Customer Service Training

Felicia Ruth Miller

**** ****** **, ***** *****, NC 27804

757-***-**** Cell

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

Objective

Providing your company exceptional training and development tailored to meet your operations educational needs. My ability to lead diverse teams of professionals to new levels of success by teaching core best practices and efficiencies will enable your business the ability to reach and maintain your unique goals. My impressive track record of more than ten years of experience with project management and my ability to successfully analyze an organization's critical business training requirements, identify deficiencies, potential opportunities, and develop innovative and cost effective solutions will enhance your corporations quality and increase productivity.

Education, Honors, and Certifications

Toast Masters Intl

Charter Initiator Toast Masters Media Voices Club within Kantar Media. 2011

Toast Masters Distinction of Competent Communicator and Competent Leader. 2012

1st Place Winner Speech Competition. 2011, 2012 (Club and District Level)

Employee Excellence Award, Executive Choice. Kantar Media. May 2013

High School Diploma

Coventry High School, Akron, OH/Graduated 1977

Cosmetology Degree

Akron Beauty School, Akron, OH/Graduated and Licensed.1978

Associates Degree in Applied Science of Mechanical Design

Dabney S Lancaster Community College, Clifton Forge, VA/Graduated. 1994

Pursuing Bachelor of Science Business Management with a focus on Human Resources

Mary Washington University/James Monroe Business Annex, Fredericksburg, VA 2003

Colorado Technical University Online, Colorado Springs, CO 2005

Active Pursuing Bachelor of Science Business Management

Key Qualifications

Plan and instruct all curriculums using wide variety of teaching aids, motivational and implementation strategies to engage employees in active learning.

Incorporate learning modality principles into classroom and individual instruction while actively incorporating all adult learning styles.

Leader in implementation of action driven coaching plans resulting in increased production and identify departmental coaching needs.

Implement technological approaches to subject material through kinetic training processes. Research applicable training resources on the internet.

Experienced Computer Educator

Designed and conducted various management and employee workshops for training computer best practices/efficiencies. Implementation of computer desktop instruction requirements resulting in reduction of overhead expenses and increased efficiencies.

Computer Skills

Software (Dell and MAC environments): Microsoft Windows® and Microsoft Office, CADkey, AutoCAD, Adobe Application, including internal data processing applications

Technical Consultant working with IT department relating to enhancement of internal software including work flow processes, reporting, and monitoring

tSystem installations and debugging; terminal/printer operations

Research Expert in Media Print, Internet and Mapping

Employment

Research and Development, March 2014-Present

Stem Company

Professional Development of Employee Leadership and Education

Operations Supervisor Training Department, Sept 2007-July 13

Operations Team Supervisor Newspaper Media Print, Nov 2006 -Sept 07

Kantar Media (a WPP company), Chesapeake VA

Develop training plans, syllabus, schedules and strategy for core collections competence needs determined in collaboration with Operations Management Team and Brand Central Department

Research and analyse quality data. Timely reporting assessment in order to implement additional resources and resolve issues, problems and questions regarding production processes.

Identify and foster, promote and encourage internal staff development while trending learning opportunities. Fostering compliance and understanding of company policies, standards, culture and overall vision.

Customer Service Training and Development, 2005 to 2006

Customer Service Supervisor, 2001 to 2005

GEICO Insurance Company, Buffalo NY

Supervision Excellence Certification, Completion of 25 various supervision classes including, SOX Compliance, Cultural Diversity, Coaching Excellence

Team Awarded for production, quality and highest internal promotions within the Customer Service Department

Instrumental in startup of new office

Assessment, interviews for new hire associates

Departmental Goals and Vision Committee Member

President of Social Responsibility Committee

Organizational Chair Employee Appreciation Picnic 2004-05

Completion Country wide monitoring and assessment

Customer Service Training Certification Completed 2004

Development Lead Umbrella Insurance Policies Training

GEICO Insurance Company, Fredericksburg VA

Customer Service Supervisor, 2001-05

Billing Supervisor, 2000-04

Insurance Sales and Service Counselor, 1999-2000

Military Customer Service Specialist, 1997-99

Successfully passed VA Licensed Insurance

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