Corporate Trainer, Curriculum Design, Supervisor, Manager
Resume:
Christopher B. Fox
Essex, MD 21221
SUMMARY
I am a highly experienced, dynamic award winning trainer with 16 years of professional customer service experience including 6 years of Call Center Management and 12 years Training and Staff Development. A self-confident problem solver, and Project Manager, I enjoy working as a team member while achieving timely completion of challenging work. I look to continue my career in Call Center Management, Customer Service, Customer Relationship Management or Training and Curriculum Development.
EMPLOYMENT
Medifast/Jason Pharmaceuticals July 2016 – Present
Trainer
Baltimore, MD
Demonstrate necessary fundamental training concepts, practices, and procedures to ensure learning transfer and reinforcement.
Provide advanced facilitation opportunities to enhance individual and team development. Topics include employee development, management development, functional training, etc.
Educate self on and keep abreast of industry and company knowledge, internally developed programs, new initiatives and organizational changes.
Conduct key administrative duties including adhering to all budget guidelines, submitting all necessary reports, coordinating or organizing monthly training schedules, etc.
Participate in necessary meetings, events and other initiatives as required. These meetings and events include, but are not limited to, Quality Calibrations, Marketing Communication, Product Tasting (reformulation and new items).
Travel as necessary to assist with the Texas Call Center and Distribution Centers as required. Maintain a flexible schedule required according to the needs of the business, which may include weekends, overnight stays and/or evening shifts.
Responsible for project management duties and functional curriculum development which will include updates and/or maintain existing curricula and communicate changes to team.
Assist the Human Resources Department supporting efforts regarding various Employee engagement programs.
Prometric February 2016 – June 2016
Customer Service Supervisor
Nottingham, MD
Manage a team of 12 Call Center Representatives responsible for scheduling assessments for various organizations.
Handle escalations regarding registration fees, eligibility, space available at various testing centers, State Government application requirements.
Monitor and provide feedback on phone conversations and email responses to customer inquiries and scheduling requests.
Attend Leadership meetings on a daily basis to discuss Service Level concerns and potential daily impactors that can drive call volumes (weather concerns, testing site concerns).
Reconcile payroll and attendance on a daily and weekly basis. Address all corrective action immediately.
Verizon Wireless October 2001 – January 2016
Senior Trainer – Learning and Development
Hanover, MD
Demonstrate necessary fundamental training concepts, practices, and procedures to ensure learning transfer and reinforcement.
Provide advanced facilitation opportunities to enhance individual and team development. Topics include employee development, management development, functional training, etc.
Educate self on and keep abreast of industry and company knowledge, internally developed programs, new initiatives and organizational changes.
Conduct key administrative duties including adhering to all budget guidelines, submitting all necessary reports, coordinating or organizing monthly training schedules, etc.
Participate in necessary meetings, events and other initiatives as required. These meetings and events include, but are not limited to, Quality Calibrations, assisting with the Transition Department, and M&P (Methods and Procedures) monthly reviews.
Travel within the Northeast Area (occasionally nationally) and maintaining a flexible schedule required according to the needs of the business, which may include weekends, overnight stays and/or evening shifts.
Responsible for project management duties and some functional curriculum development. Projects have included Call Sequencing Training and a Customer Service Representative Improvement program entitled “Success”.
May coordinate with Area or project team leaders to update and/or maintain existing curricula and communicate changes to team.
Serve as Department Liaison to the CIAC (Community Involvement Activities Committee) supporting efforts regarding Customer Service Appreciation Week, Holiday Lunch and Employee Appreciation Day.
Facilitate planning meetings with the Call Center Quality Assurance Department to develop a pilot project regarding Quality and how the monitoring process has an impact on the Customer Service Transactional Survey.
HJ Heinz (Frozen Foods) July 1999- July 2001
Consumer Affairs Manager
Pittsburgh, PA
Supervised an out-sourced Call Center including training and recruitment of 15 agents, development and tracking of KPI (Key Performance Indicators), and monitored adherence to policies, procedures and fiscal parameters.
Created and distributed Consumer Affairs Reports that were tailored to target audiences and helped facilitate actions resulting in a reduction of complaints, product improvement, and advanced customer service.
Managed liaison responsibilities between the Call Center and various support functions such as Legal, Regulatory Affairs, Quality Assurance, Sensory and Marketing Departments to improve quality and ensure accurate and appropriate customer service.
Utilized multiple software programs to develop and produce production, customer service, and call center output multiple media and flat file quality measurement reports.
Created and updated written communications to customer’s concerns which came to the Call Center through 800 lines, Internet, and US Mail.
Systems used: Wilke-Thornton Database Management. COGNOS, Powerplay Cubes, Microsoft PowerPoint, Microsoft Excel, Microsoft Word
General Nutrition Centers, Inc. July 1995 – July 1999
Franchise Trainer
Pittsburgh, PA
Conducted training courses on new hire orientation, marketing, merchandising and sales promotion, corporate mission and sales goals.
Prepared and implemented oral and written communications between GNC and various customer groups to ensure quality and consistent messages while promoting the Corporation’s mission and goals.
Assisted Corporate Field Staff and Merchandising Departments as needed.
Designed new hire and corporate quality control curriculum and training manuals.
Developed corporate marketing and communication marketing materials such as web pages, brochures, corporate mission statements, and training materials.
Supported the Franchising Department and Customer Service Department with training and field communications regarding Franchise Operator performance, products, corporate objectives, and company message/mission.
Systems used: Wilke-Thornton Database Management, Word Perfect, Microsoft PowerPoint, Microsoft Excel, Microsoft Word
EDUCATION
Geneva College
Bachelor of Arts – Vocal Performance 1989
Minors in Business Administration and Broadcasting
References Available Upon Request
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