Customer Service Training
Resume:
J. Ryan Lofton
**** **** **** ****** ****: 918-***-****
Broken Arrow, OK 74012 Cell:
email: **************@*******.***
Training Professional
Proven success in classroom, instructor-led training with class sizes from
10 - 35 employees. Experience in training technical and customer service
skills covering a wide variety of industries in fast paced environments.
Ability to train new hires, continuing education, process improvement, and
leadership education. Exceptional flexibility with excellent
communication, interpersonal, and leadership skills.
Professional Experience
Gerdau Ameristeel, Sand Springs, Oklahoma
Training and Development Specialist March 2008 -
October 2009
Responsible for all training activities used by over 400 hourly and salary
employees.
. Designed, developed, and maintained a training matrix to track all
critical tasks and necessary training classes for over 400 employees.
. Coordinated all training activities for mill including HR Training,
OSHA required training courses, and leadership training courses
through PDI.
. Created training material and delivered required training courses on
HR topics such as Code of Ethics and Mutual Respect.
The DirecTV Group, Inc., Tulsa, Oklahoma
Training Specialist II January 2006 - February
2008
Responsible for training new hire employees on the fundamentals of the
satellite programming industry and continuing education for veteran
employees for new products and services.
. Trained Customer Service Representatives on the billing and account
maintenance system, as well as general customer service skills.
. Certified by Development Dimensions International to present
leadership training courses to supervisors and executive level
managers.
. Assisted in the development and design of On-the-Job Training program
that provides continuing education to new employees after their 3 week
new hire classroom training.
. Worked on special projects for the Training Manager.
Cendant Corporation, Tulsa, Oklahoma/Wichita Falls, Texas
Customer Relations and Reservation Sales Trainer January 2003 -
December 2005
Responsible for training new hire employees on the fundamentals of the car
rental industry and continuing education for veteran employees on system
enhancements and skills training.
. Trained Customer Service and Reservation Sales Representatives on the
car rental reservation system and general customer service skills.
. Developed curriculum for continuing education of veteran employees.
. Certified through Achieve Global to present leadership training
materials to supervisors and executive level managers.
. Spent three weeks in Tijuana, Mexico as a lead trainer on an
outsourcing project.
Cingular Wireless, Tulsa, Oklahoma
Quality Assurance Facilitator December 2001 -
December 2002
Responsible for monitoring Customer Service Representative telephone calls
using the NICE software to insure quality standards were being achieved.
. Coached Customer Service Representatives to handle customer issues
more efficiently and using one call resolution.
Trainer/Team Manager December 2000 - December 2001
Responsible for training new hire employees and managing a team of
customer service representatives.
. Trained new hires on the fundamentals of the cell phone industry,
different billing systems, and general customer service skills.
. Coached Customer Services Representatives to be more efficient with
their time by meeting certain statistics related to call time and
number of calls taken.
CompOne Services, Tulsa, Oklahoma
Audit Manager May 2000 - December 2000
Responsible for overseeing the department's collections of outstanding
medical claims.
. Managed a team of 5 - 12 auditors calling patients to set up payment
plans for their outstanding medical bills.
. Assisted the Sales Manager in preparing presentations for new
clients.
TV Guide (formerly United Video Satellite Group), Tulsa, OK
Quality Assurance Facilitator May 1999 - April
2000
Responsible for monitoring Customer Service Representative phone calls
using the Witness software package to insure quality standards were being
achieved.
. Listened to phone calls with employees to coach them how to handle
difficult situations.
. Coached Customer Service Representatives to handle customer issues
more efficiently and using one call resolution.
Sales Representative August 1997 - May 1999
Responsible for assisting customers with programming concerns and billing
issues.
. Provided customer service and sales to current customer calling into
our center.
. Made outbound phone calls to current and potential customers with
special offers on programming packages.
Past Certifications
Certified through DDI (Development Dimensions International) and Achieve
Global to present leadership training materials.
Education
Northeastern State University, Tahlequah, Oklahoma
Bachelor of Business Administration: Marketing
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