Quality Assurance Sales

JAMES ANTON GORICHAR

*** ***** ****** ( Nevada, Texas 75173 ( 214-***-**** (

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

SUMMARY OF QUALIFICATIONS

. A proven results oriented self-starter, with highly developed

administrative, problem-solving, and decision-making skills.

. A master architect of the Analysis, Design, Development, Implementation

and Evaluation (ADDIE) and Instructional Systems Development (ISD)

systems approach to training.

. An experienced educator with an extensive history in the development of

human resources including: wage administration, staffing, budget,

classroom instruction, performance appraisals, interviewing,

investigations, and counseling.

. A certified Facilitator who is a dynamic leader and team builder, who

consistently motivates others toward success.

RELEVANT ACCOMPLISHMENTS

* Corporate Greyhound Lines, Inc., Dallas, Texas

Manager, Training and Quality Assurance (QA)

Managed with full responsibility, the Training and Quality Assurance (QA)

programs for four call centers (CONUS and off-shore locations); manned by

over 500 agents.

. Produced organizational strategy plans to meet training and

development goals and managed training delivery, measurement, and

follow-up processes and procedures to assure organizational success

for Telephone Sales and Customer Care agents.

. Orchestrated the company's successful and profitable expansion

throughout emerging international markets (e.g., Colombia and Jamaica

Call Centers).

. Consulted with major corporate directorates and subject matter experts

to provide leadership expertise in the areas of organizational

development, training and development, project management, skill and

competency assessment and development administrative documentation for

policies and procedures.

. Actively spearheading and engaged in ongoing professional development

activities by leading improvement initiatives and managed the change

process that occurs continually in a call center environment.

Constantly reengineering all critical processes and procedures to meet

the travel industry's never ending change environment.

. Designed and implemented several management tools to monitor, measure,

and report on the effectiveness of Telephone Sales Agent's (TSAs)

effectiveness; providing immediate feedback to supervisors and

manager's that did not exist before.

. Demonstrated a keen knowledge of the tolerances applicable to the

performance of agents and provided performance-based feedback and

analysis to improve learning.

. Articulates both in writing and verbally, call center strategies and

goals clearly and identified continuous improvement opportunities.

. Appointed as a "Key Staff Member" in the transitional closure of two

CONUS call centers and the opening of a new international call center

in Kingston, Jamaica. Accepted the challenge of designing, training,

and implementing the systems, policies, procedures and technologies to

gain control of the call center functions and establish a professional

business unit.

. Is a master at blending his personal life and work experiences, formal

education, and current work experience to provide expert opinion when

task completion is critical and time limits are sensitive.

* Corporate Greyhound Lines, Inc., Dallas, Texas

Training & Quality Assurance Analyst

Responsible for the training and quality assurance for four call centers

(CONUS and off-shore locations); manned by over 500 agents.

. Pioneered and designed two training courses (TSA Initial Training and

Customer Care Agent Training) consisting of 46 modules that introduced

a series of innovative organizational development, performance

management, quality improvement, change management and leadership

development programs to strengthen workforce and enhance

organizational competencies.

. Performed quality assurance reviews of all varieties of customer

contacts and provided feedback directly to supervisors and center

managers for immediate coaching opportunities for their agents.

. Wrote and put into practice the process required to conduct call-outs

and audits for the Canadian Lift Accessible Bus Program; resulting in

the improved process for customer management and accountability.

. Working in collaboration with corporate directorates, designed and

wrote the call center agent telephone policy and procedures for

handling the American Disabilities Act (ADA) Program. Consistently

called upon as a Subject Matter Expert to investigate and establish a

corporate position with legal issues stemming from ADA violation

allegations.

* Mike Kehoe Automotive Group, Jefferson City, Missouri

Manager, Business Development Center (BDC)

Assigned complete responsibility and led in the development of the BDC

that included controlling all incoming dealership communications, such

as, Internet sales leads and sales telephone calls.

. Conceptualized, wrote, and edited all the BDC macro and micro

processes and procedures for clarity, grammar, and style.

. Increased departmental efficiency through the design and

implementation of a Quality Management System after teaming with

departments to establish procedures, processes, flowcharts, metrics,

and accountability.

. Created, tracked and evaluated internal metrics and management

reporting to identify performance and effectiveness of programs,

offers, and sales mix.

. Supervised in-house and outside agency creative staff in developing

logos, website, direct mail, and e-mail acquisition marketing:

functioned as point person in Internet sales negotiations.

PERSONAL PROFILE

* United States Air Force Careerist (May 1971 thru May 1995)

. 1993 - 1995 Director of Vocational Training

. 1991 - 1993 Director of Education and Training

. 1985 - 1991 Educational Specialist and Vocational Instructor

. 1976 - 1985 Professional Military Education Instructor

. 1971 - 1976 Administrative Specialist / Organizational Trainer

* Public Speaking & Presentations

. Affectingly dubbed America's Air Force Reserve "Ombudsman" for the

Montgomery GI Bill Education Program. Consistently called up to

present educational policy and procedures to audiences ranging from

20 to 300 interested in the benefits of the program.

. Wrote and delivered hundreds of public presentations throughout

career. A dynamic, articulate and at times humorous speaker.

EDUCATION

Columbia College, Columbia, Missouri

Bachelors of Science (BS) in Business Administration with emphasis in

Management (GPA 3.83), 2001

Southern Illinois University, Carbondale, IL / Community College of

the Air Force

Completed 98 additional college credit hours in continuing

Professional Studies, for example:

. Civilian Personnel Management Course (40 Hours)

. Total Quality Management Facilitator Course (40 Hours)

. Total Quality Management Quality Leadership for Managers Course (40

Hours)

. Computer-Based Instruction Designer course (182 Hours)

. Technical Writer Principles Course (72 Hours)

. Applied Instructional Systems Development (ISD) Course (180 Hours)

. Applied Instructional Systems Development (ISD) Course (40 Hours)

. Teacher Preparation & Certification Program - Internship Eligible

(Rated - Highly Qualified)

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