Customer Service Manager
Resume:
Teresa Eldred
Smyrna, TN *****
Cell: 615-***-****
E-mail: ******.******@*****.***
Profile Summary
Dedicated Training and Development Specialist with over 10 years of experience in facilitation,
instructional design/curriculum development, editing, customer service, leadership development,
and personnel management.
Work Experience
Comdata - 02/13 - Present
Training Specialist II
As a Training Specialist II, my role is to:
! Train all new hires for the Customer Solutions Center on all systems, processes, and
procedures to successfully handle all inbound customer calls
! Cross-train existing associates on necessary systems, processes, and procedures
! Host monthly presentations for existing associates from different areas of the company to
provide education on my designated area of expertise, (Corporate
Payments/MasterCard)
! Create and maintain all necessary training materials including course evaluations and
assessments
! Proactively meet with business leaders to identify ongoing training needs
! Train all Customer Solutions Center associates on telephone and email customer service
skills, (soft skills)
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Emdeon Business Services - 05/11 - 02/13
National Channel Partner Account Manager
As a National Account Manager at Emdeon, (the leading provider of healthcare revenue, payment
cycle management and clinical information exchange solutions), my role was to:
! Act as my client's advocate, liaison, & voice from the inside of our company
! Build and maintain solid relationships between our two companies so we achieved our
mutual long-term goals
! Proactively analyze & monitor data to identify potential issues & prevent escalations
and/or interruption of services
! Host quarterly reviews for my clients both onsite and virtually to review their metrics, EDI
workflow, & resolve any issues or concerns they may be experiencing
! Work closely with our Sales team to identify opportunities for additional Emdeon products
and/or services that may help clients further improve & grow their business
! Regularly visit clients onsite to continue relationship growth & to collaborate on how to
improve key aspects of their business with Emdeon
! Train clients on Emdeon’s self-service tools as needed
Training Specialist
! Consulted with all levels of management to proactively identify, develop, facilitate, and
evaluate learning and development solutions
! Prepared and facilitated training courses in a traditional classroom setting, as well as
online
! Developed assessment and evaluation procedures to ensure effectiveness of programs
! Engaged all levels of management to develop, facilitate and evaluate training initiatives
within their organization
LifePoint Church - 08/07 – 4/11
Curriculum Developer, Editor (Volunteer positions)
Responsible for taking part in the following roles:
! Wrote, designed and edited church curriculum for publication
! Developed all levels of church leadership development training content
! Managed all leadership development web content for church Small Group division
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Asurion Insurance Services - 09/03 – 10/06
Manager, Organizational Development
! Designed and managed Asurion’s leadership development programs across the
enterprise including content development, program launches, evaluations, and auditing
for site consistency
! Managed Organizational Development training personnel from each site, (a total of 10
direct reports)
! Provided consultative services to internal clients on departmental training needs
Skills & Expertise:
! MS Office
! Curriculum Development
! Leadership Development
! Corporate Training
! Large Group Facilitation
! Instructional Design
! Customer Satisfaction
! Personnel Management
References:
Ellen Hingst
Manager, College of Business
Tractor Supply
Cell: 615-***-****
Work: 615-***-****
Carty Hassett
Director Client Platform Services
HCA Healthcare Service
Work: 615-***-****
Cell: 615-***-****
Elizabeth Power
CEO
EPower & Associates
Cell: 615-***-****
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