Customer Service Training

Chad Dalton

702-***-**** ***********@*****.*** **0 Glacier Peak LN, Las Vegas, Nevada 89144

SUMMARY

Inbound/Outbound Call Center Supervisor who is highly energetic, outgoing and detail-oriented. Handles multiple responsibilities simultaneously while providing exceptional customer service.

SKILLS

Time management

Personnel training and development

Sales Force call center software

High-energy attitude

Staff training and development

Organized

Automatic call distribution ACD system

Inbound and outbound calling

Resolution-oriented

Employee scheduling

Solar Systems knowledge and Planning

Adaptive team player

MS Office proficient

Excellent multi-tasker

Effective team player

Strong communication skills

Banking and financial services background

EXPERIENCE

Energy Project Coordinator Supervisor, Tesla Inc., June 2014-January 2019

Las Vegas, NV – 40 to 55 Hours Weekly

Managed 12-20 employees, including scheduling for front line, tier I and tier II agents and product specialists to ensure optimal productivity.

Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.

Automated document flow by maintaining coaching and developing sessions, time-off requests and payroll data into database.

Retained top talent by authoring and conducting team performance evaluations for corrective action planning.

Worked with training team to maintain front line agent and tier I and II agent product support and certification training initiatives.

Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.

Facilitated individual coaching sessions with CSRs to realign productivity goals.

Delivered constructive call process feedback.

Informed customers about all product lines and services offered by the company.

Interacted with customers and retail buyers to follow-up on shipping statuses and expedited orders.

Conducted daily team meetings as well as met with team members twice each month to voice concerns and offer constructive feedback to others.

Loan Processor, September 2009-June 2014

Las Vegas, NV – 40 Hours Weekly

Helped customers in person and via telephone in order to answer questions, process transactions and resolve issues.

Ensured compliance with company policies, underwriting guidelines and lending program requirements.

Created and completed loan submission package.

Filed completed packages in a timely manner.

Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.

Managed any conditions sent from underwriting departments.

Secured monthly approvals from management for problematic small business and commercial loans.

EDUCATION AND TRAINING

Associate of Science

Information Technology, University of Phoenix Online, Tempe AZ 2010

ADDITIONAL INFORMATION

USAF Veteran - Aerospace Control and Warning Systems Operator - Honorable Discharge 1999

Decorations - AF Achievement Medal, AF Longevity Service Award, AF Good Conduct Medal.

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