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Customer Service Developer

Garland, TX, 75043
12.00 per hour
September 28, 2018

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Management Professional, seeking to contribute expertise at executive level. Dedicated and loyal. Zealous vision of the 21st century!


[2002 – Part Time Positions]

Marriott Hotels / SpringHill Suites (Part Time)

Hilton Hotel Reservations – Work At Home (WAH) Program (Part Time)

Vertical Alliance Call Center (Part Time)

Process and provide hotel guests stay reservations, event planning and event ticket sales for individual events, packages, parking, group offers and much more via online reservation and ticketing applications – FOSSE, HORIZON and JADE systems. Provide end – users a personalized experience in which to make ticket purchases.

Duties include:

Suggesting up-sell options from a choose available quantity, price levels and price codes

Offering get best available stay arrangements / seating, when appropriate

Assistance with requests for accessible arrangements

Help and explanation of section, row and seat information (ticketing and events)

Offering a selection from multiple methods of delivery (ticketing and events)

Making multiple event purchases in a single transaction (ticketing and events)

Handling of customer personal information with extreme confidentiality

[2001 – 2002] Training Consultant for Call Center Environment

Technical Training Developer

Curriculum Facilitator

Training Consulting Service provide and include the design, development, documentation and delivery (facilitation) of Instructor - led, CBT (Computer - based) and / Self - paced training.

[2000 – 11.2001] XO Telecommunications, 2700 Summit Avenue, Suite 100, Plano, TX 75074

Technical Training Developer for Customer / Client / End - User

Curriculum Facilitator

Quality Assurance Auditor

Provided documentation and training, adhering to company quality assurance guidelines. Prepared and developed customer care specific courseware. Adapted Corporate training documents to suit the Call Center Customer Support environment. Designed curriculum based on job skills required for inbound calling, MACD completion and dispute resolution.

[1990 – 1992] CableSouth, Inc. (Cable and Broadcast) Birmingham, AL

Customer Service Training Developer

Curriculum Facilitator

Customer contact personnel development and training

[1968 – 1992] BellSouth Telecommunications, Inc., (Company – wide 9 state area)

Birmingham, AL, Atlanta, GA

American Telephone & Telegraph (AT&T), Inc.

New York, New York

Basking Ridge, NJ

Braintree, Massachusetts

Indianapolis, Indiana

Detroit, Michigan

Kansas City, Missouri

Albuquerque, New Mexico

Los Angeles / San Francisco, CA

Manager of Training Department

Technical Training Developer

Customer Service Training Developer

Curriculum Facilitator

Quality Assurance / Quality Control Auditor

Managed Training Department which consisted of 15 Management Trainers, responsible for the design, development, documentation and delivery of course training on technical applications, sales, customer service, billing and collections, new products and services to customer contact personnel and other targeted audiences, conducting train – the trainer seminars, as appropriate throughout the company‘s 9 - state area. Scheduled and performed company – wide audits to maintain quality control.



§ Manager § Consultant § (Bell System) Certified Instructor / Curriculum Facilitator § Technical Writer


Richland College, Dallas, Texas - Undergraduate studies toward an Associate Degree in Applied Sciences

Computer Learning Institute, Garland, Texas - 1999 Graduate – Diploma in Network Engineering Administration and Management;Completed

Dillard University, New Orleans, Louisiana - Undergraduate studies toward B.A. in Education


Communication: Communicate well when speaking and writing: comfortable with all levels of management: perceptive – able to listen actively to avoid “false starts”, confused issues and miscommunication

Leadership: Able to motivate team workmanship: background and experience provided exposure to a wide range of personalities, which helped to develop the skill to encourage and instruct others

Responsibility: Accustom to positions of responsibility; self – starter, positive attitude, highly motivated; goal oriented; never assume “the other person is responsible” attitude

Organization: Use time and recourses wisely: consider efficiency, planning and accountability very important

Other: Willing to consider relocation; have traveled and relocated in previous employment, consequently, able to adjust with minimum effort; quick learner; trained in analytical problem solving skills; solid work ethics that find satisfaction and pleasure in achieving goals

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