Customer Service Agent

Barry J. Finnell

**** **** ***** **** ****, Eagle Mountain, UT 84005

Cell 385-***-**** • Email: *************@*****.***

EMPLOYMENT

Customer Service Agent, Sykes Inc, /Capital One, Provo, UT. (June 1, 2017 to June 2018)

Customer Service Agent, Frontier Secure Communications/Capital One, Lindon, UT. . (02/2016 to June 1, 2017)

• Payment specialist for Capital One Credit Card Services. Frontier Secure Communications is an outsourcing company contracted by Capital One to handle incoming calls on all credit card accounts.

Live Integrative Facilitator/Proctor, West Lake High School – Extended Studies Department, Utah Valley University, (2012 - 2016).

Facilitates on-line UEN broadcasts via the Internet for Live Interactive courses. Proctors quizzes and exams for individual professors, interacts with students on course syllabus guidelines, takes attendance and all related responsibilities for a successful Live Interactive experience at UVU.

Outstanding Live Interactive Facilitator Award, 2013.

On-line Course Specialist – Distance Education, Utah Valley University. (2008- 2012).

Provided daily technical and logistical support for assigned Online or Live Interactive courses to dozens of students and professors who used Blackboard or Canvas.

Record, track and resolve all technical course support issues through phone calls, chat requests, emails and personal contact for all UVU faculty and students.

Assist faculty in updating courses in LMS including programming changes in syllabi, schedules, assignment/assessment deadlines, and other content adjustments, under the direction of Instructional Design Team.

Received a 95% rating for effectively communicating with thirty-five professors, and hundreds of students and a diverse group of employees each semester.

Monitored seventy-five on-line courses, each semester, for the three years as a Course Specialist.

Instructional Designer - Unishippers Inc. Murray, UT (09/12/2008-12/21/2008))

Created a UPS freight glossary of 100 definitions, in three days, entering them into Moodle, their (LMS).

Revised and update all design-training materials from DHL to UPS for new hires.

Reviewed, edited, and created seven new PowerPoint Presentations for new sales representatives, incorporated Camtasia Studio 5, and entered into Moodle.

oNew sales reps training was cut by one day, achieving same results as before.

Assessed current training materials, training techniques, and training presentations, using the ADDIE Design Model, (Analysis, Design, Development, Implementation, and Evaluation).

oReduced in class time on task by 20%, and retention rate for new sales reps was increased by 25%.

OTHER EMPLOYMENT EXPERIENCES

Cognitive Skills Enhancement Coach, Individual Tutoring for K – Adult learners who need extensive help in reading and math skills. Learning Solutions of Utah, 9067 S. 1300 W. # 202, West Jordan, UT, 84088. 801-***-**** – (2.5 years)

Educator – Granite School District, Salt Lake City, UT

oElementary Teacher, second - fifth grades. (19 years).

oComputer Lab Network Administrator and Instructional Facilitator, Textbook Committee member, Technology Committee Chairperson, Accreditation Committee member. (6 years).

Adjunct Faculty, University of Utah, supervised three successful student teachers (3 years).

OTHER EMPLOYMENT EXPERIENCES CONTINUED

Guest Presenter, Utah Conference of Educators of Technology (2 years).

Kódály Music Teacher, K-4. Boston Public School District, Boston, MA

oAwarded a one-year fellowship to implement Kodály music program into Fifield Elementary School.

Guest Instructor, University of Idaho, Moscow, ID, Summer Session, ‘Implementing the Philosophy of Zoltán Kodály into Your School’s Music Program’.

MASTER’S DEGREE PROJECT

Masters Project ‘A COMPREHENSIVE WEBSITE FOR PARENTS OF COGNITIVE SKILLS ENHANCEMENT GRADUATES’

TEAM OR GROUP PROJECTS

Team Projects

oCollaborated on a Technology Plan for Granite School District Y.E.S.S./J.J.S. (Youth Education Support Services, Juvenile Justice System).

oDeveloped Online Audio and Visual Learning Strategy Modules to meet Utah State Office of Education Core Curriculum Standards for MS Word, Excel, and PowerPoint Presentations, for grades 7-8-9. Designed primarily for Granite School District Y.E.S.S. Program, using Adobe DreamWeaver.

a. Students’ time on task increased by 50%

b. Freed up teacher time by 50% to meet most critical students’ needs

Group Presentation

oUsing the Humanistic approach, Artistic Culinary Creations, USU Extension Course.

EDUCATION

Utah State University • Master of Education in Instructional Technology & Design

University of Utah • Elementary Teaching Certification [equivalent to BS in Education]

Capital University – Graduate work in music

Brigham Young University • Graduate work in music

University of Idaho • Bachelor of Music Education

Character References

• Dr, Devin Tranter, M.D., 3888 South Pass Cove, Eagle Mountain, UT 84005, 801-***-****.

•. Mr. James Gough, Professor of Art History, (retired) Salt Lake Community College & BYU, 1160 South Shields Lane, South Jordan, UT 84095, Home (80) 906-9498

• Mr. Steve Berrey, Reservation Agent, (retired) Marriott Corporation PO Box 128

West Jordan UT 84084-0128, Home 385-***-**** .

• Mrs. Doris Brunatti, Nationally renowned Mezzo-Soprano/Coloratura, 526 East 12100 South, Draper, UT, 84020; 325 West 45th Street, #711, New York, New York, 10036, Home 801-***-****) Cell 801-***-****)

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