Customer Service Sales

Emily Yocum

**** ***** **** ******, *********, TX 76063 952-***-****

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

Objective

. To enhance and contribute positively to learning deployment initiatives

across the organization

Education

Master of arts Expected July 2014 Southern Methodist University

. MAJOR: CONFLICT MANAGEMENT & DISPUTE RESOLUTION

. Related Coursework: Certified in Executive Coaching, Licensed Mediator

. Related Experience: Completed internship with GameStop, Inc.

Bachelor of Arts June 2004 Western Washington University

. MAJOR: COMMUNICATION

. Related Experience: Completed Internships with both the National

Storytellers Association and Walt Disney World

Skills & Abilities

Training

. CREATED LEADERSHIP LEARNING LIBRARY FOR GAMESTOP, INC. (GAMESTOP)

. Trained new staff individually in accordance with company standards and

role responsibilities (SUPERVALU and Advantage)

. Acted as Subject Matter Expert for process integration focus groups of 5-

10 people as new processes were created and implemented

. Facilitated new process trainings for 25-30 people (SUPERVALU)

. Vice President of Education for Supervalu's chapter of Toastmasters

International (Certified Toastmaster)

. Focused on motivating others to succeed within our 25 member Toastmasters

group using private coaching as well as team collaboration

Technology

. EXPERIENCED USER IN MICROSOFT OFFICE SUITE

. Uses internet quickly and effectively for applicable information research

. Currently serving as office contact for audio / visual needs

Leadership

. IDENTIFIED LEADERSHIP COMPETENCIES FOR LEARNING LIBRARY (GAMESTOP)

. Acted as both team leader and training coach to associates (SUPERVALU)

. Streamlined and updated reporting processes from manual to electronic

(Advantage)

. Trained team members to operate within the new electronic report

structure

. Created and maintain daily and weekly updates with Advantage team members

to stay current with new items and processes

General

. ACT AS LEAD CONTACT FOR CUSTOMER SERVICE ISSUES WITHIN SUPERVALU AND

ADVANTAGE

. Led local letter writing campaign to raise funds and awareness for the

American Heart Association

. Ability to work well with all levels of staff

Experience

Business Account Administrator Advantage Sales & Marketing 2009 - 2014

BUSINESS SUPPORT SPECIALIST SUPERVALU 2006 - 2008

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