Customer Service Human Resources

Larry Wells

**** ********* ****

Dayton, OH *****

********@*******.***

Cell: 937-***-****

Alternate: 937-***-****

Detail Oriented Quality Analytics Specialist with an extensive quality assurance/customer service and assistance background.

Dedicated Training Coordinator with experience in managing all aspects of a training program, with a focus on the customer service industry.

Experienced Human Resources Specialist with experience in managing all aspects of the hiring process.

Areas of Expertise

-Quality Assurance

-Training Program

Development

-Human Resources

-Employee Conflict Resolution

-Management Experience

-Training Facilitation/Testing

-Microsoft Office

-QuickBase

-Adobe Connect Pro,

Captivate

-Go To Meeting

Professional Experience

J. Lodge, LLC 12298 Matterhorn Rd., Fort Myers, FL 33913

July 2008 -

March 2015

Quality Analyst, July 2008 - August 2009 Full Time

Responsible for monitoring customer service calls, and scoring the representatives’ performance based on criteria provided by the client.

Worked within accounts for various industries simultaneously, and always exhibited excellent performance and attention to detail.

Performed duties while working in a virtual environment, exhibiting the ability to perform well while working independently, and as a member of the team.

Training Coordinator, August 2009 – July 2010 Full Time

Scheduled and led weekly meetings with account managers in order to determine necessary training topics and schedules. Trained twenty to thirty quality analysts at one time.

Researched and developed presentation materials for upcoming training sessions.

Created PowerPoint presentations for multiple accounts weekly.

Created assessments that gauge the employees’ retention of the materials covered for each training session. (These results were also used for ROI reporting.)

Facilitated the training sessions for six accounts that I oversaw

Administered the assessments, and reported the results.

Fostered a positive learning environment, and resolved questions and concerns from the individuals I was training.

Human Resources Recruiter, August 2010 - March 2015 Full Time

My responsibilities as the Human Resources Recruiter were wide-ranging, and varied. My primary function was to do intake of applications, and then schedule and conduct interviews with qualified candidates. Some of my other duties within this position included the following:

Entered the applications of potential employees into a database.

Scheduled interviews for myself and colleagues.

Conducted interviews with potential employees, and provided recommendations about who should be hired.

Researched and wrote articles for the company newsletter.

Assisting new employees with initial computer set up.

Coordinating with representatives of state agencies to discuss the technical needs of potential employees.

Assisted recruiting potential employees

Education and Training

Vandalia-Butler High School Graduate

Sinclair Community College Attended

Wright State University Attended

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