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Customer Service Manager

Location:
San Antonio, Texas, United States
Posted:
January 29, 2018

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Ross A. Atwell

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

San Antonio, TX 78239

210-***-****

ac38me@r.postjobfree.com

Well accomplished and seasoned professional offering more than 20 years of experience in the areas of operations, training, leadership, sales, project management, and strategic planning seeking new opportunities Demonstrates steadfast expertise in training, customer service, business development, and creative management

Known as outstanding leader that exhibits keen sense of responsibility and solid professional standards with excellent track record of dependability Ability to provide strategic vision and leadership that drive operational processes, productivity, efficiency, and bottom-line improvements Possesses outstanding interpersonal and communication skills with the capacity to build and maintain strategic business/client relationships Proven record of success in developing people to increase organizational efficiency and delivering results

Areas of

Expertise

Training and Development

Staff Motivation and Mentoring

Cross-Functional Team Leadership

Operations

Sales

Problem Identification/Resolution

Workflow Analysis and Process Improvement

Budgeting and Expense Monitoring

Profit and Loss Statements

Project Management

Recruiting

Call Center

Experience

5/2017 - Present

ALORICA

Team Manager (FEMA)

• Launched a new campaign with Alorica supporting the government agency FEMA

• Lead a team of up to 30 service agents in support of FEMA disaster assistance initiatives

• Monitor calls, coach, and mentor agents to provide superior customer service and adherence to policies

Customer Service Agent (Movers)

• Support DirecTV services to new residence

• Maintain superior customer service satisfaction to requirements of AT&T client

• Maintain 100% attendance and policy and assist current AT&T customers with physical move of compliance

7/2015 - 6/2016 Food Management Partners

(FMP)

Lead Curricula Designer and Learning Management System (LMS) Administrator

• Design and implement training materials using Articulate, Captivate, and Adobe products

• Design and develop an open source LMS (Moodle)

• Administer the LMS for ~20,000 users and maintain SCORM learning packages

• Meet with stakeholders for analysis of current curriculum effectiveness and project timelines for necessary modifications 2/2010 - 2/2014

Pearson

Technical Writer / Instructional Designer

• Developed and wrote training curriculum to support K-12 teachers on software programs including handouts, learner guides, quick reference cards, and PowerPoint presentation materials

• Created materials for trainer-led, online virtual classrooms, and web-based / self-paced formats

• Delivered train the trainer sessions via live instruction and web based formats

• Administered and maintained the data servers for training content

1/2008 - 7/2009 New Horizons Computer Learning

Centers

Austin, TX

General Manager

• Managed a $4.4M annual revenue computer training company

• Implemented process improvement and financial analysis to reduce expense structure by 40%

• Surpassed revenue forecast for 9 consecutive months and achieved 120% results versus annual revenue forecast Awarded 2008 Global Center of the Year

1/2007 - 12/2007 New Horizons Computer Learning

Centers

Austin,

TX

Sales Manager

• Managed a 14 person consultative Account Executive team selling dynamic customized training and development solutions

• Achieved 125% sales results versus 2007 forecast

• Created and delivered internal mentoring and training program for sales staff

• Secured $700,000 state funded training grant for government subcontractor at Fort Hood

12/2004 - 9/2006 New Horizons Computer Learning

Centers

Southern

CA

Regional Director of Operations

• Managed operations departments for 3 IT training centers and managed a staff of 150+ including IT, customer service and training personnel

• Reduced overall regional expenses 20% through ongoing business model adjustments and financial analysis

• Directed real estate adjustments to include reconstruction of space, relocation of staff, and direct involvement in subleasing and contract negotiations

12/2003 - 12/2004 New Horizons Computer Learning

Centers

Los Angeles,

CA

General Manager

• Surpassed budgeted sales goal 8 consecutive months on an average of 110% of goal per month managing an IT training B2B and B2C consultative sales team

• Reduced overall monthly expenses by 10% through ongoing business model adjustments and financial analysis

• Oversaw and directed operations staff to achieve 96% customer satisfaction rating established by third party evaluation company

11/2002 - 12/2003 New Horizons Computer Learning

Centers

Chicago,

IL

Regional Director of Operations

• Managed operations departments for 4 IT training centers including a staff of 160+ including IT, customer service and training personnel

• Reduced overall regional monthly expenses 16% while maintaining current internal and external service level

• Established internal employee development program for career growth and opportunity based on a monthly feedback platform 6/2001 - 10/2002 New Horizons Computer Learning Centers Cleveland,

OH

General Manager

• Managed an IT training B2B and B2C consultative sales team through a “turn around” environment from an average net monthly loss of -20% to an average net monthly profit of 10%

• Established a new business sector in B2C (Business to Consumer) by establishing relationships with WIA (Workforce Investment Act) agencies, government programs and universities to provide cross training opportunities in the IT industry

• Oversaw and directed complete center relocation providing an expense reduction of 20%

12/1999 - 5/2001 New Horizons Computer Learning

Centers

San Antonio,

TX

Training/Operations Manager

• Managed 16+ IT training instructor staff which maintained a 97% customer satisfaction rating established by third party evaluation company

• Developed and implemented an $800,000 security application training program for the US Navy

• Developed and implemented a $350,000 technical networking program for the US Air Force

12/1996 - 12/1999 New Horizons Computer Learning

Centers

San Antonio,

TX

Technical Instructor

• Taught technical training courses including networking, hardware, securities, LANS, WANS, remote access, and infrastructure design

• Maintained a 98% customer satisfaction rating established by third party evaluation company

• Achieved various vendor certifications including Microsoft, Novell, COMPTIA, Citrix and CISCO

Awarded Instructor of the Month 12 times and Instructor of the Year Once

Education

University of Texas at San Antonio

Psychology

Certifications MCP, MCT, MCSA, MCSE, A+, Net+, CCA, CCI Military

Service

United States Air Force, Colorado

Monitored the Nuclear Test Ban Treaty

Interests

Reading business and technology materials, attending self development seminars, public speaking, volunteer/charity work, and building models.



Contact this candidate