Customer Service Manager

BRANDON HANEY *******@********.*** 480-***-**** Mobile

Objective

To coach and develop employees through engaging experiences in communication, customer service and organizational

t raining leading to increased student conversion and employee/student retention in support of bottom-line revenue growth.

P rofile

Motivated, results-oriented, learning and development professional wi th a proven record of success.

F lexible and creative under pressure w i th a st rong background in cur r iculum development and

t raining for student recruiting professionals. Nine years of hands-on experience partnering w ith

senior leaders, managers, employees and education providers implementing successful development

p rograms.

Skills Summary

Motivational Facilitation Style Curriculum Development Compliance Training

Extensive Industry Web/Video/Intranet Quality Control

K nowledge P resentations Development

Performance Gap Specialized Training Events Process Improvement

A nalysis

Professional Experience

EMPLOYEE RECRUITING & training

Manage and meet hi ring goals for sales professionals, including marketing the position, resume screening, phone screening,

behavior-based interviewing, and job placement.

Onboard employees into the organization through development of in-person and web-based orientation sessions for new

employees following day one, including company culture and performance expectations.

Design and deliver employee training sessions for initial, on-the-job, continuous & advanced development.

CURRICULUM DEVELOPMENT and FACILITATION

Conduct needs assessments to identify employee development gaps and prioritize needs.

Coordinate and design training content, ensuring timely delivery to meet performance goals.

Deliver t raining sessions in-person or web-based on management development topics, compliance performance management,

team building, telephone skills, customer service, process improvement, et. al.

team building AND SPECIALIZED TRAINING EVENTS

Strategic coaching approach designed to inspire self-driven leaders and deliver consistent results.

Utilize individual accountability meetings & focus groups to review results and identify development areas.

Deliver persuasive communication and direction to build value, overcome concerns & move to the next step.

Produce organization-wide training retreats & leadership conferences on compliance, culture sales & customer service

Employment H istory

EDMC – SOUTH UNIVERSITY – Phoenix, AZ

Assistant Director of Admission, 2010-Present

H IGHER ED GROWTH – Phoenix, AZ

Business Development Manager, 2009-2010

GRAND CANYON UNIVERSITY – Phoenix, AZ

Associate Director of Training & Recruiting, 2008-2009 Training & Recruiting Manager, 2007-2008

UNIVERSITY OF PHOENIX – Phoenix, AZ

E nrollment Manager, 2005-2007 Enrollment Counselor, 2002-2005

Education and Certifications

berry college – Rome, ga

Bachelor of Arts in Communication, 1995-1999

seven habits of highly effective people facilitator (managers and associates)

blanchard situational leadership I I facilitator including the One-minute manager

212 Degrees MOTIVATIONAL training TOM HOPKINS SALES CHAMPION MEMBER ASTD

PORTFOLIO (SAMPLES OF WORK INCLUD ING VIDEO) AND references available UPON REQUEST

Contact this candidate