Customer Service Manager

Sara Anne Mucci

**** ******** **. • Hamilton, OH 45011

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

614-***-****

PROFILE

Experienced Corporate Trainer with experience in Contact Center Management. AREAS OF STRENGTH

Management Skills Critical Thinking Learning Documentation Communication Time Management Classroom Facilitation Quality Assurance Employee Coaching

PROFESSIONAL EXPERIENCE

3/2018-8/2018- Vaco- Nashville

Learning & Development Specialist- Contractor

• Coordinated logistics of training course offerings

• Worked with Project Managers to ensure that learner and facilitator needs were met

• Created learning reports

• Edited course offerings in Learning Management System (LMS) 5/2014-2/2018- United Mercantile Corporation- HomeTeam Inspection Service- Milford, Ohio Front Office Manager- Contact Center Manager

• Built and staffed contact center to support home inspection franchisee office operations and customer service

• Grew department from 4 clients to 28 clients within a 2-year timeframe

• Develop and document department process and procedure

• Build and facilitate new hire and ongoing training for contact center employees

• Create and facilitate training courses to individually employed Office Managers at yearly national convention

• Created and Deliver employee coaching process

2/2012-4/2014- Vantiv- Cincinnati Ohio

Learning Facilitator I

• Facilitated new hire training program for 3 separate projects and more than 20 clients

• Provided training assistance in the relocation of Collection project from Indiana to Ohio

• Updated and improved training documentation previously created for various departments

• Developed additional and refresher training for representatives based on client need

• Used Brain Shark software to create new training and improve classroom experience for representatives

• Met with clients on a yearly basis to review and update existing training documentation 10/2010-2/2012 NCO Financial Systems-Dublin-Ohio

New Employee Training Supervisor

• Facilitated new hire training program for over 15 projects and 30 clients

• Trained new employees to use 3 different client software systems and 7 in house software systems

• Updated and created training materials for a division consisting of 5 locations

• Administered semiannual compliance tests and quarterly employee surveys for over 300 employees

• Increased semiannual testing pass rate by 6%

• Created and presented continuing education course work for tenured employees using Adobe Connect

• Training Top 125 for 2011

CONTINUING EDUCATION

Columbus State Community College, Business Marketing. Attended 2000-2001 Hondros School of Real Estate, Completed May 2016

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