Customer Service Training

Deborah l. SLOCUM, PHR

*** ********* *****

Pittsburgh Pa 15235

412-***-**** -h

412-***-****- B

********@*******.***

Training Manager with 15+ years in training and course development:

delivering training, designing and writing courses, leading teams of

trainers, and directing enterprise initiatives. A proven track record of

significant improvements in learning processes, productivity, quality, and

customer satisfaction while reducing costs, lowering turnover, and

maintaining a positive work environment. Dynamic leader, strategic thinker

and decision-maker. Expertise includes:

. Design/Delivery of Training via classroom, platform training,

computer based training and e learning

. Adult Learning Principles

. Human Resource, Process, & Leadership Course Training

. Performance Consulting

Professional experience

ALLEGHENY COUNTY Department of Human Services, Office of Administration,

Human Resources Pittsburgh Pennsylvania

11/2005 to present

Personnel Analyst 2 (Training & Staff Development Specialist), Human

Resources

. Responsible for independently conducting needs assessments in order to

identify the training needs of the Department of Human Service's

administrative, professional, technical, clerical and management

employees. This consist of Executive Office (EO), Area Agency on Aging

(AAA), Office of Community Relations (OCR), Office of Information

Management (OIM), Office of Administration (OA), Office of Children,

Youth and Families (OCYF), Office of Behavioral Health (OBH), Office

of Mental Retardation/Developmental Disabilities (MR/DD) and the

Office of Community Services (OCS)- 1,000 Employees

. Conduct training needs assessments to determine overall development

training needs through surveys, focus groups, job task analysis and

the review of anecdotal records.

. Develop /conduct a wide variety of complex training programs that have

a major impact on the Department's overall programs and its perception

by consumers and the general public.

. Responsible for new employee orientation plus training existing

employees on Diversity, FMLOA, Employee Benefits, and EEOC compliance.

. Responsible for designing and delivering training on Leadership

Skills, Performance Reviews, Communication Skills, Public Speaking,

Effective Business Writing, Time Management and other training as

needed.

HEALTHNET FEDERAL SERVICES, Johnstown, Pennsylvania

12/ 2004 - 11/2005

Is the Government Operations Division of Health Net, Inc., which provides

comprehensive managed care (health insurance programs) for military

families.

Call Center Supervisor

Ensured operations met policy and procedure performance metrics, quality

assurance program standards, and the requirements of laws and regulations

and contractual requirements.

New start up call center of 75 to 100 customer service representatives-

duties included but not limited to:

. Managed a team of 17 to 20 CSRs in their day to day performance

. Developed and mentored staff - fostered environment where Customer

needs are the primary focus

. Managed operational resources and correlated to production activity

and budget to actual results

AETNA, Pittsburgh, Pennsylvania

2001 - 2004

Manager Learning Services

Responsible for Customer Service training for 250 Customer Service

Representatives plus management staff of 15. Training includes new hire

training, on the job training, and training focused on new products,

policies and procedures. Managed a staff of 4 direct reports that included

two trainers, and two quality analysts.

. Analyzed training needs to develop new training programs or modify

existing programs.

. Developed courses to increase customer service representatives

performance, improve 1st call resolution, or customer satisfaction.

. Conducted or arranged ongoing technical training and personal

development classes for staff members.

. Trained instructors, quality analysts and supervisors in techniques

and skills for training and dealing with employees.

. Conducted orientation sessions and arranged new hire training.

At&T Wireless, Pittsburgh, Pennsylvania 1999 - 2000

Manager of Training and Quality

Responsible for Customer Care training for 350 Customer Care

Representatives plus management staff of 30. Training included new hire

training, on the job training, and training focused on new products,

policies and procedures. Managed a staff of 21 direct reports that

included four trainers, two supervisors in training, eight quality

specialists, six process and research representatives and one

administrative assistant.

. Ensured that the quality standards were consistently adhered to through

the monitoring and scoring of Customer Care Representatives calls.

Department was responsible for monitoring 1400 calls each month.

. Formulated training policies, programs and schedules; based on a national

curriculum, identified training needs, company processes or changes in

products, procedures or services.

System one/amadeus, Miami, Florida 1987 - 1999

Global Distribution System/Computer Reservation System, which provides real-

time access to travel information for travel agents, airlines, and

corporations.

Manager of Sales - Telesales Department/ Small Business Development

1994 - 1999

Managed 13 sales managers and a region of 2500 customers.

. Developed and executed marketing and sales plan for the department.

. Increased revenues of the lower producing customer segment generated over

$7.5 million in revenue.

. Reduced turnover and absenteeism of employees by 8% over a three-year

period.

. Actively participated in the preparation of contracts and negotiations,

100 per year.

. Developed and implemented curriculum for effective telephone sales

techniques.

Manager of Customer Services - Customer Services Call Center

1989 - 1994

Managed 9 supervisors with overall responsibility for 300 customer

service/support representatives.

. Responsible for call center operations, service levels, and quality

control.

. Managed staffing levels to budget and service level agreements.

. Established and expanded existing employee groups to allow more input

into policies and procedures.

. Trained over 300 supervisors and customer service representatives on

customer service skills.

Project Manager - Pricing Department

1987 - 1989

Contributed to the development of a multi-million dollar state of the art

automated airline itinerary pricing system that helped place the

corporation in line with competitors.

. Helped develop the written specifications for the pricing product.

. Supervised 20 systems analysts in preparation of documents and all phases

of testing.

Education

Barry University, Miami, Florida

MBA

Washington and Jefferson College, Washington, Pennsylvania

BA, English/Political Science

professional development

Magellan Behavioral Health Stress Management

Certified Facilitator

Aetna Customer Service Certified Facilitator

Certified Professional in Human Resources (PHR)

by HRCI

AT&T Wireless Customer Service Certified

Facilitator

Development Dimensions International, Inc.

(DDI) Certified Facilitator

Targeted Selection Certified by DDI

Allegheny County HR Academy Courses - Conflict

Management, Respectful Workplace, Unemployment

Compensation, Workers Compensation, and Safety

and Health Policy

professional AFFLIATIONS

Board member of non profit organization New Sun

Rising (provide fiscal sponsorship to grass

roots projects.)

Member of the Alumni Executive Council (AEC) of

Washington and Jefferson College - is

essentially the management arm of the Washington

& advocate for alumni interests and implement

priorities for alumni communications,

programming and services.

Hold Competent Communicator designation in

Toastmasters Club

# 1306484. Also hold the position of VP of

Education. Charter member of the Club.

PART TIME EMPLOYMENT

Borders Book Store, Monroeville Pa.

Oct. 2006 to Present

Cashier (part time)

. Maximize book sales by delivering outstanding customer service to all

customers.

. Provide help to our customers to ensure that they have a great

shopping experience.

. Rings purchases on the cash register.

Development Dimensions International Inc, Bridgeville Pa. Oct.

2006 to Present Scheduler (part time)

Working in a fast paced, customer service environment.

. Achieving project deadlines and metrics (customer satisfaction,

quality, productivity, etc.)

.Maintaining accurate and timely output reports.

.Operating all hardware and working with software in assigned work area

(e.g. PC, ACD telephone, MS Office).

.Assisting in project related administrative activities (e.g., quality

checks, data entry, material management, faxing, e-mail, copying).

.Demonstrating professionalism in all interactions.

Contact this candidate