Seeking a position where I can utilize my training, customer service, and supervision experience to effectively support the Safety & Training Department's efforts to develop and deliver training. Outgoing and dynamically positive [Job Title] with 18 years of experience. Skilled in delivering key points of information to a diverse group of people.
Basic clerical knowledge
6 years as a instructor
Proficient in creating and maintaining schedules
Instructional technologies knowledge
Intuitive people management skills
Attention to detail
Committed to maintaining data integrity
Strong problem solving aptitude
Retail Store Owner/Operator, 12/2013
to Current Savannah Sol, LLC – Savannah,
Del Sol is a unique retail store where all of the merchandise changes color in the sun.
Responsible for all facets of daily operations; customer service, cashier, ordering/maintaining inventory, payroll/scheduling, accounting, etc.
Customer Service, Call Center Supervisor, 07/2008
to 02/2014 Dominion East Ohio Gas – Akron,
Supervisory team member responsible for supporting 125+ union eligible customer service employees and outside departments to ensure prompt processing of customer requests regarding company products, services and activities Responsible for assigning specified work to ensure completion and/or compliance (eGain) Directly responsible for developing 25+ team members to achieve individual, company and customer oriented goals Promoted a quality-oriented environment and encouraged employees to continually strive to improve the level of overall service provided Provided accurate responses to employee/customer questions with a sense of urgency during call processing Performed diversified customer relations/customer service center and administrative duties with a high degree of accuracy (i.e, Microsoft Office, LMS, SAP time card approval and/or reconciliation, semi-annual and yearly employee reviews, interview potential candidates, recommend promotion and/or disciplinary actions, BPA quality calls, etc.) Handled escalated customer complaints to resolve issues Partnered with various company department contacts to ensure business operations align with customer needs Conducted training and/or retraining of employees utilizing established training guidelines, methods and materials.
Demonstrated ability to work independently and in a demanding environment.
Skilled in spontaneous decision-making and the ability to use exceptional tact in dealing with customers and employees Certified Six Sigma Advanced Blue Belt Recognized as 'Volunteer of the Year - 2012' for volunteer commitment to National MS Society, Ohio Buckeye Chapter.
to 07/2008 Dominion East Ohio Gas – Akron,
Analyzed, designed, developed, implemented and evaluated performance based technical training programs Created/Maintained training materials as needed (InfoMap) Conducted new hire and refresher training for the Customer Service Center Conducted "Universal Agent" training to support Dominion's Virginia Power Electric Call Center Conducted cross training and/or refresher training for various outside departments (Field Metering Services, Field Customer Service, Construction & Maintenance, Dispatch, etc.) Traveled to off-site locations to conduct training as needed (North Carolina, Ohio, Pennsylvania, Texas, and Virginia) Utilized (LMS) Learning Management System to assign and maintain employee training records Maintained technical subject matter expertise.
Associate Instructor, 01/2002
to 10/2005 Dominion East Ohio Gas – Akron,
Assisted Instructor with analyzing, designing, developing, implementing performance based technical training programs Conducted new hire and refresher training for the Customer Service Center Conducted "Universal Agent" training to support Dominion's Virginia Power Electric Call Center.
Conducted cross training and/or refresher training for various outside departments (Field Metering Services, Field Customer Service, Construction & Maintenance, Dispatch, etc.) Traveled to off-site locations to conduct training as needed (North Carolina, Ohio, Pennsylvania, Texas, and Virginia) Utilized (LMS) Learning Management System to assign and maintain employee training records Maintained technical subject matter expertise.
Customer Relations Specialist, 10/1995
to 01/2002 Dominion East Ohio Gas – Akron,
Answered incoming telephone calls to handle customer inquiries and service requests (service connections, disconnections, high bill complaints and other credit related issues) Accessed appropriate customer account information by using computer Completed clerical functions as assigned including but not limited to the following
Associate of Business Management: 2008 University of Akron - Akron,
Ohio Distinguished Student Award
accounting, administrative, billing, budget, business operations, Call Center, cashier, clerical, color, conversion, credit, customer relations, Customer Service, decision-making, designing, Instructor, inventory, materials, Microsoft Office, payroll, promotion, quality, research, retail, SAP, scheduling, Six Sigma, sun, Supervisory, technical training, telephone, employee training, training materials, unique
Volunteering for Multiple Sclerosis, animal rescue groups and community "clean-up" events.