Manager/Trainer

MANAGER TRAINER

• QUALIFICATIONS PROFILE

Growth-driven and seasoned professional with extensive experience in supporting the professional and personal development of personnel through focused guidance, motivation, and leadership. Recognized for unparalleled work ethic, along with the ability to manage multiple priorities and quickly adapt to challenging work environments. Known for analytical problem-solving and critical thinking aptitudes in developing strategic solutions to resolve complex situations. Well-versed in implementing innovative action plans to drive employee morale and performance beyond goals and expectations. Equipped with articulate communication and interpersonal skills in building positive work relationships with customers and professionals of all levels.

• PROFESSIONAL EXPERIENCE

CLICKSALES, INC. BOISE, ID

Senior Customer Service Manager 2005–2016

Personnel Management, Training, and Development

Provided expert leadership to agents by responding to work-related questions, managing attendance, handling escalated calls, coaching, and conducting performance evaluations

Coordinated with IT and Product Planning teams to discuss customer service-related updates, fixes, and improvements, as well as facilitated training to agents and guided them to enable smooth adaptation to changes

Hired and developed a cross-functional team of multilingual agents to effectively handle the workload of the Customer Service Department, facilitate international growth, and guarantee adequate phone coverage

Authored the training curriculum and led routine training for agents to ensure that they continuously provided exceptional customer service, which included empathy, tone of voice, and methods of communication

Oversaw agent schedules to ensure proper coverage of operations during business hours

Performed two call evaluations per agent on a monthly basis for the entire team, and discussed status during weekly and biweekly one-on-one coaching sessions

Tracked and managed agent payroll by reviewing timesheets for correctness before submitting to the Human Resource Department for approval

Served as driving force to motivate agent performance and meet production goals, including implementing recognition programs and contests

Continuously developed agents through coaching, training, and annual and biannual performance evaluation

Presided over cross-functional meetings between IT, Customer Service Department, and leadership to enhance overall call center technology and streamline agent UX/UI, thus boosting productivity and customer experience

Operations Management

Thoroughly evaluated department production workload by tracking calls in queue, available agents, and wait times

Collaborated with the Human Resource Department in implementing a new browser-based payroll system, PayNorthwest, and conducted training for the agents in using the system

Presided over a webinar for vendors on reducing refunds and using ClickBank’s proprietary system

Coordinated with several departments to lead the development of documentation to support the transition of temporary employees to regular ClickBank employees, define eligibility of agents for promotion, and manage disciplinary action of temporary and regular employees

Efficiently handled daily chargeback reports to support ClickBank in mitigating overall chargeback rates

Key Highlights

Restructured the Milestone employee training program to enhance clarity and incorporate new system and process functionalities, which brought forth 75% increase in employee passing rate

Managed staffing requirements, which included hiring, interviewing, and training 17 temporary employees for the newly expanded evening shift for ClickBank World Class Customer Care program, thus decreasing ClickBank’s Answernet operational expense by 25%, as well as average call time, wait time, and overall customer complaints

Revised the new employee training manual to reduce average training period from 4-5 to 1-2 weeks for new full-time temporary employees, improve speed to market, and mitigate cost

Directed the onboarding of Answernet to assist with operational workload, which involved training six Answernet employee groups, tracking call quality and reporting activities, and coordinating with Answernet management to guarantee that proper coverage and quality requirements were made

Maintained active communication with large potential vendors to identify and discuss their needs related to ClickBank’s platform; supported leadership in securing cost-effective system solutions for large client onboarding

Played a lead role in the implementation of a new phone, email, and chat system, LiveOps, as well as an IVR system in 2014, which involved handling production and supporting agents with daily production until resolution of system issues

• EARLIER CAREER

HARRY AND DAVID BOISE, ID

Assistant Manager

• EDUCATION

Bachelor of Science in Management, with Concentration in Business Management

UNIVERSITY OF PHOENIX BOISE, ID

Associate of Science in General Studies, Technical Option

LINN-BENTON COMMUNITY COLLEGE ALBANY, OR

• AFFILIATION

Delta Mu Delta

• TECHNICAL SKILLS

Microsoft Office Suite (Excel, Outlook, PowerPoint, and Work) Zendesk

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