Customer Service Training

FELICIA DIXON

*** ******* ****** *******, ** ****1 757-***-**** ******@*****.***

SUMMARY OF SKILLS:

TRAINING & QUALITY TEAM MANAGEMENT

Conducted orientation sessions and arranged on-the-job training for new hires. Evaluated instructor performance and the effectiveness of training programs, provided recommendations for improvement. Developed testing and evaluation procedures. Conducted and arranged for ongoing technical training and personal development classes for staff members. Conferred with management and conducted surveys to identify training needs based on projected production processes, changes, and other factors. Developed and organized training manuals, multimedia visual aids, and other educational materials. Planned, developed, and provided training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops. Analyzed training needs to develop new training programs or modify and improve existing programs. Trained instructors and supervisors in techniques and skills for training and dealing with employees. Coordinated established courses with technical and professional courses provided by community schools and designate training procedures. Prepared training budget for department and organization. LEADERSHIP DEVELOPMENT

Developed leadership development strategy to deliver an outstanding program experience on a national scale. Worked collaboratively with directors to share learning and an outstanding program leadership development experience. Built outstanding relationships with existing delivery partners across all areas of the organization. Developed new relationships with thought-leaders and brought in new innovations to further develop and enhance the leadership development experience. Built key relationships and strategic partnerships with external providers to bring new innovations and ideas into the program. Worked with the head of training ensure that all training develops while remaining practical and innovative.

Remained abreast of innovations in leadership development across all sectors which could have been integrated into the program to develop new training content and modules. Participated in a high quality recruitment, induction and training process for team of development coaches and facilitators nationally to maintain teaching leaders’ values and high quality. Recruited high-potential, mission-led leadership development team in line with teaching leaders people strategy. Utilized and developed competency framework to develop ongoing measurement framework through the company.

ADMINISTRATIVE OFFICE MANAGEMENT

Maintained office services by organizing office operations and procedures, preparing payroll, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, assigning and monitoring clerical functions. Maintained office efficiency by planning and implementing office systems, layouts, and equipment procurement. Designed and implemented office policies by establishing standards and procedures, measuring results against standards and making necessary adjustments. Completed operational requirements by scheduling and assigning employees and following up on work results. Maintained office staff by recruiting, selecting, orienting, and training employees. Maintained office staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results. Maintained professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional societies. Achieved financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions. Contributed to team effort by accomplishing related results as needed. SALES & CUSTOMER SERVICE MANAGEMENT

Accomplished customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees. Communicated job expectations, planning, monitoring, appraising, and reviewing job contributions. Planned and reviewed compensation actions, enforced policies and procedures. Achieved customer service objectives by contributing customer service information and recommendations to strategic plans and reviews. Prepared and completed action plans, implemented production, productivity, quality, and customer-service standards. Resolved problems, completed audits, identified customer service trends, determined system improvements and implementing change. Met customer service financial objectives by forecasting requirements, preparing annual budget, scheduling expenditures, analyzing variances and initiating corrective actions. Benchmarked best practices and analyzed information and applications. EMPLOYMENT & EDUCATIONAL HISTORY

JAMES RIVER INTERIORS

Interior Designer June 2000 – Present

Conferred with clients to determine factors affecting planning interior environments, such as budget, architectural preferences, and purpose and function. Advised clients on interior design factors such as space planning, layout and utilization of furnishings or equipment, and color coordination. Coordinated with other professionals, such as contractors, architects, engineers, and plumbers, to ensure job success. Reviewed and detailed shop drawings for construction plans. Estimated material requirements and costs, and present design to client for approval. Subcontracted fabrication, installation, and arrangement of carpeting, fixtures, accessories, draperies, paint and wall coverings, art work, furniture, and related items. Formulated environmental plan to be practical, esthetic, and conducive to intended purposes, such as raising productivity or selling merchandise. Selected or designed, and purchased furnishings, art works, and accessories. Rendered design ideas in form of paste-ups or drawings. Used computer-aided drafting (CAD) and related software to produce construction documents. Planned and designed interior environments for boats, planes, buses, trains, and other enclosed spaces. VERIZON/TRG

Customer Service Representative November 2007 – October 2010 Maintained customer relationship by responding to inquiries; documenting actions. Prepared for customer inquiries by studying products, services, and customer service processes. Responded to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer. Recorded customer inquiries by documenting inquiry and response in customers' accounts. Improved quality service by recommending improved processes; identifying new product and service applications. Updated job knowledge by participating in educational opportunities. Accomplished customer service and organization mission by completing related results as needed. APAC

Customer Service Representative November 2005 – January 2007 Resolved customer questions, complaints, and requests. Provided pricing and delivery information, and processed orders. Recorded and verified names, addresses, purchases, and specific feedback of customers to maintain an accurate customer list. Entered all data into computer. Educated and/or sold APAC’s products or service to the customer. Contacted customers to gather market research. Attended training, supervisory one on one and coaching sessions.

EDUCATION

Ashworth College: Norcross, GA (online study)

• Travel Agent: 2013-Present

Hampton High School: Hampton VA

• General Diploma 1987

REFERENCES AVAILABLE UPON REQUEST

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