(555) 432-1000,
Montgomery Street, San Francisco, CA 94105

Maximize my team leading experience in a challenging environment, guiding by example and utilizing vast experience in directing a team towards its objective within the deadlines and thus achieving the corporate goals.

  • Troubleshooting proficiency
  • Exceptional telephone etiquette
  • Windows XP/Vista
  • Microsoft Office expert
  • Microsoft Office expert
  • Strong ActiveX troubleshooting skills
  • MS Office proficiency
  • Conflict resolution techniques
  • Marketing savvy
  • Meticulous attention to detail
  • Focused on customer satisfaction
  • Management of remote employees
  • Skilled multi-tasker

  • Team management
  • Persuasive
  • Talent development
  • Meticulous attention to detail
  • Deadline-oriented
  • Scheduling
  • Training and development
University of Phoenix Southfield, MI Expected in 2007 MBA : Business Administration - GPA :
University of Phoenix Southfield, MI Expected in 2005 Bachelor of Science : Business Administration - GPA : Summa Cum Laude

Summa Cum Laude


Improved customer retention in 2008 by 25% from the previous two years.

B. Braun Medical Inc. - Trainer
Long Beach, CA, 05/2014 - Current
  • Learning and development Train new hires and do re-occurring training for seasoned agents regarding SYNC and My Ford Touch.
  • I provide coaching and feedback to help agent performance.
  • Participate in "Train the Trainer" sessions conducted by SMEs, Trainers, or other ISDs.
  • Ensure all equipment and systems are in place prior to start of class, i.e., headphones, computers, and software functionality.
  • Arrange New Employee Orientation, Quality Assurance, and SME presentations as needed.
  • Facilitate classes based on the objectives and agendas provided.
  • Record all daily classroom metrics and comments on the Training Score Card.
  • Facilitate all classroom tasks, i.e., assessments, evaluations, exercises, forms, etc.
  • Apply principles of adult learning.
  • Manage classroom dynamics and attention.
  • Train Social Media, email and CHAT agents on handling issues with SYNC.
  • Manage difficult classroom situations.
  • Adapt instructional style to the audience.
  • Effectively analyze group dynamics.
  • Deliver training with energy and enthusiasm.
  • Set up and break down the classroom appropriately.
  • Coordinate/Facilitate WebEx conference calls & trainings for Melbourne FL & Dearborn, MI Facilitate & Coordinate Webinars.
Berry Global Group Inc. - Senior Business Analyst Specialist
Remote, OR, 02/2012 - 05/2014
  • I manage service levels, and agent productivity.
  • I provide coaching and feedback to help agent performance.
  • I handle call escalations for Michigan and Melbourne Call Centers.
  • I implemented job aides and assisting with training materials to help the call handling for SYNC and MY Ford Touch Vehicle Units.
Cardinal Services, Inc. - Team Leader
Warsaw, IN, 2008 - 2010
  • Verizon Wireless/Clearwire I maintained service, talk/wrap time, data, and both client and consumer satisfaction levels.
  • Developed sales training tools to enhance advisor's delivery techniques to customers.
  • Implemented recognition incentives, enhancing employee morale and productivity.
  • Did Quality Assurance Calibrations with the QA team to ensure I was monitoring calls, scoring and coaching correctly.
  • Successfully developed tools to create "super star" performers whose ambitions were to advance in leadership roles such as Quality Assurance, SME (Subject Matter Experts), Team Leaders, etc.
  • Through proper coaching/training, was able to train phone advisor's on retaining customers who were threatening to leave Verizon Wireless.
Henry Ford Health Systems - Call Center Coordinator
City, STATE, 2003 - 2008
  • Managed customer service representatives who handled inbound calls for patients DME (durable medical equipment) & Sales.
  • Consistently managed and completed projects to meet time-line, budget, and accuracy guidelines.
  • Handled training, coaching, evaluating, and supervised sales and serviced employees in call center settings Handled call escalations of irate customers and was able to retain them as loyal Henry Ford Patients.
  • Launched new campaigns & offers to attract new and retain existing customers.
  • Developed training materials and programs.
EDS & General Motors - Midnight Call Center Supervisor Product Allegation Specialist
City, STATE, 2001 - 2003
  • Managed a call center of 50 phone advisor's for General Motors Roadside Assistance Center Handled Call Allocation for Michigan, Denver, and Phoenix Call Centers.
  • Handled Quality Assurance of agent calls.
  • Overseen the Supervisors Committee for ways to motivate and excite advisor's to excel in performance and sales of extended warranties I mad determinations in allegations of GM customers alleging a GM product caused injury, bodily harm, accident, or fatality.
  • I worked in repurchase programs for GM customers wanting repurchase of their vehicle.
  • Dealt with warranty and auditing Other Roles Outreach Pastor.
  • Coaching
  • Training Expert
  • Excellent Communicator
  • Microsoft Office Expert
  • EyeQ360 Expert

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School Attended

  • University of Phoenix
  • University of Phoenix

Job Titles Held:

  • Trainer
  • Senior Business Analyst Specialist
  • Team Leader
  • Call Center Coordinator
  • Midnight Call Center Supervisor Product Allegation Specialist


  • MBA
  • Bachelor of Science

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