Customer Service Training
Resume:
[pic]
? CRYSTAL L. MAKLE ?
**** ********** **** - **************, ** 22408
***********@*****.*** [pic]
Instructional Design
Accomplished Professional with extensive experience in
developing, training and directing management operations
dedicated to achieving and exceeding targeted business goals.
Consistently strives to achieve higher customer service
objectives and cost effective management through efficient
planning, training and operation of various integrated
techniques. Seeking to represent an establishment committed to
growth and high ethical standards, with the desire to build and
maintain long-term employee relations while increasing
productivity and maximizing profit.
AREAS OF EXPERTISE [pic]
4Training/Learning Facilitator/Recruiting
4Customer Service & Retention
4Business Management
4Collections & Account Management
4Curriculum Design & Development
4Team Building, Motivation &
Leadership
4State Tax/Federal Contracts/Amnesty
4Skip Tracing
4Quality and Productivity Improvement
PROFESSIONAL EXPERIENCE
WEST ASSET MANAGEMENT - Fredericksburg, VA
February 2007 - Present
Learning Facilitator of Government Services Group
Training and Curriculum Design, Development, and Evaluation- Develop,
design
and evaluate current training material, processes and procedures
* Develop and design curriculum
* Assess learning needs for associates
* Evaluate learning activities for effectives and revised as needed
* Participate in the development of multi-media training
* Conduct learning assessments and activities as required
* Attend meetings and other functions to continuously improve learning
facilitation and
design with other learning professionals, both internal and external
Training Documentation- Continuously maintain and update all written
training
materials
* Recommend revisions to training materials to increase training
effectiveness
* Edit documentation for effectiveness and correct grammar and punctuation
Training Implementation- Facilitate, deliver, and monitor training for new
and current
associates
* Facilitate or deliver learning material for new associates
* Participate in developing effective performance measurements
* Continually research and evaluate new training products and services
available
* Facilitate or deliver continuous learning for all associates, as needed
or requested
* Monitor and coach new associate's performance and productivity
* Coach new hires once they graduate from new hire training, as required
Team Interfaces/Customer Service- Establish and maintain a professional
relationship
with internal/external customers, team members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Provide customer service that exceeds customer expectations
* Treat all internal/external customers, team members and department
contacts with
dignity/respect
* Escalate work flow and
communication issues to supervisor
WEST ASSET MANAGEMENT - Fredericksburg, VA
July 2006 - February 2007
Collection Manager
Operation Functions- Responsible for supervising the activities of assigned
operation
employees to ensure quality performance, in-depth product knowledge, and
adequate
staffing in order to exceed the client's goals and objectives
* Ensure the availability of staff to answer procedure, product and/or
customer service
related questions in a timely and accurate manner ensuring adherence to
departmental
policy and procedures
* Know and support approved departmental and corporate policies relating to
business
procedures, philosophies, and conduct, ensuring that all efforts are made
to meet or
exceed Company goals
* Review exit interviews, resignation letters, disciplinary actions, and
terminations to
obtain additional input on the potential cause of attrition
* Ensure consistency in the implementation and enforcement of operational
policies/procedures within assigned areas of responsibility
Quality Assurance Functions- As necessary, supervise the day-to-day
customer call
quality issues, the services being provided, and ability to meet or exceed
client and
Company goals and objectives while ensuring adherence to department policy
and
procedure
* Participate in and develop procedures for the evaluation and
documentation of live and
recorded customer service calls partnering with other sites as necessary to
ensure
consistency
* Manage analysis of trending patterns, implementing recommendations to
improve the
quality of customer service
* Monitor staffing levels, trends and turnover and prepare recommendations
to
management outlining efforts to maintain a quality staff
* Communicate newly approved procedures or policies to staff in a timely
manner, as
directed, participate in the team's quality calibration session, and ensure
that the team is
scoring within the acceptable variance range
Floor Training- Provide training to assigned production trainees on the
floor after
successfully completion of classroom training
* Perform checklists ensuring reinforcement of learning materials, assess
and graduate
qualified trainees and assist in determining when trainees are ready to
move to the
operations floor
Staff Leadership- Lead the activities of assigned staff by ensuring
department
functions are efficiently performed in a quality-oriented environment.
