Customer Service Training

PHOENIX R. CAVALIER

Mobile: 206-***-**** Email: ablcfh@r.postjobfree.com

Post: 1909 N. 39th St. Seattle WA, 98103 Online:

linkedin.com/in/phoenixcavalier

PROFESSIONAL BIOGRAPHY

My experience includes instructional design, corporate training, and

program management; over more than nine years I have served retail,

banking, telecommunications, heavy equipment, and pharmaceutical

industries. During this time I directly trained more than 3,200 employees.

I have designed and facilitated nationwide training initiatives for

Verizon, Motorola, Qwest, and Abbott Labs. My talent is creating

experiential training designed to quickly translate classroom learning to

visible behavior change in the workplace that strongly connects with the

adult learner.

PROFESSIONAL HISTORY

LQ Solutions Vault, Inc., Indianapolis IN Director, Instructional

Design Jan 2009 ~ Jan 2010

Contact: 888-***-**** Contact: April Deuschle

. My role included managing IT development schedules, identifying preferred

web development partnerships and working with PHP developers to determine

how the website would function for users. My services included copy

writing, website content development, website administration and

maintenance using Wordpress, and instructional design and development.

During this contract I created website copy for more than 35 online

pages, built corporate training for more than 26 different titles ranging

from topics on emotional intelligence (EQ) to innovation and consultative

sales. Total development was equal to more than 100 hours of in-class

facilitation. As a ghostwriter I published more than 115 training

industry related blog posts for the SolutionsBlog located online at

www.lqsolutionsvault.com.

Telamon/Officescape, Indianapolis IN Program Manager

Dec 2006 ~ Dec 2008

Contact: 317-***-**** Contact: Greg Scholl

. As a Program Manager for Officescape I managed relationships worth more

than $400,000 per month. When I began work with Officescape in December

2006, many relationships had been compromised by neglect of previous

Program mangers. As of December 2007, our largest client totaling

$225,000 in gross revenue per month went from low to high satisfaction,

as evidenced by their signing of a two-year contract, instead of a

standard one-year renewal. While working with Officescape I created the

Telework530 program, an initiative designed to assist organizations in

creating work-at-home policies in five steps and thirty days. This

product was presented for consideration at the federal level and found

traction in several departments, with opportunities later cultivated with

Comcast and other organizations.

LQ Performance Strategies, Indianapolis IN Instructional Designer

Mar 2005 ~ Nov 2006

Contact: 888-***-**** Contact: April Deuschle or Mike Lantz

. LQ Performance Strategies' primary goal is to create value by ensuring

skills transfer from the classroom to the work environment through

excellent instructional design. The projects I managed ranged in length

from one-day academy programs to multi-year company universities.

I was directly responsible for project management for multiple clients at

the same time. In twelve months I created more than 75 training programs

ranging from 1.5-hours to 3-days in duration. I designed programs for

corporations including Abbott Laboratories, Praxair Surface Technologies,

Virtual Meeting Strategies, State Farm Insurance, ReMax of Indiana and

several other leading organizations.

Citigroup, Ontario CA Mgr, Training & Development Feb 2003 ~

Jul 2004

Contact: 909-***-**** Contact: Julene Hansen

. Citigroup's primary goal for training was to ensure compliance under

several federal regulations including FCRA, GLBA, FDCPA, TILA, REG B, E

and Z for call center customer service. I facilitated training on active

listening skills, questioning skills and the skills to resolve customer

concerns. I trained computer skills and verbal techniques using in-class

role-playing activities, and mentored desired behaviors through live call

observations and individual feedback. I partnered with call center

managers to ensure classroom dynamics supported the expectations new

employees would encounter in the call center. While working for Citigroup

I delivered training to more than 200 new employees, over 150 existing

employees, 14 trainers and 12 managers, in less than two years; I also

traveled to deliver training in Texas, Louisville and Philadelphia. In

total, I provided cross training for improved customer service and

customer retention to over 375 employees in a 36 month period. I also

created training for other trainers, such as the 'Principles of Adult

Learning' which I facilitated in March of 2004.

Telamon Corporation, Carmel IN Mgr, Training & Development

Dec 1999 ~ Nov 2002

Contact: 317. 818.6888 Contact: Charles Wolff

. Telamon's primary focus was order fulfillment through call center and

warehousing initiatives. My contributions include the successful

development of training initiatives for a 200-seat call center, ISO / TL

9000 document maintenance and project management. I used Microsoft

PowerPoint, Excel and Word programs to implement policy and procedure

guidelines. FrontPage Editor allowed me to create web based performance

support tools that easily allow changes to be visible to call center

associates within minutes. I also used CBT models to develop paperless

interactive classroom tests that provided immediate test results through

a built-in reporting tool. Through corporate training initiatives I

supported the launch of time and change management techniques for the

entire company. By using coaching skills I was able to develop

individual's strengths, improve team morale, and increase retention.

SKILLS and EDUCATION

. University Studies: Human Resources, Sociology, English and Business Law

- GPA: 3.9 / 4.0

. Office Product Skills: Expert: Microsoft Word, PowerPoint and Outlook.

Proficient: Excel, Access.

. Technical Skills: Expert: Wordpress. Proficient: Plesk, Minor HTML

Coding Proficient: SQL Reporting

. Languages: French

REFERRALS

. Greg Scholl - General Manager, Officescape 317-***-****

http://www.linkedin.com/in/gregscholl

. Jack Needham - Author/Founder, Mind Solutions, Inc.

317-***-**** www.mindsolutionsinc.com

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