Customer Service Training
Resume:
CLIFTON CLARKE III
Detroit, MI ***13-1811
**********@*****.***
BACKGROUND SUMMARY
Experienced training professional seeks a career position where 10 years of customer service,
development, and computer experience will contribute to growth and profitability. Training and
development experience includes professional development, performance improvement, and
software in class and web training. Excellent interpersonal and communication skills are
evident in the ability to present and explain products and services to all levels of the company.
Recognized strengths in communication, problem-solving, and group dynamics with ability to
train, motivate, and supervise customer service employees. Technical knowledge: Microsoft
Office, Java, HTML, Articulate, Lectora, Flash, GEO-Learning LMS
.
PROFESSIONAL EXPERIENCE
Wageworks, Inc., Troy, MI 2005-2008
Flexible Spending Account Administrator based in San Mateo with branches in Wisconsin,
Arizona, and Michigan.
Trainer
Responsible for conducting employee training sessions that may include but is not limited to
delivering new-hire, client-specific, procedural, and behavioral training programs as
appropriate.
Created product and presentation modules to address marquee customer complaints,
by meeting with all levels of the organization as well as the parent company reducing
customer complaints by 50%.
Reduced international vendor complaints by over 70% despite structural
inconsistencies, by leading training for Canadian vendor which created a new module on
American Healthcare.
Developed key piece to company’s marketability by creating a performance
management seminar as a part of a new corporate development program. Helped to
establish the company’s marketability to candidates as well as investors.
Created and implemented first-ever training program evaluation process, to establish
trainer accountability and ensure training requirements were met despite resistance
from team.
Charter One Bank, Detroit, MI 2003-2005
Banking Corporation owned by Citizens Bank out of Massachusetts.
Customer Service Representative
Provide customer service while conducting bank teller responsibilities that include deposits
and withdrawals. Responsible for selling retail banking products and investment referrals.
Led team in sales and investment referrals for six straight quarters.
Clarke, III Page 2
Managed merchandising, ATM, and inventory operations in addition to maintaining high
standards of performance in day to day operational responsibilities.
Wayne State University, Detroit, MI 1998-2001
Library Clerk, Undergraduate Library 2000-2001
Provided customer service for patrons through check in and check out procedures for
materials.
Supervised and trained team of student assistants over two shifts to ensure proper skill
levels were met, resulting in improved long term organizational performance.
Student Assistant, Graduate School 1999-2000
Telemarketer 1998-1999
Raised funds for various departments at the University.
EDUCATION
M.Ed Training and Performance Improvement, Capella University in Process
Bachelor of Science, Business Administration, Wayne State University, Detroit, MI 2001
Graduate, Denby High School, Detroit, MI 1995
MEMBERSHIPS / AFFILIATIONS
Alpha Phi Alpha Fraternity, Inc., Member 2000
Change4us, President 2006
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