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Customer Service

Texarkana, TX
November 20, 2020

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Product Support Trainer, Quality Assurance Team, Residential Electrician/Plumber/Renovation, Industrial (S&R, Fab, Assembly) Worker

Daingerfield, TX 75638

903-***-****, 903-***-****, 903-***-****

To find gainful employment in a professional workplace that allows for my advancement in both experience and knowledge. Unfortunately I had a family medical emergency earlier this year, but now I'm ready to rejoin the Employed sector. Willing to relocate: Anywhere

Authorized to work in the US for any employer

PS Trainer/Quality Assurance Team for Intuit Turbo Tax (Work at Home Deparment) Concentrix (WFH) - Texas

November 2019 to March 2020

I train agents to be work at home contractors for Intuit Turbo Tax Online Product Support. I train Customer Service agents how to conduct both Phone and Chat interactions in a way that delivers Awesome to the Customer! I am also on the TurboTax Quality Assurance team where we search for outlier behaviors and deliver effective coaching to improve agent Metrics. I onboard agents into our Work-from-home systems, train agents on the Turbo Tax Product Support curriculum, approve agent payrolls, monitor agent performance, and even term agents for Intuit. Unfortunately The WAH company I worked for outsourced our jobs March 2020. I immediately caught COVED and have just recovered enough to work. Senior Trainer

Concentrix - Longview, TX

August 2016 to March 2020

I am certified to train new hires how to perform Customer Service as contractors for a well known Entertainment Company. I perform daily tasks such as Timekeeping, End of Day reports, Compliance Courses, Graduations, and Terminations. As a Facilitator of AT&T curriculum for over 3 years I have trained nearly 400 people how to speak clearly, show respect and develop a genuine rapport to deliver an extraordinary customer experience over the phone. I also teach New Hire Agents computer based technical problem solving strategies (troubleshooting) on Mobility Consumer Accounts and devices. I weekly have conference calls with other training sites about how to improve customer interactions as well as giving live 1 on 1 coachings to improve performance and productivity. I play a duel role in my position each wave as both the facilitator in the classroom during New Hire Phase, then I move into the role as Team Leader on the production floor during the Nesting Phase (transition). Dealing with classes of up to 20 of all age groups, I provide a safe and conducive classroom-like environment where even novices flourish.



Contract Laborer

Self employed - Daingerfield, TX

March 2008 to August 2016


• Plumbing-I learned this trade as an apprentice. I have pulled out water heaters, installed septic-tanks, cleared drains and repaired field lines. Most of my plumbing experience comes from doing mostly house calls, but I have done some plumbing in the commercial sector. I've surveyed inventory and developed orders for supplies, as well as coordinated on tough situations that required innovative thinking.

• Electrical-I went to college for an electrical occupations certificate, but I have only applied my skills a few times outside of the residential field. I've fished wire and changed breakers. I've changed receptacles, installed ceiling fans and luminaires. I do have knowledge about things like limit switches, coils and solenoids. I would like to extend my knowledge in this field.

• Residential Renovation-I've done just about everything to a home. I've changed out whole floors/walls, put on roofs and framed homes. I've done plasterwork, tile work, staining and painting. I know how to use a saw-horse, a chainsaw, a sander and a host of power tools. I've helped build a home from framing to completion. Stocker

Orderfiller-Cooter's Liquor Store - Jefferson, TX

May 2006 to March 2008

Visual Display coordinator. Shipping/Receiving. Stocker. Custodial duties. Quality Assurance. Cook

Auntie Skinner's Restaurant and Grill - Jefferson, TX February 2004 to May 2006

Inventory. Quality Assurance (Foodstuffs). Dish Preparation. Contract Laborer

Self employed - Jefferson, TX

September 2002 to February 2004

Landscaping. Carpentry.Plumbing (residential). Electrical (residential) Machine Operator

Wheeling Machine Products - Hughes Springs, TX

January 2001 to September 2002

Coupling Cutoff Machine Operator. Forklift driver. Shipping. Quality Assurance. Machinist. Orderfill

Orderfiller-Wal Mart Distribution Center - Temple, TX November 1999 to December 2001

Forklift Driver, Quality Assurance, Shipping/Receiving. Soldier

United States Army Soldier - USAR, Tx

June 1996 to September 1999

Combat medic 91B (Emergency Medicine), Dietitian 92G (Hospital Food Specialist), cook 91M (Food Specialist). Associates in Science

Northeast Texas Community College - Mount Pleasant, TX 2010 to 2013

Certificate of Completion in Electrical Occupations Northeast Texas Community College - Mount Pleasant, TX 2008 to 2010

USAR Quartermaster Corps in Supply

USAR-AIT - Fort Lee, VA

September 1998 to December 1998

USAR-AMEDD Emergency Medicine and Dietary Science Certification in Emergency Medicine, Medicine, Toxicology, Medicine, Food

School of Human Sciences BAMC - San Antonio, TX

August 1997 to September 1998

Diploma in Basic Studies

Jefferson High School - Jefferson, TX

1993 to 1997

• Excel (4 years)

• Spreadsheets (4 years)

• Electronic Presentations (5 years)

• Public Speaking (5 years)

• Microsoft Office (4 years)

• Emergency Medicine (3 years)

• Forklift Operator (3 years)

• Troubleshooting (10+ years)

• Hand tools (10+ years)

• Zimbra (1 year)

• zoom (Less than 1 year)

• Live Chat

• Remodeling

• Landscape Maintenance

• Carpentry

• Tile Laying

• Handyman

• Quality Assurance

• Technical Support

• Plumbing

• Trim Carpentry



• Mechanical Knowledge

• Door Hanging

• Manufacturing

• Custodial Experience

• Drywall

• Electrical Experience

• Roofing

• Fabrication

• CRM Software (3 years)

• Computer Networking

• Blueprint Reading

• Lawn Care

• Help Desk

• Supervising Experience

Branch: USAR

Service Country: United States

Rank: E4 corporal

June 1996 to September 1999

Combat Medic (91B), Cook (91M), Hospital Food Specialist (92G) Commendations:

Honorable Discharge

Drivers License

Data Entry — Proficient

August 2019

Entering data quickly and accurately.

Full results: Proficient

Problem Solving — Familiar

February 2020

Measures a candidate's ability to analyze relevant information when solving problems Full results: Familiar




Customer Focus & Orientation — Proficient

November 2020

Responding to customer situations with sensitivity. Full results: Proficient

Active Listening — Proficient

November 2020

Actively listening and appropriately responding in conversations. Full results: Proficient

Management & Leadership Skills: Planning & Execution — Familiar February 2020

Planning and managing resources to accomplish organizational goals. Full results: Familiar

Work Style: Conscientiousness — Familiar

August 2019

Measures a candidate's tendency to be rule-abiding, well-organized, hard-working, confident, and think before acting. Full results: Familiar

Attention to Detail — Familiar

November 2020

Identifying differences in materials, following instructions, and detecting details among distracting information. Full results: Familiar

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.


* Highly motivated

* Able to communicate both properly and politely

* Good technical skills

* Problem Solving

* Adaptability

* Commitment to teamwork

* Dependability


Contact this candidate