Customer Service Human Resources

Genevieve M. Loyd

**** ********* ****** #****

Arlington, TX 76015

817-***-**** ********@*******.***

SUMMARY

Dedicated and passionate training specialist with years of experience in leadership, human

resource matters, call centers and training.

PROFESSIONAL EXPERIENCE

CUNA Mutual Group, Fort Worth, TX 2004-2009

Training & Development Specialist (2007-2009)

• Design, develop, and deliver instructional materials for managers, employees, and

customers

• Assist with implementation and on boarding at credit union locations

• Train new hires on job functions and responsibilities relating to customer service, systems,

credit unions, banks, and processing consumer loans and mortgages

• Coach agents to achieve 80% or higher on quality scores

• Assist Human Resources/Managers in assessing the performance of agents

CUNA Mutual Group, Fort Worth, TX

Senior Agent Representative (2006-2007)

• Act as the subject matter expert and serve as backup point of contact

• Partner with Team Lead to maintain up to date information related to training materials and

procedures

• Research Voice of Customer from clients and implement appropriate response, or action

• Handle escalated calls and document for tracking purpose

CUNA Mutual Group, Fort Worth, TX

Call Center Generalist (2004-2006)

• Assist callers with financial accounts

• Process phone/internet loan applications for 300+ credit unions

• Decision loans based on lending criteria and credit report

• Maintained a 90% and higher customer quality score

• Exceeded monthly performance goals

McDonalds, Arlington, TX 1997-2004

Manager

• Manage a crew of 20+ and maintain daily product and labor ratios within 3% of goal

• Implement training program for new hires on job functions and provide continuous coaching

to all employees

• Create schedules for all employees and managers

• Open/close store and responsible for monetary counts and bank runs

• Assist with weekly $8k truck orders & conduct monthly counts on products

Education

BA, Criminology and Criminal Justice, University of Texas at Arlington, Arlington, TX

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