Maureen McKeever

*** ********* ***** abl03b@r.postjobfree.com

Turtle Creek, PA 15145 412-***-****

SUMMARY

Expert Trainer with excellent results in training both new and tenured employees in all levels of

technical support and customer service. Adept at translating complex information into

understandable work aids and exercises to increase employee efficiencies. Known for research

and spotting trends to recommend training for improved performance. Achieved perfect

attendance over the past nine years.

PROFESSIONAL EXPERIENCE

Dish Network, McKeesport, PA 1998 –

2010

Expert Trainer (2005 – 2010; 1999 – 2000)

Trained an average of 20 new hires per class (average 6 classes per year) in technical support and

customer service. Facilitated new and advanced skills and weekly upgrade training to

experienced agents.

• Wrote curriculum and training materials for WildBlue (satellite internet) technical

training used in McKeesport and El Paso Customer Service Centers.

• Improved curriculum by providing concise feedback.

• Was frequently asked to be the first to train using new material.

• Created training materials to hone agents’ skills including billing exercises and technical

cheat sheets resulting in higher New Hire test and quality assurance scores. Conducted

one-on-one training with struggling agents resulting in decreased call handling time and

improved quality assurance scores.

Training Supervisor (2000 – 2005)

Managed and mentored new trainers, handled payroll and wrote annual performance appraisals

reflecting yearly achievements.

• Scheduled classes for over 1,200 people in customer service center.

• Interviewed candidates for positions in Training Department.

• Generated higher revenues by creating training in reducing account monetary adjustments

to resolve customers’ issues.

• Created training aids ensuring agents’ understanding of new information and procedures.

• Wrote competency tests for all supervisors and worked one-on-one with those who

needed improvement in technical skills.

Customer Service Representative (1998 – 1999)

Resolved customers’ calls regarding satellite TV technical support, billing and general account

inquiries. Assisted team supervisor.

Law Offices of Leslie Michel, Forest Hills, PA 1994 –

1998

Law Office of Constance McKeever, Pittsburgh, PA

Legal Assistant

Maureen McKeever Page 2

Waldenbooks, Monroeville, PA 1990 –

1994

Bookseller

Opened and closed store including making bank deposits.

Community College of Beaver County, Monaca, PA

1992

Adjunct Professor of Business

Taught Marketing to second-year business students.

Keystone Shipping Company, Philadelphia, PA 1988 –

1990

Third Mate

Sailed as Deck Officer on crude oil and chemical product tankers.

Texas A&M University of Galveston, Galveston, TX 1985 –

1988

Assistant Professor of Nautical Science

Taught navigation and seamanship courses to undergraduate students. Sailed as Third Mate on

training ship while also teaching summer classes.

United States Merchant Marine Academy, Kings Point, NY 1983 –

1984

Assistant to Academic Dean

Researched and reported on performance of midshipmen.

Military Experience: Lieutenant, U. S. Navy Reserve, Individual Ready Reserve (1979 – 1994)

EDUCATION

M.B.A., General Studies, University of Pittsburgh, Pittsburgh, PA

B.S., Nautical Science, United States Merchant Marine Academy, Kings Point, NY

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