Customer Service Training

Thomas C. Lind

*** ********* ***** ****, ******** 19701 302-***-**** acy4rc@r.postjobfree.com

Objective

To obtain a management position in the Customer Service field

Experience

Training Associate/Customer Service and Engagement

April 2015-present Discover Financial Services, New Castle, DE

Facilitated the New Hire training program during their first 5 weeks with the Company

Consulted with business partners to assess training, identified performance deficiencies and desired performance by identifying key needs.

Coordinated and facilitated local and national training initiatives in accordance with rollout plans

Created and facilitated Acquisition and Customer Service based refresher training to improve performance over a variety of metrics

Supervised, coached and mentored New Hire employees to improve performance through consistent feedback and development

Mentored former students in interviewing techniques and career development throughout the Company.

Participated and led call calibration sessions for Team Leaders and Team Coaches to develop dispute techniques to improve quality scores

Communicated proactively with Business Partners to streamline and improve efficiency in training needs

Volunteered for “Weekend Warrior” pilot and exceeded all performance metrics throughout the session.

Team Leader/Acquisitons Dover Work at Home

February 2012-present Discover Financial Services, New Castle, DE

Managed team of 42-45 Work @Home Account Managers and 4 Coaches

Team was ranked #! On Operational Risk Defects, ISHINE(Quality) scores, and Service Ready metrics

Created Chat Monitor program, New Hire Mentor program, and Temporary Coach program, to help find both formal and informal opportunities for Account Managers to have opportunity to promote.

Mentors, develops, and trains new and existing employees, leading by example and demonstrating best practices.

Actively participated in New Hire Training, facilitating three sections including Quality portion.

Created and facilitated trainings, to increase Department performance.

Liasion between Department and BT(Business Technology), Training, Corporate, Quality(CELT), which increased efficiencies.

Prepared and facilitated incentive programs to improve Department performance.

Co-chair of ECG(Employee Control Group) to facilitate diversity and inclusion within the Workplace.

PFRESH Perishables Assistant/Overnight Team Leader(FLO)

September 2010-February 2012 Target Corporation, Newark, DE

Awarded Great Team Hero of the Month-March 2011.

Developed 4AM FLO team to meet and exceed all receiving standards

Inspects freshness and quality of products daily and trains team members on brand standards.

Orders products using all technological processes to ensure inventories are maintained at the optimum level.

Executes processes to maximize profitability within the Department.

Ensures all ad sets, sales plans, transitions, versions and adjacency changes are completed in a timely and accurate manner.

Reports directly to ETL-Food.

President/Founder

March 2009-August 2010 CHV Tenants Association, Philadelphia, PA

Organized non-profit association to develop the rights of the tenants/residents of Chestnut Hill Village, an 800 unit apartment community.

Grew membership and Board of Directors to 350 and 7, respectively.

Engaged landlord group in negotiations, regarding utility overcharging, increasing crime, rental rates, and other complex-wide issues.

Awarded $2,000,000 in upgraded boilers and heating systems, as a result of our organization.

Participated in citywide initiatives regarding crime and tenant rights.

Vice President

March 1997-June 2002 King TeleServices, New York, NY

Managed two outbound centers totaling more than 600 stations

Developed successful incentive programs to improve productivity and profitability.

Supervised more than 5 Production Managers and 35 Supervisors.

Successfully started eight new clients, including Verizon, Chase Business, Bell Atlantic, Dow Corning Corporation, Banco Popular, MMG and Exxon Mobil.

Managed all aspects of inbound and outbound campaigns, including file transmissions, quality assurance, floor operations, lead analysis and segmentation, human resources, and client interaction.

In 2001, was ranked #1 vendor status by Verizon Communications, which allowed for the installation of their Legacy Customer Service system into KTS.

In 1999, was awarded International TELO Award for successful work on the Dow Corning Implant suit.

Prepared and facilitated training on telemarketing industry, including theory, operations, QA, account management, and MIS.

Increased revenue to $20 million in 2000

In 1997, decreased QA issues on a 40,000 hours/month account by 80%, which allowed for growth to 75,000 hours/month in 3 months.

Account Supervisor

May 1996- March 1997 Wunderman Cato Johnson, New York, NY

Responsible for inbound, outbound and IVP projects for 4 clients(USPS, American Express, Showtime, Zeneca Pharmaceuticals). This included scripting, reporting, monitoring and vendor management

Managed 4-6 vendors simultaneously.

Developed new customer service system for the USPS Small Business Group, which increased billings by $175,000

Managed three Account Executives and one Account Coordinator

Director of Operations

October 1995- May 1996 Dial Direct Inc., Philadelphia, Pennsylvania

Developed and started-up new 200 station center in Wheeling, West Virginia

Managed 450 inbound/outbound stations within 3 three centers

#1 ranked vendor nationally for clients, including Chemical Bank and US West

Increased revenue by 15% in six months.

Assistant Secretary

October 1993- October 1995 Chemical Bank N.A., Hicksville, NY

Started-up outbound RCSG telemarketing operations

Increased and developed staff from 20 to 650 in 12 months

Ranked #1 vendor, outperforming all outsourced vendors, within six months, on both inbound and outbound programs.

Developed model for other RCSG programs within the banking industry.

Education

Hofstra University, Hempstead, New York

1984-1989

Political Science/Psychology

Interests

Volunteerism, leadership development, running

References

References are available on request.

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