Customer Service Training
Resume:
Delon Alford, MBA
**** ****** **. ********, ** **086
Email: *****.******@*****.***
Human Resources - Management - Training - Safety
Experienced manager level business professional with over 10 years of
extensive industry experience. Knowledgeable in benefits, training,
conflict resolution, employee relations, business development, client
retention, and all aspects of staff management. Additionally, possess a
combination of exposure and documented success in mentoring and coaching.
My intentions are to utilize my experience, education, and ability to
thrive in all work environments and organizational levels to assist in
enhancing overall organizational culture, management, productivity, and
increasing organizational communication.
[pic]PROFESSIONAL EXPERIENCE
US DEPARTMENT OF LABOR (JOB cORPS)/ Nashville, TN
Nov 2006 to Present
Job Placement Specialist
. Successfully placed over 150+ candidates at local Nashville employers
over the last 24 months while maintaining an 87% placement rate.
. Customized new hire training program.
. Participate in job fairs and other community events to identify
employment needs and preferred qualifications.
. Teach career readiness skills to all applicants for continued career
growth and maintain confidential client records.
. Document challenges, changes, and client updates in the market to an
electronic based system via Citrix CTS database.
A & A CLEANING SERVICES/ NASHVILLE, TN
Dec 2008 to Nov 2011
Owner/Operator
. Operated 15 plus commercial cleaning contracts at several Nashville-
based factories and office buildings while mentoring five staff
members. Directed all aspects of company operations: cleaning,
customer service, and employee training, and coaching. Consistently
held a customer satisfaction rating of 97 percent.
YMCA (Fun Company)/ NASHVILLE, TN
Aug 2006 to Nov 2006
Site Director
. Guided a staff of five Site Assistants in creating academic curriculums
and activities to 45 k-5th grade students.
. Performed community outreach to assist the children and their families.
. Lead after-school tutoring program.
Hertz Corporation/ BOSTON, MA
Dec 2004 to July 2006
Station Manager
. Led 35 customer service staff and 65 others in multiple departments
while maintaining a customer satisfaction rating of 95% or higher over
duration.
. Coached and trained participants of the summer internship program.
. Solved all customer issues and handled critical decision-making for the
customer service department.
. Maintained OSHA Safety inspections, equipment, and 300 logs in vehicle
maintenance bay.
Kelly Services (HR First)/ TROY, MI
May 2004 to Sept 2004
Lead Interview Specialist
. Supervised a staff of 18 Interview Specialists during peak summer
hiring season.
. Conducted over 1100 Behavior Based Interviews to recruit personnel to
fill 400 positions at three Pepsi Bottling Plants located in southeast
Michigan.
. Provided Oversight and coached all personnel in all matters relating
to staff performance and job development
EDUCATION
DAVENPORT UNIVERSITY Tennessee State
University
Masters of Business Administration (MBA) 2013
Bachelor of Business Administration (BBA) 2002
COMPUTER/TRAINING SKILLS
Microsoft Office, Citrix Database System, Change Mgt (CMS) Training,
Project Mgt (PMP) Training, Lean Six Sigma (SSLP) Training, and
Professional of Human Resources (PHR) Training. Currently working towards
certifications on CMS, PMP, and SSLP.
Contact this candidate