Customer Service Training

Charles C. Grimm

Cell: 256-***-****

Email: *************@*******.***

Profile: An experienced educator who is looking for a career that will

allow use of language skills, provide chances for advancement in the

industry field, and promote educational advancement. A 2005 graduate of

Faulkner University's Great Books Honor's College upon successful

completion of a thesis project, I spent four years in China to gain world

experience and learn to serve the community. I have worked with both

close and loose supervision, always meeting goals and deadlines, as

success is an integral part of what I view as my personal integrity.

Work Experience

2009-Present West Corporation

Huntsville, Al

Successfully finished six weeks of full-time training and six weeks of on-

the-job training to begin telephonic customer service for a major

healthcare company's provider relations line. During this time I met

production goals of efficiency, calls answered, quality assessment, and

provider surveys. Based on performance, was named a top agent for June and

July. In August, after the probationary period of one year, was asked to

begin coaching other agents. Often use conflict management in assisting

providers with unresolved issues such as unpaid claims or conflicting

information from other sources.

2005-2009 English Language Institute/China

Jiangxi & Hunan, PRC

Taught oral English for four years in three different universities after

intensive training culminating in a Teaching English as a Foreign Language

(TEFL) certificate through Wheaton College. During this time I developed

time management skills, lesson-planning skills, and evaluation techniques

based on continuous training and practical classroom use. Teachers were

sent in teams, thus I built a strong sense of teamwork, working with teams

ranging in size from two to nine in planning and implementing an English

curriculum both in and out of classrooms, involving planned periods of

free conversations open to all students, cultural activities for English

students, and open lectures addressing a variety of topics. Supervisors

and colleagues (foreign and national) evaluated my classroom performance

at least once a semester, thus I learned to work from constructive

criticism to improve my teaching performance, as evidenced by an award as

Outstanding Teacher in 2009. In addition to mandatory training in

education, I spent my free time studying Chinese language, culture, and

painting in an effort to be culturally appropriate.

2003-2005 Faulkner University

Montgomery, Al

Was selected by the English department to tutor remedial English students

as well as offer proofreading services for all disciplines. Worked one-on-

one with the remedial English teachers to focus on specific problems with

each paper or topic, as well as proofread papers searching for plagiarism.

In addition to tutoring, was also asked to work on both the student

newspaper and the creative writing magazine, working on deadlines by

eliciting writers, assigning topics, and proofreading/editing each

article. This involved working closely with other students on staff as

well as working with several faculty members.

Education

2001-2005 Faulkner University

Montgomery, Al

Received a Bachelor of Arts degree in English. Was awarded a

presidential, full-tuition scholarship for excellent ACT scores and

graduated debt-free due to a strong work ethic in factories during

summers. Was one of three students to earn a 4.0, and was awarded the

honor of valedictorian. Won the Zondervan Greek Award for studies in Koine

Greek; was voted president of Sigma Tau Delta, a national English honor

society; was inducted into Alpha Chi honor society and presented creative

writing projects two years at annual conventions; and was an active member

of the campus Chesterton Society and Socrates Cafe.

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