Customer Service Project Manager
Resume:
Tamar F. Smith
*************@*****.***
*** ******* *** **********, **** 45205
EDUCATION
**** - **** - ****** ** ******** Administration, University of Phoenix
**** - **** - ****elor of Business Administration in Marketing, University
of Kentucky
EXPERIENCE
2008 - Present Collections Trainer, Weltman, Weinberg, & Reis Cincinnati,
Ohio
Facilitate legal collections, systems, and supplemental training to
employees
. Created state specific legal training manuals to improve compliance
with FDCPA.
. Created soft skills supplemental training courses to increase
collection efforts.
. Continually work with all management to understand training needs.
. Implemented training checklist company wide.
2006 - 2008 Unit Manager, Citigroup, Florence, Kentucky
Provided leadership and training support for successful financial product
sales.
. Managed and coached 15-20 associates within a call center
environment.
. Increased department Compliance scores 15% and worked on projects
to increase efficiency within the department.
. Developed checklist process for department, which was implemented
company wide.
2005 - 2006 Training Specialist, Citigroup, Florence, Kentucky
Facilitated new hire training for customer service and sales in a call
center environment.
. Cross-trained associates in new curriculum.
. Assisted in training curriculum development.
. Provided performance support post classroom.
2001 - 2005 Training and QA Specialist, National City Bank, Cincinnati, OH
Facilitated new hire training for customer service and sales in a call
center environment.
. Developed Quality Training Curriculum for 2001 and 2002 to increase
customer service scores.
. Developed Online Bill Pay class and manual with policies and
procedures for department continuity.
. Developed, updated and facilitated courses on products, services
and policies and procedures of the bank.
. Monitored and reviewed 200+ calls per month in order to enhance
call center quality.
1997 - 2001 Onsite Project Manager, MedAssist, Inc., Covington, KY
Managed, recruited, hired and trained social services staff on site at St.
Elizabeth Medical Centers
. Increased revenue from uninsured patients from 1999-2001.
. Managed employees in two sites.
. Ensured compliance with Federal, State and hospital regulations.
KEY SKILLS
. Training knowledge and experience in customer service, sales, and
collections
. Management and Human Resource experience
. Oral and written communication skills
. Training design knowledge
. Training experience face to face and via Net Meeting
. Working knowledge of call center environments
. Knowledge and experience in Microsoft Office Products
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