Customer Service Sales

Fred Bennett

(Home) 904-***-**** *******@*******.***

(Cell) 904-***-****

PROFESSIONAL SUMMARY

Intelligent, creative, resourceful, detail-oriented Instructional Designer

with 15 years of experience in designing, writing, editing, and formatting

curricula for both traditional brick & mortar and remote agent

environments. Strengths include keeping programs on track, building

alliances with Subject Matter Experts, and a willingness to learn new

systems and processes. Additionally, brings 10 years of classroom training

experience.

Professional Experience

CONVERGYS Corporation, Jacksonville, FL 1989-2013

Convergys focuses on helping companies find new ways to enhance the value

of their customer relationships. Over half of the top 50 Fortune 500

companies are clients who trust their most important relationships to

Convergys.

Instructional Designer for DIRECTV 2008-2013

. Managed team of three course writers (located in India) who converted

existing DIRECTV brick & mortar curriculum into the Convergys brick &

mortar format based on request from the client, who was experiencing

higher than expected call volumes. We accomplished this in a very short

time, allowing us to handle the client's call overflow.

. Developed four DIRECTV remote agent (work-at-home) training curricula

based on our client's existing brick & mortar materials. This conversion

improved the Agent Throughput as well as Agent Proficiency for 30- and 90-

day periods for the DIRECTV program. These four curricula included

customer service, billing, customer retention, and technical assistance.

. Oversaw the ongoing revision of the DIRECTV curricula based on continued

changes in system processes, customer interaction guidelines, and

modifications in the client's product features. Maintaining these

revisions ensured that new employees always received the most up-to-date

information during their initial training.

. Designed system simulations used to recreate functionality within client

systems that had no training versions. These realistic simulations

mirrored existing functions and allowed students to improve their

proficiency within the client systems without accessing proprietary

customer information.

. Implemented weekly employee communications using existing assessment

processes whereby employees reviewed client program revisions and were

then tested on the information to confirm their participation and

understanding. This contributed to employees remaining current in their

client program updates.

Instructional Designer for Chrysler Motors 2007-2008

. Generated a series of Participant Guides for the Chrysler Service

Contracts project (which provided Chrysler customers with coverage for

their vehicles if there was a mechanical breakdown outside their

manufacturer's warranty). This included travel to the Chrysler

headquarters outside Detroit, MI. The client's curriculum for Service

Contracts had grown outdated, and by creating these participant guides,

the client was able to successfully train a large team of new employees

with up-to-date materials.

Instructional Designer for Management Dashboard System 2006

. Selected as the lead resource to design and develop the curriculum for

Convergys proprietary internal data tracking system, presented the

curriculum to senior management for review and implementation. This new

management system was then delivered to all Convergys managers, and it

improved program results by providing managers with a reliable employee

data tracking process.

Instructional Designer for MovieBeam 2005

. Created training curriculum from scratch for the short-lived MovieBeam

product (which was a set-top box that received and stored movies via

satellite). This included travel to Salt Lake City to meet with the

program clients to obtain the raw information that was used to create the

program curriculum.

Instructional Designer for Home Depot 2004

. Produced materials for Home Depot Chem-Dry carpet cleaning system,

including traveling to the corporate headquarters in Atlanta. Training

our employees to set appointments for the cleaning teams allowed Home

Depot to focus on their satisfying their customers.

Instructional Designer and Trainer for the Jacksonville Jaguars 2003

. Designed and trained curriculum for the Jacksonville Jaguars single-game

ticket sales. With this training the Jaguars were able to increase single

game ticket sales at a time when season tickets sales had begun

declining.

Classroom Trainer

. Successfully trained a variety of courses during my first 10 years at

Convergys, including:

> AT&T: Consumer, Business, and Global Customer Care programs

> Hewlett Packard warranty tracking program

> Intel Customer Support team

> Internal Convergys training (time tracking, agent observations,

customer quality, etc.)

Skills

Expert user of Microsoft Word

Highly accomplished user of Microsoft Excel and PowerPoint

Education

NOVA Southeastern University

New College of Florida

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