customer care facilitator resume example with 17+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor

Well organized and detailed oriented with a blended adaptable learning approach with personal touchpoints when developing participants. Since 2018, Quarterbacked the local Professional Development Program (PDP). This program works to help expand the capacity of participants to perform in leadership roles within organizations. Experienced with coaching all phases of leadership: emerging, developing and strategic through behavioral focused techniques. Highly motivated with a team mindset encouraging others to reach their full potential through motivation and support.

My life and work experiences has taught me that the "most important asset of a business is the people". Proven history of exceeding expectations in job effectiveness and organizational citizenship behavior. Proficient in PowerPoint, Excel, and Microsoft Office applications used to provide result-focused data to improve the business.

Education and Training
Howard University Washington, DC Expected in BBA : Business Administration - GPA :
Securitas Security Services Usa, Inc. - Customer Care Facilitator
Greenville, SC, 01/2017 - Current
  • Deliver technical and hard/soft skill training sessions to leadership and customer service representatives through blended adaptive learning and personalized approach which includes cohort discussions, hands-on activities (tools) combined with simulators and technology-based methods to achieve best results.
  • Eliminate learning gaps to effectively instruct participants utilizing a wide variety of innovative teaching aids that promote motivation and engagement. Implement strategies that focus on lifelong learning; not just what is needed to perform well in a current or desired role.
  • Partner with subject matter experts and design training programmers by providing structural and content feedback to enhance the learning experience of the participant.
  • Analyze performance data to measure learning effectiveness and identify trends to improve overall departmental training. Partnering with Managers/Supervisor leading special projects to improve core performance metrics.
  • Mentor Professional Development Program (PDP) participants by identifying core Compass Behaviors, creating SMART goals and self-discovering through Coaching Excellence methods.
  • Increase employee morale through partnerships with Corporate introduced program: "Keys to Success"- New Hire employees, the Engagement Committee, and internal recognition program: SPARK.
Als Limited - Concierge
Willmar, MN, 04/2010 - 02/2014
  • Worked closely with the residence and their guests (some celebrities and VIP)s and always showed extreme professionalism and respect for personal privacy. Memorized building residents to welcome and noted unfamiliar individuals.
  • Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents. Communicated with team members and building management via radio, telephones, computers and proprietary Buildium software.
  • Provided excellent service and attention to all when face-to-face or through phone conversations.. Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
  • Active artist in the 32BJ Art Committee. Featured in The Manhattan Time (2014) & The Amsterdam News (2015)
D.F. King (King Teleservices LLC) - Corporate Finance Trainer
City, STATE, 04/2007 - 11/2009
  • Conducted leadership support and customer service representative trainings in a classroom lecture setting.
  • Supported Fortune 500 companies with meeting quorum for annual and special shareholder meetings. Customer service representatives were trained on business modules, company's proposals and the Board of Directors' recommendation.
  • Proxy solicitation for Corporate mergers and acquisitions; Series 7 certified. to explain share distribution and dividend expectation.
  • Partnered with the HR department and Production managers to facilitate a variety of interventions including team building, leadership development, and employee retention.
D. F. King (King Teleservices - Quality Assurance Manager
City, STATE, 05/2002 - 11/2007
  • Developed quality assurance representative staff in the areas of effective communication skills, active listening skills, and coaching techniques using interactive training modules.
  • Reviewed standard operating procedures and overall quality assurance as it relates to the customer experience to refine production processes or update for conformity to new regulations or policies.
  • Created coaching evaluation forms and designed corporate scripting to get the desired outcome. Enhanced the coaching program to include identifying coaching opportunities, gathering performance results and how to provide it, to leverage employee productivity.
  • Evaluated post instructional effectiveness by way of remote monitoring, departmental consultation, and client feedback.

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Resume Overview

School Attended

  • Howard University

Job Titles Held:

  • Customer Care Facilitator
  • Concierge
  • Corporate Finance Trainer
  • Quality Assurance Manager


  • BBA

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