Customer Service Project Manager
Resume:
Erica L. Hawkins
***************@*****.***
**** *. ******* ****** ****: 773 420
Chicago, IL 60619 3354
Skilled Facilitator Facilitated training to newly hired employees. Also trained
incumbent employees on new products, processes and procedures.
Effective performance management specialist Managed projects that included
curriculum redesign, implementation of retention training for the retention call center in
Jackson Mississippi, managed cross training efforts with Comcast University
personnel to ensure that all trainers were trained on the Atlanta call centers processes
and procedures.
Motivation Expert Skilled at motivating new and incumbent employees to set and
achieve career goals.
Areas of Expertise
Performance Management Process Improvement Pinnacle/Call
Adult Learning Theory Project Management Monitoring
CSNHE Certified Trainer Certified Sales Trainer Transitional Sales
Trainer
CSG/Trouble Ticket Systems
Professional Experience
Comcast University 6/99 to 2012
Operations Trainer – Tinley Park, IL
• Developed and prepared new employees for the call
center environment.
Designed job aids for clear and concise understanding
•
for agents after leaving the classroom environment.
Communicated valuable course material to employees of
•
Comcast.
Managed classroom environment that included 12 24
•
participants for a six eight week training period.
Communicated attendance matters to call center
•
management and provided a weekly report of all training
materials covered during class.
Project manager (POC for Comcast University), Atlanta
•
Call Sharing Project.
Successful implementation of seamless integration of
•
Atlanta Calls in the Tinley Park Call IL. Call center.
Collaborated with leadership for updates of new
•
processes.
Facilitated R.I.S.E. (Relate, Investigate, Solve, Enhance)
•
training to the Retention agents in efforts to save
customers.
Created a proposal for R.I.S.E. training to be administered
•
to the Billing and Repair department.
Attended classes for support of leadership facilitation
•
and provided adhoc training to assist with any obstacles
in class for a smooth transition for all Call center
employees.
Traveling Trainer traveled to different states within the
•
U.S. to facilitate classes.
TCI of Illinois, AT&T Broadband, Comcast Cable, Greater Chicago Region 10/94 6/99
Customer Service/Sales Representative
Answered inbound calls
•
Performed technical trouble shooting
•
Data entry
•
Answered billing inquiries and adjusted consumer’s bills accordingly.
•
Opened new accounts
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Upgraded existing customer’s accounts
•
Pagenet, San Jose Ca. 1992 1994
Receptionist
Answered inbound calls
•
Greeted incoming Clients
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Paged sales and account Representatives with messages (via Alpha Pagers)
•
Audited company telephone bill
•
Logged employment applications
•
Education and Training
San Jose City College – San Jose Ca. 1988 – 1991
Associates Degree Social Science
Certifications
Level 1 Training Certification, Comcast University
•
Selling the Value Certification, Comcast University
•
Retention Sales Certification (R.I.S.E.), Comcast University
•
Sales 123 Certification, Comcast University
•
Emotional Intelligence Certification, Comcast University
•
Customer Service New Hire Experience, Comcast Country
•
Training
Pinnacle Training
•
Care Excellence (phases 1,2, and 3)
•
Xfinity Home (Home Monitoring Solution)
•
Verizon Wireless training
•
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