Call Center System Operator
Resume:
Raymond A. Semien
Triangle, VA 22172
OBJECTIVE To provide support for a dynamic and progressive organization where I can utilize my skills.
EMPLOYMENT History
Safe Haven Security May 2021-Present
Security Technician
Salary: $55,000
40–50 hrs wk
Install security systems in accordance with local, state, and government laws
Respond to customer request to repair or replace security system
Troubleshoot issues with security systems and providing the appropriate solution to correct the issue
Educate customers on the features of the security system and security products
Perform quality checks on security systems ensuring installation is done accurately
cxLoyalty August 2018- November 2019
Training Specialist
Salary: $59,800
40-60 hrs wk
Performed the necessary fundamental training concepts, including facilitation, instruction, and classroom management to ensure new hire and current employees received optimal training
Collaborated across the organization to provide statistical information to vice president, site manager, operations managers and clients regarding the progression of the students in the classroom
Coached and motivated employees to achieve optimal performance while providing developmental feedback to associates during new hire and recurrent training
Planned, organized and developed training materials/ curriculum utilizing PowerPoint presentations, facilitator/user manuals, job aids and assessments that meets the specific needs for new hire and current employees
Prepared and submitted training material to various clients for their review and tracked status of approvals and disapproval's
Identified and corrected issues with training materials before submission to clients for their approval.
Trained newdupper management on product knowledge pertaining to their specific business unit
Developed employees, resulting in 6 being promoted to new positions within the company and 10 receiving top performance awards within 2 months after finishing training
Collaborates with internal teams to identify changes in workflow or functions that required new or revised training material
Conducted training classes in the Philippines consisting of 75 new hires, 10 supervisors and 4 managers including the site manager
Trained agents, supervisors and clients at partner locations as needed
Reviewed and edited materials created by the design and curricular team to ensure they met state and federal requirements
Developed and applied analytical approaches, methodology, concepts and techniques to plan and carry out projects to assist the training department in planning, measurement of class training time, or progress evaluation.
Gathered and evaluated data to assist in developing recurring or special reports, preparing executive briefings and similar materials for use by management in carrying out and reporting on training accomplishments.
cxLoyalty November 2010 – August 2018
Supervisor/ Interim Manager
Salary: $59,800
40–60 hrs wk
Prepared weekly and monthly reports for the operations managers and site manager that includes the overall performance of call center agents
Set goals and developed plans independently or jointly with subordinates
Analyzed quality data to detect unsatisfactory trends or weaknesses in the quality of employee performance
Provided feedback to agents on their overall performance which includes the quality of their phone calls, retention, break percentage and attendance
Raised team’s monthly quality average by 8 percentage points
Coached, develops and train agents, supervisors and clients at partner locations as needed
Ensured call center agents adhere to company policies and procedures, investigate customer complaints and deficiency reports and provide identification of causes to appropriate authorities
Ensured agents had the proper materials and knowledge needed to operate successfully on the sales floor
Prepared agents performance reports and forwarded them to upper management.
Identified inadequacies and performed corrective action if needed
Provided leadership and coaching to a team of supervisors and 125+ contact center agents.
Responsible for the development of supervisors and one being promoted to recruiting manager
Planned, managed and controlled the day-to day activities of the operational team to ensure deadlines where met in accordance with internal and external customer expectations.
Responsible for the successful implementation of operational strategies that improved the departments overall performance
Ensured that client’s requirements were met in a cost-effective manner by assessing service levels, operational efficiencies and streamlining processes
Implemented new projects, policies, and procedures for the department to achieve specific operational goals.
SSI (Fort Carson Range Control) September 2008- November 2010
Target System Operator/ Fire Desk Operator/Range Worker
Salary: $48,500
40 hrs wk
Responsible for the maintenance of range targets and of surrounding areas, operation of motor mechanisms, maintenance vehicles used to perform work, and operation of Range Control Station (RTS)
Provided practical training to new employees and military personnel on proper procedures of operating the target mechanisms used in live fire exercises
Operates various motor vehicles up to and including 8000 pound capacity forklift to facilitate work
Operates a computer keyboard console to activate target mechanisms
Performs operational checks and replace all defective parts, cleans, lubricates, and reassembles the equipment at user level
Responsible for ordering supplies for four firing ranges and maintain an area for the supplies
Performs a wide range of supply management duties for five firing ranges and maintains supply levels.
Operates three or more range control radio nets to control ranges and live maneuver exercises
Helped develop revised training manual for standard operating procedures.
Verifies range safety certification requirements are met for personnel signing for and operating ranges and training facilities
Responsible for collecting various soil and brush samples to have to have them analyzed to check the levels of pesticides being used
Shared results with Range control management on findings of pesticide levels
Ensured MSDS were up to date on pesticides used for range control operation
U.S. Army January 1997– January 2001
Platoon Sgt/Movement control NCOIC
Salary: $45,000
40-50 hrs wk
Responsible for preparing documentation for freight perishable and non perishable, chemicals and passenger movement
Coordinated rail movement within the Korean National railroad to ensure passenger and cargo manifest were accurate and complete
Provide in transit visibility of unit equipment and cargo movements,
Coordinate transportation movements, diversions and transfer of unit’s cargo and personnel
Briefed convoy commanders on rules and regulations and potential danger areas
Processed convoy clearances and special hauling permits
Monitored nine commercial contracts valued at $3,000,000.00
Provided technical assistance to the commander and Area II customers
Relayed messages to company and battalion commanders via radio
Supervised twenty-one soldiers and fifteen Korean Nationals
Assisted in performing supply planning, including evaluating source data generated by the deployment plan (e.g., planned orders and planned arrivals).
Participated in the resolution of product quality, transportation, and supply discrepancies.
Responsible and accountable for military equipment valued at $600,000.00.
Created spread sheets to show amount of personnel, equipment, and supplies that were moved on a daily, weekly, monthly, and yearly basis for area commanders
move equipment from one location to another location using materials handling equipment.
Coordinated movements between heavy equipment operators and Traffic Management to ensure household goods were delivered in a timely manner.
Observe and/or assist in collecting and reviewing technical information contributing to the development of non-regulatory strategies and approaches to reduce or prevent pollution and conserve natural resources
Worked with Korean nationals as well as military officials to make routine changes to policy analyses for chemical safety while transporting, storing, and/or pollution prevention regulations, directives, and programs
Prepared documentation to support organization and Agency plans, policies and regulations;
Education
Awards
Feb 20- Aug 20
MY Computer Career
CompTIA Server+ Certification
MTA Security Certification
June 06 – August 07
National American University, Colorado Springs Logistics
May 99
Primary Leadership Development Course, Camp Jackson, South Korea
July 99
Equal Employment Opportunity Training, Seoul, South Korea
March 89 – June 91
Community College of Air Force Logistics
AF Achievement Medal
Army Achievement Medal
AF Good conduct Medal
National Defense Service Medal
AF Training Ribbon
Army Training Ribbon
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