Customer Service Training
Resume:
Mark Hansen
Council Bluffs IA *****
Professional Experience-
Harrah's Entertainment
Council Bluffs, IA
Human Resources Training Specialist/Operations Supervisor Oct 06/March 2010
Training all New Hires brought into the company giving them an overview of
the company and its culture and goals. I was involved in creating and
facilitating leader development modules that helped prepare new supervisors
to take over their teams and to achieve property specific goals. I was
responsible for rolling out a complete rewrite of the New Hire program at
the Council Bluffs properties and for measuring the successful transfer of
knowledge at the end of each class through surveys, tests, and critiqued
role-play exercises. When I was not training I assisted the HR department
in many areas including recruitment of entry and supervisory level
positions and providing benefits information to employees.
Oriental Trading Company
Omaha NE
Call Center Trainer Aug 03/Oct06 Responsible for Call Center Training,
which included coaching and developing agents, developing and updating
class modules, and measuring quality though agent monitoring and job
audits. I also developed and facilitated management development class for
mid and upper level management within the call center. I took on project
lead on several revenue building projects that addressed process
improvement, call quality, and up-sell opportunities.
InfoUSA
Omaha NE
Account Executive Jun02/Jul03 Responsible for developing business with both
current and potential clients. Maintain a close relationship with over 100
clients and insure that their marketing needs are met on a monthly basis.
Have also been involved with training new employees as they complete new
hire training. Training responsibilities have included both technology and
skill building one on one and group training.
West Teleservices
Omaha NE
Project Specialist/Developer Jan 00/Feb 01 Duties included defining the
training given to New Hire representatives, outlining quality standards,
and working with operations team to determine policies and procedures to
best fit the needs of the clients. I was also involved with the development
of online agent tools and the reporting functions that were requested by
clients.
Robert Half International
Omaha, NE
Network Support Consultant Aug99 Jan00. Contracted to Commercial Federal
Bank as a network consultant. Primary duties included monitoring network
status and assisting end-users with any system issues they encountered. I
also worked to document the processes used by the support technicians for
use as a training manual. Was also responsible for providing after hours
and weekend support as needed.
Bass & Associates, Inc. /Conagra Frozen Foods
Omaha, NE
Consultant Jun 98 to May99. Contracted to Conagra MIS department. Primary
duties include staffing a support desk for field sales representatives.
Support functions included tracking daily performance of new software that
was being developed maintenance of incoming call database, troubleshooting
and setup of field hardware. I also was responsible for resolving database
issues as needed. Writing documentation, testing and training of new sales
systems that were developed. I was the key MIS contact for all system
setups or changes for both current and new sales department employees.
Other projects included testing for Y2k compatibility, tracking and
documenting software issues as needed and coordinating with programmers to
determine resolutions
Gateway 2000
North Sioux City, SD
Training Specialist Customer Support Nov 96 to Feb98. Duties included
developing training materials for both new employees and current
representatives. I was involved with the development of the best business
practices for new software that was developed to track customer accounts.
Responsible for the New Product Introduction process for the Customer
Service call floor, and the Executive Response department. I was operations
lead for a management team that developed the business plans and practices
for a Customer Service group that focused on the needs of the Portable
System line. Worked with Human Resources to evaluate the training given to
New Hire technical support representatives.
Employee Development Specialist (On-Going Customer Service) Feb 96 to Nov
96 Developed and facilitated training classes that fit the business needs
of the Customer Service department. I also staffed a Learning Lab for
Customer Service which offered on going service and technical skill
training. Other responsibilities included project lead in the training
department for the rollout of new account tracking software, this included
room scheduling, training the trainers, and tracking attendance records. I
also worked with General Sales in developing and presenting New Product
Information for the Customer Service department.
Associate Training Specialist Sept 95 to Feb 96. Supervisor of a Customer
Service Enhancement Team. As the Enhancement Team Supervisor I was
responsible for the development of new representatives after the new hire
training. This development process included mentoring and coaching on an
individual basis, assisting the representatives on difficult calls,
conducting any refresh training was necessary. While the representatives
were on my team, I handled all Human Resource issues such as, attendance
and payroll records, corrective action, and reported the representative's
strengths and weaknesses to their supervisors before they joined their call
floor team.
Departmental Instructor Jan 94 to Sept 95. As a Customer Service
Departmental Instructor I was responsible for facilitating both general
orientation training and departmental specific training. Departmental
training consisted of tools, policies, and procedures. In order to ensure
that the learning sessions were effective I needed to be aware of the
diverse learning styles and modify the curriculum accordingly. Additional
responsibilities included the startup of the Kansas City facility both in
training new representatives and direct communication with the Kansas City
training staff to ensure consistency between sites. Continuously looked for
areas of improvement by conducting needs assessments and evaluations as
directed by Customer Service management.
Education
University of South Dakota
Vermillion, SD
Three years of course work toward a BA in History.
References available upon request
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