Trainer, Customer Service, Call Center, Programmer/Analyst, Teacher
Resume:
LaVoris C. Hill
Hampton, Va. **666
Objective – To obtain a position that will further enhance my career in Business, Information Technology and Education.
Skills Summary
• Bachelors Degree in Management Information Systems from Christopher Newport University
• Customer Service - Call Center Trainer/Supervisor/Coach and Mentor
• Information Technology - Programmer/Analyst
• Education - Middle and High School Teacher
• Insurance - Self-employed Bail Bondsperson (P&C License)
• Keyboarding, and Oracle DBMS Training
• Economics, and Personal Finance with W!SE Certification
Experience
2013 - Current NCO Group Sprint - New Employee Training Supervisor "Trainer"
• Trained/ Supervised/ Coached/ Mentored new hire WAH employees
• Facilitated/ taught company content and complex business processes to new hires
• Evaluated, documented and made recommendations for employee performance
• Maintained classroom training materials, employee records, timesheets, and business compliance needs
• Provided operational support for employees transition from classroom to work-at-home
• Troubleshoot work at home login issues and resolved trouble tickets
• Participated in client calibration sessions for metric evaluation/ improvements
• Acted as Subject Matter Expert to assist with process improvement
• Coached employees on metrics and made recommendations for employee growth and development
• Monitored teams/ individuals to determine performance needs and up-training opportunities
• Analyzed team metrics and provided additional training as needed
• Reviewed/closed Individual Requests for Training and decided validity of customer service complaints
• Pulled/listened to phone calls to determine disciplinary action when customers launched complaints
• Provided leadership to 6 teams for coaching, training, mentoring, and team lead assistance
• De-escalated customers and resolved customer issues as Escalation Supervisor providing customer service
2011 – 2012 Newport News Public Schools Teacher – ADMHSS 6-12
• Taught high school/middle school courses - Algebra I, Honors Statistics, Math 7, English/Math SAT Prep
• Created / Executed teacher lesson plans
• Created tests, graded papers, input grades, setup and printed report cards and progress reports using SIS
• Attended back to school night and parent conferences
• Performed classroom and time management
• Controlled and monitored students behavior
• Documented student accomplishments, disciplinary issues and attendance
4/2011 – 6/2011 University Instructors Math Instructor – Hines Middle School 6-8
• Taught and reinforced math skills to targeted low performance students to increase SOL scores
• Created and/or executed lesson plans from Math Coach, Teacher, or myself
• Tools used include Jefferson Lab, Mock Practice SOL Tests, and other websites.
2002 – 2011 Hampton City Schools Long Term Teacher/Substitute
• Taught high school / middle school courses as needed; taught Engineering, Keyboarding, Business Law, Finance, SAT Prep,
English, and Family and Consumer Science on long-term contracts
• Created / Executed teacher lesson plans
LaVoris Hill – page 2
• Created tests, graded papers, input grades, setup and printed report cards and progress reports
• Performed classroom and time management; recorded attendance daily into computer system
• Controlled and monitored students behavior; wrote discipline referrals as needed
• Documented student accomplishments, disciplinary issues and attendance
2002 – 2011 Hills Bail Bonding Service Professional Bail Bondsperson
• Posted surety bonds to the courts in Virginia
• Acted as attorney in fact for insurance company
• Performed business / administrative / office management, business reporting, account management and collections
• Complied with court and Bureau of Insurance rules and regulations
• Completed SCC bi-annual continuing education courses
• Complied with Division of Criminal Justice Services rules, regulations, and license renewal requirements
2009 – 2010 New Horizons Regional Education Center Substitute Teacher
• Taught HVAC, Machine Shop, Carpentry, Robotics, Nursing, Dental, Computer Science, and Auto Mechanics
• Executed teacher lesson plans
• Performed classroom and time management; recorded attendance
• Controlled and monitored students behavior
• Documented student accomplishments, disciplinary issues
2004 – 2009 ATU Services Business Manager
• Contract negotiation and acquisition
• Account management, billing and collections
• Secured and maintained business insurance and licenses
• Prepared tax filings and business reports
• Created / maintained online payroll system and employee files
• Other duties as required
2000 – 2004 Prepaid Legal, Inc Operations Support Analyst
• Recruited and trained Sales and Marketing Personnel
• Provided customer service in all aspects of product line
• Supervised directors and sales associates
• Managed inventory systems and sales systems
• Supported internet sales and internet sales tools
1999 – 2000 Hampton University Programmer/Analyst (Financial Aid)
• Sole supporter of the Student Information System Financial Aid Management (SCT SIS PLUS) System
• Responsible for programming/analysis and technical support to the Financial Aid Office, while acting as liaison between the
Computer Center and the Financial Aid Director
• Provided test/production system support, user training, system conversion and maintenance, system release application, Focus
report program development, and Cobol II program maintenance on an IBM 9121 VM/VSE system
• Researched, analyzed, designed, coded, tested, maintained, documented and created programs, JCL, parameters and reports to
user specifications
1997 – 1999 Newport News, Inc Programmer (Catalog Distribution)
• Performed programming and analysis for production support and new development of Cobol/Cobol II programs using DB2,
Adabas SQL, JCL/Utilities, TSO/ISPF, Syncsort and Easytrieve on an IBM 3090 system
LaVoris Hill – page 2
• Analyzed, designed, coded, tested, maintained and documented programs
• Created and modified JCL, copylibs and parms
• Sorted files and created reports
1988 – 1995 Unisys Corporation Programmer (Payroll/Personnel)
• Performed new and existing programming design, coding, analysis, testing, maintenance and documentation of Adabas Natural
and Cobol programs using JCL/Utilities, TSO/ISPF, CICS, Predict, EasyFlow, and WordPerfect on an IBM 4381 dual system
for development/production on the NASA/Langley Business Administration Management Information Services (BAMIS)
contract
• Duties include research, conversion, creation, deletion, and documentation of integrated systems, FTP, fields, programs, JCL,
tables and Adamints
• Wrote user guide manuals
• Ensured quality products for turnover to NASA
References Available Upon Request
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