director or Management position in Training Learning and Development -
director or Management position in Training Learning and Development -
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director or Management position in Training/Learning and Development Resume


Desired Industry: Management SpiderID: 73419
Desired Job Location: Riverview, Florida Date Posted: 9/10/2014
Type of Position: Full-Time Permanent Availability Date: 10/20/14 negotiable
Desired Wage: $65,000
U.S. Work Authorization: Yes
Job Level: Management (Manager, Director) Willing to Travel: Yes, More Than 75%
Highest Degree Attained: Bachelors Willing to Relocate: Yes


Objective:
- Accomplished Training Manager with a proven track record of consistently exceeding performance goals.
- Solid background leading, training and motivating a team of training associates to maximize their potential and excel.
- 16 years of call center experience, eight years of leadership experience and 12 years of training experience.
- Excellent telephone communication skills to resolve escalated calls and retain existing clientele.
- Demonstrated ability to sell prospective inbound callers on company products and services.
- Trained, coached and mentored call center associates on how to sell products and retain current customers.
- Proficient with Windows; Microsoft Office Suite; ICOMS; ACSR; Lean Screen; Merlin; 3270 Emulator (TPX menu selections and subsidiary categories); ACE; Info Pac; CMS; TCS; D4000; Witness (ACT) Solution Center; CCAPS Total View (IEX); Avaya CMS; and Picture talk.


Experience:
Bright House Networks LLC – Tampa, FL 2007-Present
Learning and Development Manager (June 2013-Present)
- Lead and developed 10 learning and development specialists, for the 10th largest multi-channel video service provider and the 6th largest cable Internet provider in the United States.
Accomplishments:
- Earned the “Employee of the Quarter Award” for exceeding performance goals in the second quarter of 2014.
- Interviewed and hired three of the learning and development specialists, of which all three remain with the company.
- Spearheaded roll out of initiatives at Bakersfield, CA and Birmingham, AL call centers in 2013, increasing sales 40 percent.

Bright House Networks LLC – Tampa, FL 2007-Present
Learning and Development Manager (June 2013-Present)
Accomplishments:
- Boosted Customer Satisfaction scores in Florida market in 2013 after creating and implementing a Guiding Customer Conversation Program.
- Led new billing system conversion in the Indianapolis, IN, Detroit, MI and Florida markets in 2014.

Learning and Development Supervisor (2011-June 2013)
- Educated newly-hired trainers on best practices of customer acquisition and retention, including creating training curriculum used during training sessions.
Accomplishments:
- Developed, coached and trained eight trainers, of which all eight remain employed with the company.
- Chosen by senior leadership to work with an outside vendor to roll out a new C.A.R.E. Quality Program to 4,000 call center associates across five locations in the Florida market to measure the effectiveness of their performance.

Senior Learning Specialist (2007-2011)
- Coached, mentored and motivated a team of five call center trainers to maximize their potential and excel.

Bank of America – Tampa, FL 1997-2006
Training Supervisor/Call Center (2001-2006)
- Managed 225 call center associates and a team of five trainers, as well as an additional 150 agents at a separate location.
Accomplishments:
- Chosen by senior management to travel to three new call centers and train personnel and outsourced vendors.
- Created a six-month “Training Apprentice Program” where call center associates could learn what it takes to be a successful trainer; one associate was eventually hired as a Trainer out of this program.

Call Center Lead Coach/Floor Supervisor (2000-2001)
- Focused on training dozens of newly-hired call center associates and monitored their performance on the telephone.
- Resolved escalated calls by identifying and resolving problems in order to implement favorable solutions to retain existing clientele.

Call Center Supervisor (1999-2000)
- Led and trained a team of five call center associates to provide exceptional service to customers and exceed job goals.

Call Center Personal Banker (1997-1999)


Education:
Bachelor, Business Management, American Intercontinental University; expected Aug. 2015 (current GPA: 3.0)


Skills:
• Inbound Call Center Management • Staff Management/Training • Curriculum Development
• Client Acquisition and Retention • Interviewing/Hiring Personnel
• Vendor Relations


Additional Information:
- Achieve Global Certified.
- Member, Women’s Leadership Circle and Women in Cable Telecommunications


Candidate Contact Information:
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