Corporate Training - Management Resume Search
Corporate Training - Management Resume Search
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Corporate Training Resume


Desired Industry: Management SpiderID: 49787
Desired Job Location: Mansfield, Louisiana Date Posted: 4/7/2011
Type of Position: Full-Time Permanent Availability Date: Immediatley
Desired Wage: 75000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel:
Highest Degree Attained: Masters Willing to Relocate: No


Objective:
Highly motivated and astute
professional, with more than 12 years of
experience in human resources functions,
personnel management, and customer
service. Adept at providing personnel
assistance in identifying, evaluating,
and resolving human relations within the
organization to facilitate communication
and improve employees’ work performance.
Hands-on manager with outstanding
leadership, problem resolution, and
relationship-building skills; enjoys
challenges and demands to multitask in
competitively changing and fast-paced
environment.


Experience:
CAREER SUMMARY

AT&T | SHREVEPORT, LA
OPERATIONS MANAGER / CUSTOMER SERVICE
MANAGER, 2008–PRESENT
- Handle a broad array of
intermediate duties in rendering
leadership and strategic supervision to
a team of highly motivated and peak-
performing customer associates
responsible for providing DSL Tier I
technical support.
- Evaluate employee performance to
determine areas needing improvement and
promote professional development /
advancement; work closely with the
management in establishing and
implementing Best in Class (BIC)
workshops to improve FCR scores in
conformance to procedural standards.
- Identify all escalated issues /
problems to facilitate resolutions, and
provide quality customer service.
- Render human resources functions
in the areas of recruitment, CSA
interviews, hiring, training, employee
performance evaluation, and all employee
CWA issues and grievances.
- Design and implement strategic
coaching plans with direct reports,
instrumental in meeting / exceeding
company targets and goals.

BELLSOUTH TELECOMMUNICATIONS |
SHREVEPORT, LA
SALES COACH / TEAM MANAGER, 2006–2008
INITIAL TRAINING MANAGER, 2005–2006
BRANCH SALES COACH, 2004–2005
TEAM LEADER, 2003–2004
SALES AND SERVICE ASSOCIATE / ERROR
CORRECTION SPECIALIST, 2001–2003
- Trained subordinates in
conjunction to product-related concerns
arising from customers inquiries /
concerns.
- Created, developed, and
implemented incentive-based performance
plans, including management of short-
and long-term incentives that motivated
company-wide employee efforts and
performance toward achievement of
corporate goals and objectives.
- Orchestrated all aspects of
personnel management, including
providing oversight to employee
attendance and performance, maintaining
all employee records, applying actions
on disciplinary problems, terminating
employee contracts, and administering
performance evaluations.
- Executed full spectrum of human
resources functions in managing a team
of call center employees, comprised of
more than two sales associates,
solutions specialists, and service
representatives located in a Small
Business Call Center.
- Demonstrated leadership
distinctions in providing training and
motivation to subordinates in the areas
of handling strategic marketing through
telephone, and developing service and
negotiation skills that enabled the
attainment of sales and service goals.
- Ensured that all processes
adhered to FCC and PSC regulations as
well as company policies and procedures.
- Implemented and led trainings on
all Appraisal Measurement Plans (APM)
and Incentive Compensation Plans for
sales associates.
- Handled extreme pressures and
complex business situations with
composure, complemented with leveraged
analytical mind in capturing important
issues and providing appropriate action
plans that secured positive outcome.



EARLIER CAREER

ACCOUNTING CLERK, SOUTHERN UNIVERSITY
COMPTROLLER’S OFFICE | BATON ROUGE, LA |
1999–2001


Education:
EDUCATION

UNIVERSITY OF PHOENIX | BOSSIER CITY, LA
| 2011
MASTER OF BUSINESS ADMINISTRATION

SOUTHERN UNIVERSITY | BATON ROUGE, LA |
2000
BACHELOR OF SCIENCE IN BIOLOGY


Affiliations:
PROFESSIONAL AFFILIATIONS AND ACTIVITIES

- United Way Coordinator, Local
Chairperson / Fundraiser
- Telecom Pioneers of America,
Member-at-Large
- Sunshine Baptist Church,
Financial Secretary
- Upward Bound Ministries
(nonprofit organization), Board of
Directors
- Delta Sigma Theta Sorority
Incorporated, Member


Skills:
CORE COMPETENCIES

LEADERSHIP AND MANAGEMENT
- Exemplifying strong leadership
skills in executing aspects of HR
initiatives and personnel management.
- Utilizing strong multitasking
abilities involving planning, goal
setting, personnel recruitment and
staffing, and customer service skills
that contribute to revenue profit as
well as business growth.
- Setting and establishing
performance goals for employees to
attain company goals.

EMPLOYEE TRAINING AND MOTIVATION
- Motivating personnel to perform
at high efficiency levels; applying
exceptional talent in recruiting,
hiring, and developing support staff.
- Demonstrating commitment in
sharing knowledge toward a common goal
of attaining corporate objectives.

CUSTOMER SERVICE AND RELATIONS
- Developing and managing customer
relations, promoting goodwill, and
generating repeat/referral business that
significantly boost sales profitability.
- Cultivating customer relations
while resolving any service issues that
arose and ensuring customer satisfaction
in a timely manner.

STANDARD COMPLIANCE
- Ensuring compliance with company
policies and procedures in the areas of
administration/management and human
resources.

TECHNICAL ACUMEN
- Demonstrating proficiency in
utilizing several computer applications,
including Microsoft Office Suite (Word,
Excel, and PowerPoint), OLS (On Line
System), BOCRIS, Siebel, as well as ROS
and TAFI.


Additional Information:
PROFESSIONAL TRAINING

ANNUAL EXTRAORDINARY LEADERSHIP AND
MANAGEMENT TRAINING, BELLSOUTH / AT&T



AWARD

COACHING EXCELLENCE AWARD, 2007


Reference:
Available upon request.


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