Customer Service Training
Resume:
BROOKS SORENSEN
*******************@*****.***
Delivering Leadership, Accountability, and Excellence
LEADERSHIP AND OPERATIONS MANAGEMENT TRAINING
Dedicated leader with over 9 years of proven results using operational and
leadership strengths to solve specific and measurable needs for complex
organizations through the training, development, and engagement of
associates.
KEY STRENGTHS
Strategic Project Management . Directing Others . Technical Aptitude .
Developing Direct Reports .
Managerial Courage . Problem Solving . Drive for Results . Building
Effective Teams . Root Cause Analysis
CORE COMPETENCIES
V Results-driven with exceptional practical judgment and memory for
details with skills in developing process improvement, team building,
and curriculum development.
V Known analyst who transforms data analysis into workable solutions and
benchmarks for performance against key operational objectives.
V Expertise in management with extensive scope of responsibility and
proven track-record of delivering optimal results in a high growth
environment that exceeds operational goals and yields measurable
outcomes.
V Strong operational process improvement background through effective
cost reduction, tactical planning, productivity gain, and revenue
growth strategies.
V Solid communication skills, both oral and written. Ability to build
relationships of trust with leaders.
V Advanced expertise working with computer software including, MS office
(Word, Excel, PowerPoint), Windows and Mac operating systems.
PROFESSIONAL PROFILE
Black Turtle Services, Layton, UT
Nov 2013-Present
Training Specialist -CMS (Affordable Care Act)
. Directed and facilitated the training of CSR's for the Affordable Care
Act.
. Developed and implemented an evaluation form to evaluate the
performance of each trainer.
. Created and maintained a spreadsheet to track each training class and
its participants.
. Demonstrated effective leadership by spearheading several new
projects, such as, a nesting program, additional trainings for
trainers and supervisors, and additional continuing education courses.
Convergys, Taylorsville, UT/Cedar City, UT
Jan 2013-Nov 2013
Training Manager-AT&T Mobility Sales and Service
. Assessed organizational needs and collaborated with HR and Operations
leadership to develop solutions related to culture, associate
performance, and leadership development.
. Directed the activities of 10 training professionals in the design,
implementation, and evaluation of training programs to increase
leadership and work skills.
. Created additional training material such as, games, puzzles, role
play scenarios, workshops, and assessment reviews.
. Developed and implemented an evaluation form to evaluate the
performance of each trainer.
. Developed an effective training and development program using a
combination of case studies, on the job learning, classroom training
and coaching.
Training Specialist-AT&T Mobility Sales and Service
. Directed and facilitated the training of new hire customer service
representatives and new hire technical support analysts.
. Utilized training tools to create an optimal learning environment for
agents, associate trainers, and operational staff.
. Developed and applied training techniques, materials and tools to
ensure the most vital information was delivered to the learners.
. Facilitated, organized, and developed train the trainer and effective
management trainings. Directed additional customer service trainings
and techniques.
Bluehost, Provo, UT
Dec 2010-Jan 2013
Technical Support Specialist/Training Specialist
. Resolved customer interactions and requests via phone, email and chat.
. Gained experience on website protocols, Operating System functions,
and basic networking.
. Ensured workstations were functional and were optimized for employee
performance.
. Gained advanced knowledge of Microsoft office and built tools that
were used in real world applications.
. Demonstrated effective leadership by training new technical support
specialists.
. Increased website hosting reseller accounts by over 7% in 3 months.
Vangent Inc, Sandy, UT
Sep 2009-Nov 2010
Service Quality Assurance Manager-2010 U.S. Census
. Assumed full responsibility for managing quality assurance for 2
projects.
. Directed and developed up to 100 quality assurance analysts, and 4
quality assurance supervisors.
. Oversaw all daily operations to meet service level agreements and key
performance indicators. Monitored employee performance and developed
effective scorecards to provide performance reviews.
. Developed additional reporting and operational tools in Excel to
provide more accurate and complete data to our client.
. Coached, motivated and developed analysts and supervisors to ensure
daily/weekly service level agreements were met and/or exceeded.
Convergys, Taylorsville, UT/Orem, UT
Jan 2005-Aug 2009
Operations Manager-AT&T EVPN project
. Directed and managed up to 50 engineers and 4 technical supervisors
which were responsible for Enterprise Virtual Private Networking, and
Data and Acceptance engineering for our client.
. Facilitated meetings with site leaders, senior operations managers,
training managers, and client services to discuss daily numbers,
operational developments and to discuss discipline/counseling reports.
. Organized and participated in daily conference calls with the client
to report daily/weekly activities, trends and root cause analysis.
. Utilized troubleshooting techniques to diagnose and repair software
inconsistencies, hardware incompatibilities, and user error.
Training Specialist/Senior Trainer-DirecTV project/United Healthcare
. Directed and facilitated the training of new customer service
representatives, technical support analysts, and international
language group specialists.
. Facilitated or directed over 20 training classes, both new hire
training and continuing education.
. Traveled and facilitated at several different sites to launch new
projects, develop and distribute new training materials, and acted as
company liaison to multiple clients, vendors and sites.
. Developed and applied training techniques, materials and tools to
ensure the most vital information was delivered to the learners.
Operations Supervisor-DirecTV project
. Directed and managed up to 25 call center agents, in the DirecTV
customer service department.
. Created and delivered monthly, quarterly, and yearly scorecards and
evaluations on each agent.
. Utilized effective time management to ensure the needs of the business
were met.
. Responsible for on-boarding and integrating new supervisors onto the
team and evaluate and report on their performance.
. Facilitated meetings with operations managers, training managers, and
site leaders to discuss any new operational trends or behaviors that
need to be addressed.
. Coached and tracked agent performance and utilized that data to stack
rank each employee for business purposes. Coached agents effectively
to motivate and increase team morale and agent productivity.
CERTIFICATIONS
Supervisor 101 - Convergys Corp
Supervisor 101 Master Trainer - Convergys Corp
Training 101 - Convergys Corp
Training 101 Master Trainer - Convergys Corp
LEAP Coaching Techniques - Convergys Corp
Experiential Learning Management (ELM) - Convergys Corp
Effective leadership and coaching - Black Turtle Services
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