Customer Service Training

Thomas Courduff

***** **** ** *********, ** ***** ? ******.********@*****.*** ? (813) 677-

0242

MANAGEMENT PROFESSIONAL

"Specialist in Call Center Operations, Sales, Customer Support and Revenue

Expansion"

Objective:

To obtain a position within an existing or new call center where I can

contribute my extensive experience and skills to ensure the center exceeds

expectations for superior customer service, maximum revenue generation,

high agent productivity, call efficiency, high attendance, low turnover,

and budget adherence.

Qualification Summary:

Highly accomplished, resourceful, and high-energy professional with 10+

years of extensive call center management and training experience. Possess

strong team leadership, motivational, and coaching skills. Technically

astute with experience in telephony and computer systems. Maintain a

consultative coaching style and extensive interviewing and hiring

experience. Creative and innovative leader, excellent communicator.

Experienced in building and maintaining a motivated team environment while

exceeding aggressive service and revenue goals. Exceptional ability to work

under high pressure.

MANAGEMENT AND RELATED EXPERIENCE

Call Center Manager, Bisk Education, Tampa, Florida 06-2005-Present

Responsible for the overall successful day-to-day operations of the

admissions department. Coordinate with the department team Managers in the

implementation of student enrollment strategies and the handling of

customer inquiries and issues. Supervise and motivate the call center

admissions staff of 50+. Coordinate with the department University team

managers in the implementation of student enrollment strategies and the

handling of customer suport inquiries and issues. Insure client and

corporate service, quality, and contribution goals, financial, metric and

associate satisfaction goals within the site are met. Provide leadership

and management to associates. Regularly conduct supervisor team meetings.

Supervise multiple teams for one or more clients. Developed a system and

call scripts to facilitate the efficient management of call volume. Provide

customer service excellence and technical support on computer and telephony

systems. Conducted interviews with responsibility for the placement of

employees. Ensured strict adherence to company policies and procedural

guidelines. Building a team that effectively supports client programs,

products and services. Driving the development of superior customer service

and high performance. Leading workflow distribution and floor management to

ensure service levels are satisfied. Hiring, training/developing,

motivating, coaching, evaluating and retaining qualified staff. Maintaining

service, talk/wrap time, data, and both client and consumer satisfaction

levels.

Call Center Training Manager, Bisk Education, Tampa, Florida 01-2003-06-

2005

Responsible for the delivery of training within the call center that

produces meaningful, high-quality and timely service to the customers.

Partner with Corporate training on the development of new training

programs. Schedules new training classes across multiple training

facilities and is responsible to ensure all appropriate system access is

ready for new agents. Conduct follow-up studies of all completed training

to evaluate and measure results. Aligns training delivery strategy to

ensure all call center operational goals and performance expectations are

achieved. Develop effective training materials utilizing a variety of

media. Develop trainer development programs and coach others involved in

training efforts, providing effective growth and development opportunities.

Exemplify the desired culture and philosophies of the organization. Work

effectively as a team member with other members of management. Effectively

manages training staff, conducts performance appraisals and manages

performance and development. Ensures Continuing Education up-skill training

requirements are being scheduled. Collaborates with the call center

leadership to provide technical support or feedback as needed. Conduct

initial and on-going skill development assessments of call center

personnel, inclusive of leadership. In conjunction with HR, interviews,

hires, trains and evaluates trainers. Champions innovation among all

colleagues. Lead operational, training, and organizational initiatives.

Participates in the development of metrics and standards for performance.

All other duties as assigned.

Call Center Manager, Comcast, Newtown, Pennsylvania 06-199*-**-****

Direct call center operations as a liaison between clients, supervisors,

and call center employees. Administer performance

management by diagnosing improvement opportunities, providing effective

feedback, coaching, training, professional development, and corrective

action plans. Perform quality checks, develop and review performance

reports, identify areas to improve, and implement measures to improve

performance levels and meet objectives. Conduct group training sessions on

new products and services. Develop sales techniques of each customer

service representative to drive revenue growth. Coordinate the

interviewing, hiring and training of over 50 customer service

representatives. Monitor interaction between staff and callers to ensure

quality assurance standards. Review call center statistics to measure staff

performance and the need for improvement.

Call Center Representative, Comcast, Newtown, Pennsylvania 01-199*-**-****

Deliver world class customer service and build customer satisfaction and

loyalty. Provide effective and timely resolution of a range of customer

inquiries. Strive for one-call resolution of customer issues. Complete

ongoing training to stay abreast of product, service and policy changes.

Strike a positive and cooperative tone with both customers and coworkers.

Demonstrate best judgment in the disbursement of adjustments and credits.

Increase the customer experience by providing information on new products,

rate plans, and services through up selling opportunities.

EDUCATION

Bachelor of Science in Business Management Temple University

1996

Executive Certificate in Negotiations University of

Notre Dame 2006

Six Sigma Green Belt Villanova

University

2006

Global Marketing Strategy Thunderbird

School of Global Management 2007

TECHNOLOGY

Talisma CRM

Microsoft Office Suite

Power Point

Workforce

NetSuite CRM SAP

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate