Manager Training

William D. Garza

P: 956-***-**** **** Turtle Run Blvd Apt 411 Coral Springs FL 33067 ******@***********.***

PROFILE

• Objective: I am a highly motivated and experienced graduate from St. Mary’s University, who is currently

working towards a Masters in International Business. My Bachelor’s is in International Business and would

prefer to work in this field, but would be flexible and successful in any department. I am an effective

communicator and bring five years of experience in consumer research with Scarborough Operations. I pride

myself in my coordination and collaboration skills, which I relied heavily on while working in a Media relations

position where it was required as part of the daily business. My college and work experience have given me

excellent experience in accountability. References are available upon request.

• Qualifications: I have developed strong general management skills as I have progressed through college

and worked with a reputable market research firm for over 5 years. I posses strong communication skills,

media relations knowledge and consumer research experience. I am also skilled in Microsoft Office, Outlook,

Power Point, Microsoft Excel, Windows Movie Maker, and Access.

• Languages: English and Spanish. Proficient in reading, writing, and speaking Spanish.

WORK EXPERIENCE

Scarborough Operations Call Center Recruiter/Trainer, Coral Springs FL, November 24, 2006-

Present

• Promoted to position which requires confirmation with senior leadership to identify personnel needs,

workforce planning strategies, and search assignments.

• Develop and maintain a network of contacts to help identify and source qualified leaders.

• In charge of creating relationships with colleges to attract qualified applicants

• Utilize online recruiting resources to identify and recruit the very best candidates.

• Manage the scheduling and logistics of all interviews

• Perform detailed reference checking and/or reference analysis on selected candidates and review results

• Stay informed of trends and innovative recruiting techniques in order to be competitive in state-of-the-Art

recruiting practices

• Aiding Center manager in day to day activities; supervise over call center coaches, employees, and

trainees. Help manage production of markets and quota cells, and send out daily reports to clients at the end

of the work day.

• Structured a weekly training class for new hires that informed them about the company, products, phone

procedures, phone etiquette, and other requirements of a research interviewer.

• Work closely with HR in handling new hire paper work, imputing new hire date into Novatime, and CIF

Databases.

• Keeping tract of employee referral spreadsheet

• Certify bilingual interviewers and coaches on market research procedures

• Conduct workshops and PowerPoint presentations pertaining to Scarborough calling procedures

• Creating innovative PowerPoint presentations for call center workshops so that call center employees

stay up to date on all call center procedures on and off the phone.

• Helping implement an electronic monitoring form in Microsoft access for call center coaches to monitor

and evaluate call center employees.

Scarborough Research Supervisor for NRG Customs Study, San Antonio TX, Oct, 2006 to Nov,

06

• Promoted to position, in charge of production/evaluating coaches on productivity and procedures

• Training coaches to monitor interviewers. Training coaches on giving feedback to interviewers.

• Analyzing market zones and allocating numbers for interviewers to dial

• Compiling statistics and sending them to headquarters via e-mail

Scarborough Research CIT (Coach in Training), San Antonio Texas, May 27, 2006 to October, 06

• Promoted to position in charge of monitoring interviewers and making sure that correct market research

procedure is followed

• Creating incentives to help boost interviewer productivity and center moral

• Answering questions of call center interviewers regarding phone procedures

• Analyzing market zones and allocating numbers for interviewers to dial

Scarborough Research Interviewer, San Antonio Texas, July 2004 to 2006.

• Key player in the improvement of initial refusal percentage.

• Part of select team to perform National phone surveys.

• Participated in team to reduce double refusal percentages.

While at this position I have met or exceeded all goals.

International Representative, First National Bank, McAllen TX, summer of 2005.

• In charge of customer profiles

• Exchange of International Funds

Life Guard, San Antonio Texas June 2003 to August 2003

• WSI certified instructor.

• Taught swimming lessons to kids ages 5 to 12.

• Responsible for pool area and safety of pool inhabitants.

• Performed maintenance work on pool and pool area.

Media Relations intern, McAllen Texas June 2002 to August 2002

• Assigned to work at City Hall.

• Reviewed and edited Mayors speeches.

• Invited and participated in evening planning sessions.

• Maintained a log of current events.

• Compiled historical information for City of McAllen’s annual report

Indoor Soccer Coach and Gym Aide June 2001 to August 2001

• Coached children to develop effective athletic skills

• Supervised children in gymnasium area.

EDUCATION & SPECIALIZED TRAINING

• International Business Degree. St. Mary’s University, San Antonio Texas

• WSI certified instructor

• Received diploma from ITESO University, Guadalajara MX, for completion of “How to do Business in Mexico

Course.

AWARDS, MEMBERSHIPS & RECOGNITIONS

• Member of Kappa Sigma National Fraternity.

• AY Pledge Class President

• Recruitment Chair

• Held position as guard

References are available upon request

Contact this candidate