Call Center Project Management
Resume:
Rickey Colbert
Learning and Development Manager
Dallas, TX ********@*****.***
Work Experience
National Operations Learning Development Director (Contractor)
Cox Communications Inc. Call Center - San Diego, CA
2022 to 2024
•Department building
•Project Management
•Instructional Design
•Software Design
•Network Design
•Team Curation and building
•Create and deliver new manager training.
•Created leadership development roadmap.
•Created, designed and facilitated new hire training programs across all areas of business including Operations, Facilities, Fleet, and Product Development, Marketing, Sales, Advertising, Retention, Customer Service.
•Designed and facilitated functional/technical learning solutions.
•Collaborated closely with stakeholders to curate, design, develop training.
•Lead the career mentorship programs.
•Created cross training programs.
•Created Development plans.
•Created Career plans for mentees.
•Cold called retention customers to save accounts and up sale.
•Manage and coach line of business processes, priorities, workflows and updates for their team.
National Operations Learning Development Director
Cox Communications Inc. Call Center - San Diego, CA
2011 to 2022
•Department building
•Project Management
•Created, designed and facilitated new hire training programs across all areas of business including Operations, Facilities, Fleet, and Product Development, Marketing, Sales, Advertising, Retention, Customer Service.
•Create and deliver new manager training.
•Created leadership development roadmap.
•Designed and facilitated functional/technical learning solutions.
•Collaborated closely with stakeholders to curate, design, develop training.
•Lead the career mentorship programs.
•Created cross training programs.
•Created Development plans.
•Created Career plans for mentees.
•Cold called retention customers to save accounts and up sale.
•. Manage and coach line of business processes, priorities, workflows and updates for their team.
•Handled inbound customer calls to provide account clarity and process payments
•Assisted with account setup and troubleshooting product line
•Technical/Customer support for Retail Stores' installation, replacement, repairs, trouble shooting and upgrade needs, issue resolution, documentation.
•Managed direct reports, systems, and projects to achieve unit goals in accordance with Company policies and practices.
•Prepared and analyzed unit plans and reports.
•Provided leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
•Created an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance, and maintaining open communication.
•Desktops and laptops creating and modifying user accounts, imaging, configuring, and deploying systems, as well as peripheral support (printer, network/internet connectivity issues, etc.). Trouble shooting Cable, Internet and Phone.
Education
M.F.A. in Theater Performance-Acting
Southern Methodist University - Dallas, TX
B.S. in Mass Communications
University of Southern California - Los Angeles, CA
Certifications
Certified Learning and Development Professional- CLPD
Certified Business Analysis Professional-CBAP
Associate Professional in Talent Development- APTD
Certified Professional in Talent Development- CPTD
Project Management Professional-PMP
Certified Professional in Training Management- CPTM
Microsoft Certified Solutions Expert-MCSE
Avaya Certified
Cisco Certified Technician- CTT
Cisco Certified Networking Professional- CCNP
Cisco Certified Internetwork Expert- CCIE
CompTIA A+ Certified
CompTIA Data+ Certified
Apple Certified Support Pro-ACSP
Scrum Master Certified-SMC
CompTIA Server+ Certified
Autodesk AutoCAD Certified Professional-ACP
Skills
•Acrobat (10+ years)
•CRM (5 years)
•CUSTOMER RELATIONSHIP MANAGEMENT (9 years)
•MS Office (10+ years)
•Photoshop (10+ years)
•Theatre (10+ years)
•Trade Show
•Publishing
•WordPress
•PowerPoint
•Adobe
•Microsoft Excel
•Leadership
•Live chat
•Management
•Sales
•Negotiation
•Customer service
•Data entry
•Computer literacy
•Time management
•Quality assurance
•Technical support
•Microsoft Word
•Microsoft PowerPoint
•Supervising experience
•Process improvement
•Typing
•Microsoft Office
•Constant Contact
•Social media management
•Email marketing
•Digital marketing
•Marketing
•IVR
•Forecasting
•Microsoft Access
•Tableau
•Hub Spot
•Windows
•Computer Networking
•Active Directory
•Linux
•Project Management
•Bilingual
•Hospitality
•Restaurant experience
•English
•Mac OS
•Succession planning
•Teaching
•Program management
•Instructional design
•Analysis skills
•Microsoft SharePoint
•Microsoft SQL Server
•Analytics
•SQL
•Jira
•Scrum
•Operating Systems
•Agile
•Business Requirements
•User Interface (UI)
Additional Information
TECHNICAL CAPABILITIES
•IBM-compatible systems Windows Professional XP/Vista MS Office Photoshop
•Acrobat Siebel CRM Constant Contact Extron Salesforce AS400 OS
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