* Responsible for assigning and monitoring staff workload and setting
departmental
priorities
* Prepare and conduct timely performance appraisals of direct reports
* Coach, train, and develop subordinates to achieve quality performance
Problem Resolution- Proactively oversee the activities involved in quality
resolution of
problems related to area of responsibility
* Respond with a sense of urgency to problems escalated to employee's level
* Escalate to supervisor any situation outside the employee's control that
could adversely
impact the services being provided
Team Interfaces- Establish and maintain a professional relationship with
team
members and department contacts
WEST ASSET MANAGEMENT - Fredericksburg, VA
August 2004 - July 2006
Collection Team Lead
Team Development- Provide on the job support to recovery employees either
on a one on-
one base or in a group setting ensuring adherence to department policies
and
procedures
* Conduct job shadowing, mentoring, and post training after the initial
training provided
to recovery employees ensuring thorough understanding of processes
* Serve as a go-to person in the absence of the immediate supervisor,
escalating any
concerns or issues outside of the employee's scope of work to management
* Contribute feedback for employee performance reviews to supervisor for
evaluations
and make recommendations for improvement (e.g., telephone techniques, etc.)
* Assists recovery employees with collection activities in difficult cases
* Reviews delinquent account records to determine which debtors to contact,
as
necessary
* Organizes collection workload according to degree and amount of
delinquency
* Assists department manager in determining work procedures, work
schedules, and
expediting workflow
* Per line of business and when applicable, refers accounts to Manager for
possible legal
action against debtors
Workflow and Quality Checks- Monitor daily workflow and provide feedback to
immediate supervisor identifying any areas of improvement
* Assist in development of workflow process or changes to existing
* Test work processes, reviewing current processes and procedures on
effectiveness and
provide process flow recommendations
* Identify if action was correct on account providing feedback to recovery
employees
when action was outside of parameters for closure of account, as assigned
* Review accounts that are outside of the threshold and review prior to the
final closure
ensuring appropriate documentation
* Per line of business and when applicable, verify discrepancies and
diligence on Quality
Control reports
* Ensure that calls are handled in strict adherence to established
policies, procedures, and
quality standards, as well as any federal laws and regulations (e.g.,
HIPPA, FDCPA, etc.)
Project Assistance- Participate in the activities associated with a variety
of
departmental projects
* Prepare reports, material and documentation
* Create organized project files
* Provide project lead with status reports throughout assigned projects
* Per line of business, prepare composite reports from individual reports
from workers
Team Interfaces- Establish and maintain a professional relationship with
team
members and department contacts
* Cooperate with team members to meet goals or complete tasks
* Escalate work flow and communication issues to supervisor
* Assist in identifying areas where additional training is needed
* Recommend to supervisor improvements that will result in calls being
handled with
greater accuracy
WEST ASSET MANAGEMENT - Fredericksburg, VA
April 2003 - August 2004
Collector
*Worked specific accounts, collecting a minimum of $50K
per month while adhering to FDCPA & FCRA regulations
*Followed client regulations and collaborated with delinquent
tax payers or borrowers in regards to paying off balances owed
or payment arrangement plans within the shortest period of time
EDUCATION HISTORY
CHANCELLOR HIGH SCHOOL - Fredericksburg, VA
* Diploma
SKILLS [pic]
V Excel - Word - PowerPoint - Outlook - Publisher - Lotus - CT
Term - FACS QUI - People Soft - Artiva - Unifed/Net meeting -
Quiz Maker - Survey Monkey - AAP Certified - Mastery in
Instructional Design - Security Clearance
REFERENCES AVAILABLE UPON REQUEST[pic]
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