streamline processes and efficiently tackling quality improvement efforts.

Technical Trainer, University of Excellence 2000 – 2003

Orchestrated the design, development, facilitation of 2001 FTS Government Systems Division, and Wholesale Services

training through curriculums and webinar classes on Data and Switched technology. Set pace for new hire customer

service on-boarding and overall training objectives through quality assurance measurements. Delivered employee

development and quality assurance evaluations across all levels, from new hire to tenured customer support

representatives.

Selected Achievements

Learning & Development. Boosted CSR morale and propelled helpline metrics by designing comprehensive

call center training methodology to ensure positive learning transition outcomes. Collaborated with leadership

to facilitate a continuous and formalized training initiative, with goal to elevate call center performance objectives.

Process Improvement. Catalyst in streamlining processes for distribution of new hire course information.

Co-developed up-to-date materials with Sprint University colleagues and ensured data was accurately maintained.

Performance Management. Overhauled and redesigned an innovative trainer reporting tool, improved

documentation methods for new hire assessment, and increased management’s ability to review and interpret data.

Senior / National Account Support Representative 1999 – 2000

As interim supervisor and qualified decision-maker in absence of management, supported and directed teams in delivering

optimal 2001 FTS Government Systems Division, and Wholesale Services customer service performance. Utilized talent

to build positive rapport, cultivated profitable client relationships, and educated customers about product information.

Productively opened, escalated, and updated FTS 2001 Federal Government trouble tickets to resolve customer issues.

Selected Achievements

Employee Development. Established groundwork for improving new hire on-boarding process. Created job aid

materials, supported trainer with course curriculum objectives, and assisted employee in process and procedure.

Process Improvement. Joined forces with IT to resolve large number of client concerns involving technical service

requests. Formulated a plan to reduce client complaints and bridged communication across customer service lines.

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E DUCATION & C ERTIFICATIONS

Johnson and Wales University, AA, Baking & Pastry Arts, Providence, Rhode Island

Certified Instructor/Facilitator Langevin Learning Services – Adult Learning - Sprint University

H ONORS & A WARDS

Sprint Quality of Excellence Award, Sprint Distinguished Contributor Award

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