Customer Service Training

BRANDON J. DEVRIES

**** ********** **. *****, ** 32922 321-***-**** ***********@*********.***

MBA, BUSINESS-DRIVEN CORPORATE TRAINER, INSTRUCTIONAL DESIGNER, RECRUITER

An accomplished training instructor, designer and evaluator with over six years experience in credit

union, financial services setting. Strong background in planning, organizing and conducting training

programs, including online, in-person programs. Knowledgeable in all aspects of instructional design and

adult learning principles, supporting entry-level to executive learning initiatives. Spearheaded organization’s

first-ever Corporate University program.

AREAS OF EXPERTISE

Sales training Customer service/hospitality training

Customer service/hospitality training New hire orientation

Web-based learning Regulatory training

Instructional design Software training

Course facilitation, evaluation Budgeting, monitoring finances

Recruitment

PROFESSIONAL HISTORY

NATIONAL SOURCING, INC. CAPE CANAVERAL, FLORIDA

TEAM LEAD/NATIONAL ACCOUNTS MEDICAL RECRUITER AUGUST 2012 TO PRESENT

Partnering with CHS management to anticipate and meet the evolving needs of the client to deliver the best

talent in targeted locations throughout the United States. Nurtures relationships with prospective physician’s

offices and manages on-going relationships during the recruiting process.

Function as the go-between for NSI Management and NSI staff at Comprehensive Health Services.

Facilitate communication between NSI staff at CHS and the correct contact at NSI for questions and

concerns (HR, payroll, etc.).

Develop and implement strategic initiatives for recruiting diverse talent in targeted locations

throughout the United States.

Partner with Corporate leaders to forecast and develop plans for recruiting specific physician types.

Manage full cycle recruiting process to meet the various physician needs across the US for the

client.

Work closely with Corporate leaders to maximize effectiveness of recruiting process.

Develop and implement search strategy that includes physician selection process.

Builds applicant sources by researching internet sites, making presentations and maintaining

rapport.

Determines applicant requirements by studying client requests for targeted areas.

Negotiates provider agreements within specified guidelines.

Determines applicant qualifications by interviewing applicants; analyzing responses; verifying

physician’s qualifications

Administers Provider Services database by processing provider information changes, and

educating providers on information necessary to meet clients’ exam requirements

Responds to client and examinee inquiries; research and resolve problems related to network

coverage; work with internal sources to ensure customer satisfaction

Educate and train network staff; build/maintain relationships with providers and office staffs; ensure

documentation, follow-up, and escalation of any provider/customer service issues.

Develop and execute a personal time management plan.

METROCAST CABLE BELMONT, NEW HAMPSHIRE

CUSTOMER SERVICE TRAINER NOVEMBER 2011 TO FEBRUARY 2012

Responsible for the all aspects training for company call center.

Facilitate both new hire and on-going customer service training for two call centers located in New

Hampshire.

Maintain, develop, and organize current and accurate training material, learning activities,

worksheets, job aides, and class evaluations for classroom and continuing education instruction using

instructional design techniques

Evaluate and continually improve training effectiveness through surveys and testing.

Provide Coaching and support for call center employees when needed.

Conduct sales training for both new hire and existing employees.

Developed Learning Management System for training group.

SURPASS CONTACT CENTERS BEDFORD, NEW HAMPSHIRE

TRAINING MANAGER MARCH TO AUGUST 2011

Responsible for the all aspects Surpass organizational training efforts including design, development and

delivery of training curriculum to Agents on behalf of our clients.

Design, develop, and deliver broad range of education and training programs to staff to improve

productivity, performance, employee retention in a call center environment.

- Streamline all sales training and new hire training classes so every trainee receives the same

amount of information every time, regardless of the training instructor.

- Develop leadership training for first line managers.

- Manage all aspects of program evaluation and documentation across organization. Coordinate

attendance, materials, and other details of program.

- Monitor training budget, track variances, make financial adjustments as needed, ensuring training

programs align with broader strategic, financial goals of organization.

- Deliver client based training to new hires.

- Deliver sales training to new hire classes and existing employees.

COMMUNITY CREDIT UNION OF FLORIDA ROCKLEDGE, FLORIDA

TRAINING INSTRUCTOR 2005 – 2010

Analyze, design, develop, implement and evaluate in-person and online based instruction for 100+

employees of state credit union.

Design, develop, and deliver broad range of education and training programs to staff to improve

productivity, performance, employee retention.

- Provide ongoing education in areas of sales, customer service, hospitality, new hire orientation,

software training, lending training, supervisor training and ongoing regulatory training set forth by

federal, state government.

- Manage all aspects of program evaluation and documentation across organization. Coordinate

attendance, materials, and other details of program.

- Program manager for new software for core system used across entire organization.

- Monitor training budget, track variances, make financial adjustments as needed, ensuring training

programs align with broader strategic, financial goals of organization.

Established first-ever Corporate University in credit union’s history.

- Implemented organization-wide education and learning system to support employees who provide

wide range of credit union, banking services across state.

- Researched best practices, presented findings to C-level team to establish learning objectives,

project requirements, deadlines, budget for initiative.

- Assembled, managed team of 10 employees to implement in-person, web-based programs.

COLLECTION SPECIALIST 2000-2005

Produced, maintained 20+ monthly collection activity reports for all legal, bankruptcy, and reposed

vehicles. Provided all reporting, documentation to VP of Collections, Credit Union Board Members.

Represented Credit Union in small claims court for 50+ cases. Communicated with attorneys,

clients, negotiated payment terms and settlements, handled all documentation and paperwork.

STATE EMPLOYEES CREDIT UNION RALEIGH, NORTH CAROLINA

INTERNET FRAUD ANALYST 1999-2000

Managed investigation, recovery process of all internet-based fraud activity for company.

Utilized Falcon fraud system to monitor, track ongoing fraud cases. Maintained fraud alert system,

assisted other fraud analysts to assemble fraud packages, including paper, video documentation.

Handled all disputes with credit and debit card over internet, phone orders, prepared spreadsheet on all

debit card fraud cases for credit union.

EDUCATION/TRAINING

Columbia Southern University, Orange Beach, Alabama 2006

M.B.A., Concentration in Human Resources Management

North Carolina State University, Raleigh, North Carolina 2000

B.S., History; Minor, Aerospace Engineering

Credit Union National Association: Certified CU Executive, Financial Services Professional, HR Specialist

Langevin Learning Services: Master Trainer

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