Customer Service Project Manager

Keana Waldrop

Executive Level Management

**** ****** ******, **** * - Columbus, GA 31907

************@*****.*** - 706-***-****

Accomplished professional with over five years of comprehensive large-scale management in diversified

training programs.

Strong background in corporate training with an outstanding history of managing projects from initial

conception, through development, to implementation.

Outstanding communication talents with proven ability to build and lead highly efficient teams to handle

customer care calls, and convey complex concepts in understandable terms.

Reputable leader and strategic developer with a successful background orchestrating training programs as

well as elevating organizational performance through skillful academic and on the job training.

Effective in impacting unit recognition through achieving customer service goals and metrics utilizing advanced

leadership skills.

Areas of Expertise

• Strong organizational skills

• Project Management

• Creative problem solver

• Excellent communication, verbal, and written skills

• MS Windows proficient

WORK EXPERIENCE

Training Consultant

Jawood - Columbus, GA - May 2013 to September 2013

Responsible for motivating, coaching, and developing trainees to handle call center job functions.

● Providing consistent and constructive feedback to trainees.

● Communicate extensively with department heads to ensure customer satisfaction.

● Design, develop and revise course material to enhance knowledge and skills required to optimize individual

and company performance.

● Extensive knowledge on Obama Health Care Reform.

CUSTOMER SERVICE SPECIALIST II

Aflac - Columbus, GA - February 2009 to March 2013

• Performed routine duties under general supervision that required some judgment while communicating with

customers and company personnel; handled unusual or more complex situations and served as point of contact

for supervisor/lead when procedural questions were inquired about that had not been documented for the

team.

• Responsible for training in a classroom environment and developing new training materials for new Direct

Leads team members.

TRAINER

AFLAC - Columbus, GA - March 2002 to April 2006

Responsible for motivating, coaching, and developing trainees to handle call center job functions.

• Provided consistent and constructive feedback to trainees.

• Communicated extensively with department heads to ensure customer satisfaction and discuss

implementation of new training materials especially privacy training which evolved throughout the year.

• Designed, developed, and revised course material to enhance knowledge and skills required to optimize

individual and company performance.

• Project manager over several training projects such as redesigning training curriculum and ensuring course

material documents/books and powerpoints were updated.

• Served as project manager to handle deficiencies identified by call center supervisors or managers.

• Cross trained all customer service employees on the redesign of several systems to include implementation

of new systems.

SENIOR SALES REPRESENTATIVE

Parisian - Columbus, GA - June 1997 to February 2002

Assisted customers with the selection and purchasing of fine handbags.

• Responsible for training new employees on current company procedures.

• Handled cash transactions.

• Greeted and directed customers based on personal needs.

• Described products to customers and accurately explained details and care of merchandise. Recommended,

selected, located and obtained out-of-stock products based on customer requests.

CUSTOMER SERVICE REPRESENTATIVE

Tele Service Resources - Columbus, GA - January 1997 to June 1997

Responsible for the activation of new American Express cardholders accounts.

• Handled inquires about specific benefits in regards to the American Express Card.

EDUCATION

Associate in Business

Troy State University - Troy, AL

2010 to 2011

Certificate in Insurance Specialist

Columbus Technical College - Columbus, GA

2009 to 2009

Diploma in General

Baker High School US-Georgia - Columbus, GA

1990

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