Macy's Credit and Customer Service - Learning and Development Training Facilitator Resume Example

Supervised and coached a team of 12 individuals through the start of a brand new Loyalty program. Did supplemental loyalty training's with all center Bloomingdale's associates and provided assistance to other leads, question line and associates regarding the program and new system.. Tracked and coached to team monitored calls, customer surveys and productivity. Conducted team meetings and motivational contests. Reported weekly on center loyalty call tracking, in comparison to our other centers. Handled escalated calls from customers requesting to speak with a supervisor and assisted with regular customer service calls when necessary, due to high call volume.  

Providing outstanding customer service while assisting client's with issues regarding their credit card accounts, primarily with inquiries about their new Macy's or Bloomingdale's American Express accounts. Transitioned to Loyalty Specialty team and assisted customer's with inquiries about their Loyalty Reward accounts, issues with non-receipt of advertising and coupons and questions regarding American Express Spend Driving programs. Trained two groups of new associates hired into this department. Performed various back line functions. 

Executive Office Liaison to administrative team, customer service and credit team, associates and customers. Facilitated the interview, hiring and training process. Data entry using Excel, PeopleSoft and Taleo programs. Prepared sales, hiring and training reports. Scheduled on call associates and various other duties as required. 

Providing outstanding customer service while assisting client's with issues regarding their credit card accounts. 

Interview, hiring, training and coaching staff. Coordinating staff schedules and attendance. Planing quarterly staff training workshops. Planned and implemented staff meetings and team building retreats. Payroll and accounts payable and receivable. Developed positive relationships with administration, clients, county licensing entity and the community, Fostered an ongoing relationship with local Community College Early Childhood Education and Home & Family Life Programs. Secretary of Lower Columbia Early Education Apprenticeship Committee 1998 - 2009, Member of Lower Columbia College Head Start Hiring Committee, Conducted twice yearly mock interviews with ECED students at LCC. Conducted parent training on SIDS and choosing quality child care to Even Start Teen Mother Program and Cowlitz County Extension Program. Attended nine national professional conferences, and various local and state workshops, with sessions on topics such as training, coaching, administration, curriculum development, and communication. Additionally was interim private school director 8/1998-6/2000. Performed various other duties as required. 

Interview, hiring, training and coaching staff. Coordinating staff schedules and attendance. Curriculum development and planning. Build and maintain positive relationships with administration, clients and the community.  

Planning and implementing a quality early education curriculum. Providing parent education. Maintaining a positive relationship between clients and program. Training and supervising assistant staff.