Customer Service Sales

Charles J. Mercik

***** ***** ******* *****, *********, FL 33579-2408 H: 508-***-**** acqm90@r.postjobfree.com

About me: I am a professional instructor with a passion for results oriented teaching. My entire career has been spent in the development and delivery of business courseware. I am proficient in both classroom lecture and one on one counseling. During my career I have had the opportunity to work in a wide range of training environments from very small companies to large international firms.

Accomplishments

Award winning instructor (15)

Coaching decreased average holding time by over 40%

Developed training that that improved knowledge transfer and directly correlated to increased sales by 15%

Call Center Retention grew 20% through Better Coaching and Development

Professional Skills

Lecture

Counseling

Curriculum Development

Strategic Planning

Interpersonal Relations

Education

College Bachelor of Science Degree - Worcester State University Worcester, MA.

Certification TSA Instructor

Telecommunications Instructor

Tools

Captivate, Dreamweaver, Visio, Frame Maker, Harvard Graphics, McDraw II, Excel Dreamweaver, Flash, Photoshop and 2000 Professional along with some Apple products.

Software

Windows 98, XP, 7 & 8, Vista, the complete Microsoft Office Suite.

CJ. Mercik resume pg 2.

Work Experience

Training Manager - Scheaffer Consulting Group-Alpharetta, GA 2014 to Present

Designed and implemented cutting-edge training workshops.

Developed innovative monitoring plans that improved client sales 20%.

Coached client sales management team and increased performance and increased employee retention.

O.J.T. Instructor - DealerTrack, South Jordan, UT 2013 to 2013

Delivered software transition training to all dealership personnel.

Design and implement keystroke mastery job aids.

Certified Instructor trains dealership personnel on all DealerTrack software systems.

Trainer - One Touch Direct, Tampa, FL 2010 to 2012

Delivered service and sales and new hire training; products, billing, customer service and systems training.

Created job aids, team building, motivational exercises -decreased AHT from first class to last class delivered

Updated all training materials, managed training registration and reported metrics on demand

Training Manager - Scheaffer Consulting Group-Alpharetta, GA 1998 to 2010

Designed and rolled out cutting-edge training programs to employees and clients nationwide.

Crafted monitoring forms, innovative monitoring plans that improved sales 20%.

Training Manager - ICG Telecom-Englewood, CO 1997 to 1998

Designed, developed and implemented training programs for diverse work force. Rolled out innovative and interactive training focused on motivating and enhancing skills in a positive environment.

Designed monitoring forms and job aids for sales and customer service.

Coached and motivated management team, improving their coaching and team building skills.

Trained and updated training materials for 500+ call center employees.

Worked cross-organizationally on the New Product Convergent Team (NPCT).

Designed and delivered Road Show Training; new products and change management regarding mergers.

Training Manager - MCI-Colorado Springs, CO 1991 to 1998

Led the designed, development and implementation of training programs for sales and customer service; new hire to sales and customer service training for management and reps in 3 call centers.

Led development of supplemental training; Brown Bag, job aids, quarterly roll outs, interactive games focused on motivating sales, customer service teams and cultural programs for multi-language call center staff.

Collaborated with other training managers, member and manager of cross-organizational projects and worked with outside vendors to design specific sales and sales management training programs.

1 of 12 trainers selected to lead corporate customer retention program across 18 call centers nationwide.

Started out as a trainer and promoted to training manager. Collectively trained 4,000+ employees and alternative channel sales force

Led staff of trainers of 17.

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