Customer Service Sales

Thomas L. Langstone

** ******** ****** ********, ** 02343 781- 767- 2569 ******@*******.***

Objective

Learning & Development Champion

Qualifications

Training and Organizational Development professional – skilled in needs assessment and the

design, development and delivery of training interventions

Experience facilitating training programs on telephone etiquette and call handling product

training, customer service, end user systems applications, management and leadership

development, coaching and feedback, sales,, and team building.

Exceptional consultative and collaborative ability with all levels of staff

Training and organizational development experience in both corporate and healthcare settings

Excellent oral and written communication skills

Selected Achievement Highlights

Managed an 8 person Training and Quality Assurance Department in an Inbound/Outbound

sales and customer service call center.

Chair of a Customer Service Team at Boston Medical Center, the goal of which is to develop

programs and processes that will positively impact customer satisfaction. Created and

implemented a Quality Assurance program which has been incorporated into the Patient First

improvement process at Boston Medical Center

Designed, developed, and facilitated the program, “Coaching for Improved Performance”

targeting coaching and feedback skills for managers/supervisors. This program has become an

integral part of the customer satisfaction initiative at Boston Medical Center.

Designed, developed, and facilitated a custom program that taught staff how to ask sensitive

survey questions in order to comply with state regulations. This program is now a standard

offering for new registration staff at Boston Medical Center.

Consulted with department heads and developed and facilitated customized learning

programs for various departments within the organization.

Authored two articles for Call Center Management Review

“Are You Setting Clearly Defined Monitoring Goals”

“A Positive Attitude and the Right Skills Equal Star Service”

Selected by the American Cancer Society Northeast Region to facilitate a Creative Thinking

Workshop at the New England Division Staff Conference.

Professional Experience

Boston Medical Center

Organizational Development and Training Technical Specialist 2006 – present

Performance Consulting/Needs Analysis: Consult and collaborate with Sr. Management

and Directors to build consensus regarding both skills and work processes to be addressed by

training. Conduct needs analysis on training requests; clarify performance issues and provide

recommendations for targeted training interventions to close performance gaps.

Program Design/Delivery: Serve as in-house resource for the development and delivery of

both technically specific and customer service programs that support staff development and

work proficiencies within business units of Boston Medical center. Research, develop, evaluate

and revise course materials. This includes facilitating training on patient registration and

appointment scheduling software – SDK and IDX - as well as insurances.

Leadership Development: Collaborate with other OD&T Specialists, Human Resource staff

and Line Managers to guide needs assessment and make recommendations on the

development of managers and supervisors. Developed a coaching/feedback program for

managers/supervisors. Contributed to the evaluation and re-design of Foundations of

Leadership, a program targeting required skills for emerging leaders in the organization.

Provide Program Design, Facilitation and Evaluation expertise: to other OD&T staff on

joint projects and events, and contribute to successful roll outs and continuing facilitation.

Examples: New Employee Orientation, Cultural Transformation Workshops, Behavioral

Standards, Challenging Co-Workers/Horizontal Violence.

Organizational Development: Identify and implement customized interventions as needed

by specific departments throughout the hospital.

Training: Utilize a facilitation style that reflects adult learning principles and partners with

learners to master skills and knowledge and successfully transfer those to on-the-job behavior.

.

TBK Consulting

Owner, Principal Consultant 2000 – 2006

Performance Consulting: Collaborate with business leaders to perform a systemic analysis

of performance gaps.

Needs Analysis: Recommend and implement targeted interventions for performance

improvement.

Program Design/Delivery: Design, develop, facilitate training interventions on topics

including, but not limited to: management/supervisory development, leadership skills, sales

skills, customer service skills, systems use, and creative thinking.

Technical Training: As required design and facilitate end-user training on various order entry

and customer service software programs.

Bose Corporation

National Manager, Training and Quality, DMG 1994 – 2000

Manager: Manage the daily, weekly and monthly activities of an 8 person training/QA team

which supports the needs of both a primary and a remote sales/customer service call center.

Needs Analysis/Program Design/Facilitation: Identify departmental training needs.

Design, develop and present appropriate new hire and recurrent training programs related to

Inbound/Outbound Telemarketing sales efforts including training on the Bose product line, order

entry system application, and Inbound/Outbound Sales and Customer Service procedures for a

staff of 200.

Leadership/Supervisory Development: Provide developmental programs for

leadership/supervisory staff on topics including coaching and feedback, delegation skills, time

management and creative thinking.

Education

Lesley University, Cambridge, MA Boston College, Chestnut Hill, MA

M.S. in Training and Development BA English

Achieveglobal: Certified Instructor Dale Carnegie

Achieving Extraordinary Customer Relations Sales Advantage, Building Relationships

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