Customer Service Quality Assurance
Resume:
Harry S. Brady
____________________________________________________________________________
_____________________________
P.O. Box 9211
College Station, Texas 77842
*********@*****.***
Professional Summary
Over 24 years experience in Training and Organizational Development,
Business/Restaurant, and Sr. Client Services Management II; Adept at
defining client/customer requirements and meeting their needs; Excellent
teacher/trainer/facilitator and effective when motivating and working with
a wide range of personalities.
Experience
WEST Corporation
Training Manager (Bryan/College Station, TX)
2006 - 2010
Dish Network September 2008 -
January, 2008
(TTW Master Certification)
Training/Quality Assurance Manager (Rocky Mount, NC/Bryan-College Station,
TX) 2006
Training/Quality Assurance Manager (Rocky Mount, NC)
2005 - 2006
T-Mobile Project
. Proactively manage assigned training and quality assurance staff and
maintained attrition/retention goals of 30% or better.
. Observe assigned staff ensuring they give agent feedback in a positive
and constructive manner
. Monitor progress of training to ensure employees are thoroughly
prepared to handle new tasks or assignments after receiving training,
and identify and implement retraining when necessary
. Manage curriculum re-writes (i.e., training guide, forms, quizzes,
handouts, etc.) ensuring course content is relevant, pertinent, and
includes the incorporation of changes to policies and procedures
. Proactively oversee all activities involved in quality assurance,
training and performance issues, coordinating with appropriate
departments to determine positive solutions that increase client
satisfaction
. Managed relationships with the various departments as the new hires
transitioned into general population
Aegis Communications Group, Rocky Mount, NC
2004 - 2005
Corporate/Sr. Training Specialist (Joplin, MO, Dallas, TX, Port St. Lucie,
FL, Bangalore, India)
BellSouth Campaigns (Inbound-Outbound LD, DSL, NLQCS, and DirecTV)
. Researched and implemented adult learning principles and new creative
learning techniques to enhance the proficiency of the platform skills
of other Training Specialist and improved organizational learning by
incorporating techniques into the new hire training curriculum
. Trained and developed call center personnel (new-hire and supervisory)
in the areas of client policies and procedures, product information,
sales and customer service, leadership and management skills
. Maintained training records and prepared statistical reports, while
tracking training cost, and retention/attrition statistics
AmeriCold Logistics, Tarboro, NC 2002
- 2004
Customer Service Representative
. Independently and aggressively run shipping and receiving office
during off peak hours
. Communicate daily statistical reporting to clients and in-house Sr.
Management
Convergys Corporation, Greenville, NC/Winnipeg, Manitoba Canada
1999 - 2002
Sr. Client Services Manager II, FedEx Caf '/Customer Service
Greenville - Winnipeg Manitoba Canada Business Centers
2001 - 2002
. Managed 3rd. part relationships and determined client communication
needs
. Managed account profitability by developing revenue/expense budgets
and outlook forecast
. Performed billing, researched inquiries, adjustments and collections
for monthly billing cycles
(ICT) Incident Command Team - Disaster Recovery - Client Services Officer
. Coordinated client program efforts for alternate site(s) and managed
the repair and/or rebuilding of client service operations at the same
or alternate facility
Operations Manager, FedEx Customer Service
. Coached and supported 6 to 8 Team Supervisors and 160+ on-line Associate
Partners in a Call Center/Production environment by implementing
strategies to that ensured efficiency
Training Manager / Core Instructor
. Initiated the development, design, and revision of existing and
supplemental training materials for training
. Analyzed training material provided by the client, research and
respond to questions from production and re-writes training material
as required and reformats into an effective training format
Education
Faith Temple School of Theology and Ministries
Roanoke Rapids, North Carolina (GPA 4.0)
B. Th. Bachelors of Theology November 1986
M. Div. Masters of Divinity November 1988
M.S.M. Masters of Secular Music November 1988
Martin Community College, Williamston, NC
Administrative Office Technology, 1993-95
Microcomputer Systems Technology, 1994-96 (GPA 4.0)
McDonald's Corporation Management Development, Raleigh, NC
Diplomas: B.O.C. 1986, I.O.C. 1988, A.E.C. 1989 (GPA 4.0)
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