Customer Service Training

JEFFREY H. MAUGHAN

Phone 210-***-**** E-mail: ***********@*****.***

Linked In: http://www.linkedin.com/in/jeffreymaughan/

SENIOR TRAINING / MANAGEMENT SPECIALIST

Executive Summary

Accomplished and dedicated training professional who thrives in a mix of training and management. Consummate instructor with comprehensive knowledge of adult learning theory and persuasive verbal skills honed during presentations for groups from 5 to over 800. My goal is to help people succeed at work, period! Results charged military career spanning two decades that reflects achievements in leadership and management. Put simply, my expertise is delivering results through effective management and training.

Areas of Expertise

GROUP FACILITATION – CUSTOMER SERVICE /COLLECTIONS/SALES TRAINING – LEADERSHIP / MANAGEMENT TRAINING – EMPLOYEE RETENTION – NEW HIRE INDUCTION – PERFORMANCE APPRAISALS – CAREER COACHING – EMPLOYEE ENGAGEMENT AND RECOGNITION – ORGANIZATIONAL DEVELOPMENT

Professional Experience

Millennium1 Solutions San Antonio, Texas Aug 2014 – Feb 2016

Leading Canadian Business Process Outsourcing solutions provider providing end-to-end B2B2C solutions

As the Training Specialist II, tasked with standing up the training department and delivering technical and soft skill development, compliance, and specialized training courses to fulfill client contracts. Track performance metrics. Provide expertise to devise ways to enhance the delivery of training.

The first employee and the only Training Specialist hired to support opening the only United States based Call Center Operations location.

Facilitated New Hire training allowing the center to meet staffing requirements 25% sooner than expected.

Provided training expertise by designing and implementing a new Human Resources orientation Power Point training deck.

Cross skilled to train new hires in all three client programs.

Company closed the center, all staff laid off.

CGI San Antonio, Texas Feb 2013 – Aug 2014

The world’s 5th largest management, consulting, and business process services firm

As the Training Specialist, tasked with assisting with the stand up and developing and delivering technical, skill development, compliance, and specialized training courses. Track performance metrics. Provide expertise to devise ways to enhance the delivery of training. Ensure methods and tools are effectively integrated in curriculum development and knowledge management.

Started delivering technical training to new hires within the first two weeks, a process that normally takes 6-8 weeks, bringing energy and passion to the material. Given the highest rating by students on course evaluations.

Selected to travel to conduct new hire technical training after only three months, astonishing results.

Designed, developed and delivered specialized Customer Service training to the California Housing and Urban Development (HUD) program management team, increasing the skills and bringing greater efficiency to the members daily work activities.

Maughan senior training/management resume, page 2

Continued to exceed expectations during a sudden reduction in manning by 50%, ensured no work stoppage.

Attended a Train the Trainer for The Leaders Edge course “The Effective Manager”. Qualified to deliver the first of three leadership development courses designed to provide new managers increased confidence and performance in interviewing, financial management, performance management, and leadership.

Stand up complete.

SA Kids Karate San Antonio, Texas Jan 2012 – Feb 2013

San Antonio’s Premier Martial Arts School

As a Master Level Instructor, tasked with developing children and adult students to be well equipped, both mentally and physically, to become leaders and positive role models in our society. Provide advanced training to senior students to enhance their skills. Monitor teaching quality of junior instructors. Assist in the delivery of the POWerful Words curriculum.

Assisted in the promotion to Blackbelt, the most senior rank, of 10 students, facilitating their continued success and achievements in school, work, and life.

Advisor to the SA Kids Karate Demonstration Team, seen on the KENS 5 TV Morning Show.

Conducted self-defense seminars during San Antonio’s night out event at local apartments, generating increased interest and situational awareness of participants.

POWerful Words program facilitator, helping students with lessons that give the strength to explore and the foundation to succeed. Such a character development education program is used within the context of martial arts classes to invite students to listen, share, discover, and reflect on the ways to become upstanding community members. Parents love it!

EJ Ward, Inc. San Antonio, Texas Oct 2011 – Dec 2011

Fleet Asset Management Solutions

As the Training Specialist (contract), tasked with developing and delivering technical training courses. Work with customers, partners and internal employees to package best practices into training courses. Create compelling training presentations. Assist in the delivery of new hire orientation. Develop in-house learning curriculum and maintain training records.

Designed unique student and trainer product facilitation guides using ADDIE.

Developed and spearheaded the first ever company “Community of Learning” program allowing business and development best practice sharing by departments.

Designed and developed the first ever company new employee on boarding program, paralleling existing programs and personalized to the company’s unique needs.

The position was funded from sales. Not enough sales required the company to eliminate the job.

