Customer Service Manager
Resume:
Marcus R. Dunklin-Booker
Dallas, TX
75241
Cell: 214-***-****
ablw33@r.postjobfree.com
SUMMARY:
Call Center Trainer with over 10 years + experience in teaching programs
that successfully increase sales as a result of training techniques using
adult learning theories. Possesses the ability to teach others strong
customer service skills and how to move more efficiently through systems to
improve Customer Service ratings.
Debt Zero 08/2006- Present
Dallas, TX
Trainer Manager
As a call center trainer I would be responsible in developing and
delivering training modules related to systems, sales soft skills,
negotiation skills and interpersonal skills to be delivered to coaches,
counsels, and other debt settlement participants in our organization. As a
call center trainer I would have to serve as a subject matter expert for
debt settlement training and Negotiation process . I would work with vendor
partners in identifying appropriate training approach and have to serve as
manager and facilitator .Assess individual's development and training needs
and provide feedback to management staff. Works with management staff to
develop essential training programs that will help the organization achieve
its settlement plan. Develop, implement and administer leadership training
programs for Sales Managers and Marketing teams.
Sprint PCS, Irvine, CA, 11/2004
08/2006
Trainer Manager
As part of the team, the Supplier excellence trainer delivers prescribed
trainings in accordance with approved guidelines, format and schedule.
Organizes training documentation comprised of course outlines, trainee
materials, and tests. Provides technical input and creates/updates new
training packages as required. Train customer service staff, develop
schedules and manage workload, communicate with sales force to ensure
client expectations are met, resolve customer conflicts and recommend
improvements.Position requires extensive customer service experience;
strong supervisory, communication and critical thinking skills with the
ability to develop & motivate staff and conduct presentations and a
thorough understanding of MS Office (PowerPoint, Excel, Word).
Bank of America, 03/1998 -
11/2004
Glendale, CA,
Trainer
Trained Fraud Analysts level 1 to review potential fraudulent accounts for
the prevention and detection of Fraud and to verify account activity with
customers over the phone. Conducted analysis of team output and made
recommendations for training and/or communication. Participated in and/or
leads special projects and process improvements as directed by Director of
sales and customer manager. Evaluated training and performance improvement
results through a multi-level evaluation process including assessment of
participant performance throughout the program and performance improvement
on the job. Educated CSR's on Visa/MasterCard polices and procedures for
fraud loss. Taught check 21 loss prevention Techniques and launching
complaints on Fraudulent claims.
AT&T, Los Angeles, CA, 02/1996
- 03/1998
Trainer Manager
Trained programs, policies and procedures, systems, customer service, etc.
Assisted with the development of targeted areas within the Call Center for
specific benefit/product related issues. Facilitated the overall training
of the Customer Service Call Center with the joint recommendation of the
Customer Service Call Center Manager. Stayed current on all systems,
regulatory, policy and procedure changes.. Addressed the day to day
operational issues of the Quality Assurance department and recommended
areas of improvement to the Customer Service Call Center Manager and
Training and Quality Assurance Manager.
EDUCATION
Marcia College, Law/Certification
University of Toledo, Law/ Certification
Southwest Community College: Adult Learning Theories and Motivational;
Speaker and Leadership Training Program
Train the Trainer Training with AT&T and Bank of America, Certified Fraud
Trainer for Bank of America, Dispute Trainer Bank of America, Certified
Local Exchange Carrier Trainer through AT&T
SOFTWARE SKILLS
Seibel 7.0, Seibel 8.0, RAMP, Witness, Nice, Bur link, System 7.x
Windows, Excel, Access, PowerPoint, Word, Outlook, Lotus Notes
Linux, Tru64 UNIX
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