Customer Service Training

Ron Rounick

***** ******** ***** * Strongsville, OH 44136 * Residence 440-***-****

Cell Phone 440-***-**** Email: abneje@r.postjobfree.com

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PROFESSIONAL PROFILE:

Recognized as a personable leader with proven success in building teams

that improve performance. A motivator who can influence at all levels,

create a positive culture, conduct performance analysis, formulate

strategic plans, measure and monitor results, act as a change agent and

gain buy-in. Definitive strengths in training delivery and development,

relationship building, team facilitation, interpersonal communication and

operations. A strong focus on the front line associate and customer ensures

success with input at all levels. Broad skill-sets encompass the following

disciplines:

Facilitation~ Leadership ~ Organizational Planning ~ Project Management ~

Team Building

Superior Interpersonal Skills ~ Mentoring/Succession Planning ~ Performance-

Development ~ Financial Services

Customer Service ~ Vendor Relations~ Collections ~ Communication ~ Sales ~

Internal and External Consulting

Performance Improvement ~ Change Agent ~ Needs Assessment ~ ROI Measures~

Coaching

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WORK HISTORY AND SELECTED ACHIEVEMENTS:

GE Money Sales Finance and Consumer Finance

November 2002 to January 2010

Global Training Consultant

o Provide training delivery, curriculum consultation and review, and

leadership development to G E Money Consumer Finance call center

operations personnel and outsourcing partners.

o Lead training projects that generate over $50 million acting as a senior

project consultant on new systems, process enhancements, employee

development, pilot projects, and new employee training.

o Manage projects to redistribute work internationally to reduce expenses

by over 40% while saving an estimated $15 million annually and increasing

productivity by 15%.

o Consult with GE Leaders to facilitate operational, system, communication,

and procedural initiatives across General Electric Money Bank with a

focus on Leadership Development, Customer Service/Sales, Collections,

Recovery and Provider/Merchant operations.

o Conduct T3 sessions for GE operations, training personnel, and

outsourcing partners including Accenture Learning, Iqor, Encore, GC

Services, NCO, Training Associates, and Raytheon Professional Services

across the US, Mexico, India, Canada, Puerto Rico, and the Philippines.

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SBC (AT&T)

October 1997 to June 2002

Director of Training

o Part of Operations Leadership team that improved operations within the

organization through effective, fun, and relevant training recognized for

reducing talk time to less than 2.5 minutes and generating $1 billion of

additional revenue while creating a positive culture focused on the

customer

o Responsible for training/operations in Ameritech, Southwestern Bell, and

Pacific Bell for 400 Managers and 4,500 Representatives in 11 states

o Changed the traditional training organization structure to one of a

strong partnership with the Operations organization becoming the model

for SBC nationally

o Consulted on a leading e-learning project that supports operations and

reduces training times while increasing student understanding and

communication skill sets across customer service, network, human

resources, and collections areas

o Designed a modular training program to focus on customer contact skills,

revised the initial training curriculum for new hires, and led change

management, performance management, performance based interviewing, and

management training curriculum and programs

o Motivated and trained leaders to manage teams and worked with

Organizational Learning to drive change through positive communication

and creative development allowing for hands-on and self paced learning

using adult learning methods

o Managed and directed the training operation and determined strategies,

needs assessments, and training solutions to best fit the needs of the

business

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EDUCATION: Bachelors of Business Administration; Major - Business

Management, Cleveland State University.

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