Customer Service Quality Assurance

L. MICHAEL WEST-BELVIN

*** ******** ** *********, ** · 781-***-*****

*********@*****.***

EXPERIENCE

****-**** -******** ****** ** RHODE ISLAND/MASSACHUSSETTS

****-**** – CUSTOMER SERVICE REPERESENTATIVE – CITIZENS BANK (TEMP WORK)

2015 – 2019

COORDINATOR – BUSINESS OPERATIONS, VERIZON WIRLESS

Managing and Servicing Business Accounts in the Boston Metro Area. Educating and training customers on products and business solutions. Assisting with accounts such as Drug Enforcement Agencies, Federal Bureau of Investigations and JetBlue.

2007 – 2015

SENIOR TRAINER, VERIZON WIRELESS

Responsible for Training over 700 Customer Service personnel in the Northeast Region. Managed and delivered eight weeks, in person training for newly hired employees and vendors. Coached supervisors and managers in interpersonal communications and development. Developed curriculum to inspire underperforming employees and tracked progress. Tracking call trends, assisting front line employees with escalated customer issues.

2002-2007 – Quality Assurance Consultant, Verizon Wireless

1992-2002- United States Air Force, Structural and Aircraft Fireman (selected for Space Shuttle Launch team (NASA), Non-Commission Officer In Charge of Special Training

EDUCATION

2013-2016

BUSINESS MANAGEMENT, STRAYER UNIVERSITY

2019-2020

ROB ROY BARBER ACADEMY

SKILLS

·Ability to work in a fast-paced customer focused environment.

·Excellent interpersonal skills

·Superb coaching and listening skills.

Has a Global perspective

·Outstanding ability to motivate others

ACTIVITIES

I enjoy spending time with my two adopted boys, volunteering at the local shelters providing haircuts to the homeless. Volunteers at the Massachusetts adoption resources exchange (mare) counseling prospective foster and adoptive parents.

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