Southern Careers Institute San Antonio, Texas 2009 – 2011

Texas Career Training School

As a Vocational Education Instructor, charged with teaching students to such competency levels they are qualified for employment and develop each student’s potential to the utmost by intensive, quality instruction.

Conducted effective business and business communication courses to over 200 culturally diverse and varying age vocational students annually.

Courses include ethics and diversity, personal development, oral presentations, office procedures, customer service, basic accounting, typing and Microsoft office programs. Students final grades in the 85th percentile.

Twice nominated for Instructor of the Year.

SCI was a temporary job until a career orientated position was found.

Maughan senior training/management resume, page 3

Accenture San Antonio, Texas 2006 – 2008

The global management, consulting, and business outsourcing firm

As the Training Lead, assigned the responsibility, accountability and budget authority for successful leadership, direction and management of the Center training function. Design, develop and track performance metrics. Provide expertise to devise ways to enhance the delivery of training. Ensure methods and tools are effectively integrated in curriculum development and knowledge management. Maintain an informal and formal network of subject matter experts who can serve as faculty and/or experts for content development associated with learning and capability programs. Facilitate problem solving, innovation and decision making within the training team.

Opened the training department for the only U.S. based delivery center.

Skillfully met demands and diplomacy required to teach management training to exempt employees and supervisor development courses to non-exempt employees.

Member of Center Retention Management Team and part of Talentkeepers pilot program in Prague and Bratislava. Facilitated focus groups regarding retention strategies with managers and workers and revealed useful data for management action.

Used survey scores to identify training gaps and designed and conducted platform development skills course for new facilitators to fill the gaps. 60% score increase in satisfaction with delivery.

Left the company to start my own training business.

JPMorganChase San Antonio, Texas 2000 – 2006

The largest bank in the United States

As the Assistant Treasurer / Senior Trainer, tasked with training new hires on credit card customer service, retention, and collections. Conduct quality reviews on new trainers to include classroom observation, feedback and coaching development opportunities. Conduct training needs assessment to determine effectiveness of material and follow up actions. Diversity Leadership Council Member and Chairman of the Visibility Sub-Committee. Interim Performance Improvement Manager.

Controlled all aspects of training delivery for 200 plus personnel annually. This includes computer operating systems, soft skills development, supplies and equipment, timesheets, payroll, shift schedules, and academic, production quality monitors.

Conducted quality reviews on new trainers, increasing self esteem and student evaluation scores.

Contributed to market share and revenue streams by a monthly average of $2.5 million in Balance Transfers and $100,000 in product sales.

Active team member of Chase Off-Shore project to Mumbai, India. Taught outbound telemarketing and credit card customer service.

Ignited participation as Chase Global Days of Service Project Captain for the San Antonio Food Bank and Junior Achievement Bowl-a-Thon to over 90%.

Designed, developed and delivered the Respect “Hip Pocket” training program to site Team Leads. Managed this program cradle to grave providing subject matter expertise to participants resulting in 5% reduction in Human Resources complaints.

Merger with BankOne brought on new CEO who dramatically changed the culture.

U.S. Air Force Washington, D.C. 1978 – 2000

Combat arm of the U.S. Department of Defense

A results charged career spanning two decades that reflects leadership, management and achievements in Basic Military Training, Drug & Alcohol Abuse Counseling and Law Enforcement.

Senior Manager in Charge, Military Working Dog (MWD) Section. Responsible for all veterinary care, maintenance and training of 9 MWD’s worth $333,000 and handlers.

Maughan senior training/management resume, page 4

Superintendent, Alcohol and Drug Abuse Prevention and Treatment (ADAPT) Program. Responsible for

supervision, management, quality control and program certification for staff of 17 and monthly average

patient load of 25.

Chief, Social Actions. Responsible for all substance abuse and equal opportunity/human relations issues

for overseas base closure with a population of 750 military and civilian employees.

Section Supervisor for Basic Military Training Squadron. Responsible for supervision, management and

training of eight instructors, 1,600 basic recruits annually and facilities worth $2.4 million.

Education

Professional Human Resource Management Certificate, Villanova University

Six Sigma Yellow Belt, Consultants to Government and Industry

Academic Instructor School Certified, US Air Force

Situational Leadership II, Ken Blanchard Company

Essentials of Project Management Certificate, Villanova University

Consultative Sales, The Richardson Company

The Seven Habits of Highly Effective People, Franklin Covey

Mastering Sales Psychology, Tom Hopkins International

Distinguished Graduate, Senior Leadership & Management School.

Honor Graduate, Advanced Leadership School

Kyoshi, 7th Degree Blackbelt, Okinawa Shorin-Ryu Karate

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