Customer Service Sales
Resume:
Cedric C. Allen
Boiling Spring SC 29316
803-***-**** ********@*******.***
SUMMARY
Highly motivated, creative and organized Training Professional with
progressive experience in blended learning design, development and
delivery. Exceptional at building effective training programs with limited
resources. Adept at forging productive working relationships at all levels
of business to foster active support for training initiatives from initial
concept through execution. Key success factors include passion for
training and design, aptitude to manage resources and personnel,
imaginative approach and focus on fiscal responsibility.
Areas of expertise include:
Sales Skills Coaching Resource Allocation Curriculum Development
Customer Service Skills Project Coordination Management
Consultant Skills Classroom Instruction Mentoring
PROFESSIONAL EXPERIENCE
VERIZON WIRELESS, Greenville, SC Present
Customer Service Advocate
Upsold products and services to customers and prospective customers for
wireless services.
. Provided broad base of wireless options, meeting customer goals.
. Used profiling information to up sell opportunities, resolving future
issues.
. Used the Consultant Mindset to meet customers' needs for not only
wireless products but for wireless service.
COMCAST CORPORATION, Harrisburg, PA 2013
Corporate Care Trainer, (3 Month Contract)
Delivered standard learning curriculum and programs for a new Comcast
Center of Excellence that opened in Harrisburg PA. Created consistent
learning experience and built workforce capability.
. Facilitated delivery of standardized training content in classroom
setting, building workforce knowledge, skills and abilities.
. Managed classroom environment, ensuring quality learning experience, and
escalates inappropriate behavioral issues to local HR representative.
. Facilitated learning, developing participants' competencies and helping
learners meet specified performance expectations.
TIME WARNER CABLE, Columbia, SC 2012 - 2013
Corporate Sales Trainer
Trained new hires on product, services, 2 billing systems and sales
program.
. Administered, organized and facilitated sales, products and billing
systems, training new hires and embedding employees. Held first new hire
class that passed all 4 assessments without retakes, retaining highest
numbers on sales floor.
. Provided product launches and up-skills, training instructional design
team and existing employees on system changes.
. Coached on performance, attendance, and behavioral challenges in
classroom, coordinating with HR and sales leadership.
. Recommended changes to training programs and assisted in development of
new programs, making program more hands-on and less facilitator based.
SYNNEX CORPORATION, Greenville, SC 2011 - 2012
Corporate Sales Trainer
Developed and implemented training program. Trained outside and inside
sales representatives, business development representatives, and field
account managers.
. Developed, delivered and coordinated delivery of sales training for sales
department for US and Canada. Held monthly new hire training classes for
sales team.
Cedric C. Allen Page Two
SYNNEX CORPORATION (Continued)
. Supported sales skills training through development and delivery of sales
modules. Educated sales force for any changes to system that developers
created.
. Established and delivered content, meeting external customer training and
system needs.
. Created and administered Train the Trainer courses. Worked with trainers
in Philippines and Canada.
VERIZON WIRELESS, Columbia, SC 2004 - 2010
Corporate Trainer 2006 - 2010
Trained new hire and existing employees on company's products, services,
systems, and culture.
. Trained practices and procedures, ensuring learning transfers and
reinforcements for new hires.
. Delivered customer service, new data product and service, functional and
technical training, preparing new hires for roles.
. Organized and facilitated classroom exercises, role plays, activities and
assessment, reinforcing adoption and applications of concepts.
Universal Service Coordinator 2005 - 2006
Handled inbound calls and resolved data, technical support, customer
service, loyalty management and global issues.
. Handled all customers, including technical and customer service, global
support, loyalty management service, and data issues. Held highest
quality scores in company and department. Recognized at annual company
kick off.
Senior Customer Representative 2004 - 2005
Upsold products and services to customers and prospective customers for
wireless services.
. Provided broad base of wireless options, meeting customer goals.
. Used profiling information to up sell opportunities, resolving future
issues.
HOPE CENTER, Sumter, SC 2002 - 2003
Assistant Manager
Managed clean-up crew and youth counselors who worked with children in
after school program.
. Developed programs, empowering citizens of Sumter County, assisting
community and helping financially, mentally and physically.
. Created customer service satisfaction survey, improving customer service
with center.
EDUCATION
Working towards Master in Training and Human Resource Development,
University of Wisconsin-Stout Menomonie, WI, Estimated completion 2016
BA, Management and Marketing, Limestone College, Gaffney, SC, 2012
Contact this candidate