b'2116 Main Street\nLubbock, TX 79411\n\nTYRONE R. POWERS\nTyronepowers@msn.com\n\nC: (876) 355 -5567\nH: (806) 456 -5634\n\nSuccessful Manager | Results-driven Training Director | Telemarketing Expert\n\nSUMMARY OF QUALIFICATIONS\n\xef\x83\x98\n\xef\x83\x98\n\xef\x83\x98\n\xef\x83\x98\n\xef\x83\x98\n\xef\x83\x98\n\xef\x83\x98\n\nOver 5 years\xe2\x80\x99 customer service and management experience in call center operations.\nProficient educator and coach with ability to communicate clearly to any audience.\nSuperlative curriculum/program development and implementation skills.\nExcellent multi-tasking abilities; quick and effective problem solver.\nHighly adaptable; thrive on challenges and excel in new environments.\nAble to produce positive results independently; extremely self-motivated.\nLoyal and dependable, believing internal principles dictate performance.\n\nPROFESSIONAL EXPERIENCE\nBEST CORPORATION\n1998 \xe2\x80\x93 Present\nTraining Director, Montego Bay, Jamaica, March 2003 \xe2\x80\x93 Present\nOversee all employee training and development for twin facility inbound/outbound call center\nemploying over 850 Telesales Representatives providing customer service and telemarketing\nservices. Supervise 2 Senior Trainers, 12 Trainers, and 7-member Quality Analysis department,\nconsistently ensuring program criteria and in-house standards are upheld. Coordinate with client\ncompanies including AT&T, Citibank, Target, and Chase to develop and implement training\nprograms according to specific sales and service goals. Monitor staffing requirements, assigning\nemployees according to program goals while closely monitoring labor costs.\nACCOMPLISHMENTS:\n\xe2\x80\xa2 Designed and implemented new evaluation system measuring training retention of new\nemployees using spreadsheets to track performance during 3-5 day Nesting period.\n\xe2\x80\xa2 Created Trainer Certification program, greatly improving efficiency and morale through\nexample-based leadership, clear expectations, and individual accountability.\n\xe2\x80\xa2 Improved Contacts per Hour (CPH) and Sales Per Hour (SPH) performance of Telesales\nRepresentatives while increasing nesting period graduation rate by 30% in only 2 months.\nTraining Manager, Lubbock, TX, February 2002 \xe2\x80\x93 March 2003\n\xe2\x80\xa2 Responsible for coaching and coordinating training teams for 10 call centers nationwide\nincluding site in Lubbock with over 430 Marketing Representatives.\n\xe2\x80\xa2 Instilled loyalty and dedication to excellence with staff, decreasing Trainer turnover rate\nfrom 60% upon taking position to 0% prior to promotion to Training Director.\n\xe2\x80\xa2 Received consistently positive feedback from clients and increased measurable class\nretention rate by 30% over tenure.\nProduction Manager, February 2001 \xe2\x80\x93 February 2002\n\xe2\x80\xa2 Managed 4 Operations Team Leaders and oversaw own team, leading all staff to surpass\nconversion goals and encouraging individual employee development.\n(Best Corporation continued)\n\n\x0cKami R. Powers\n\nPage 2\n\nOperations Team Leader June 2000 \xe2\x80\x93 February 2001\n\xe2\x80\xa2 Supervised 20-30-member Marketing Representative Teams, mentoring and developing\nstaff to successfully surpass performance goals.\nTrainer, December 1999 \xe2\x80\x93 June 2000\n\xe2\x80\xa2 Trained over 3,000 new and existing Marketing Representatives and was responsible for\nperformance monitoring and evaluation during nesting periods of all new staff.\n\xe2\x80\xa2 Initially hired as Marketing Representative while still in high school, quickly promoted to\nTrainer position after short time with company.\nAwards:\n\xe2\x80\xa2 Achieving Company Excellence (ACE) Award, October 2001\n\xe2\x80\xa2 Going Extra Mile (GEM) Award, April 2000\n\xe2\x80\xa2 Operations Team Leader of the Month, November 1999\n\nEDUCATION/CERTIFICATIONS\nAMERICAN INTERCONTINENTAL UNIVERSITY, Hoffman Estates, IL,\nBachelor\xe2\x80\x99s Degree in Business Administration, online, May 2004\nSOUTH PLAINS COLLEGE, Levelland, TX\nKey coursework in business management\nCertified AT&T Trainer, June 2003\nCertified Nextel Trainer, April 2004\n\nCOMPUTER SKILLS\nMS Office \xe2\x97\xa6 ADE/Blackwolf Platform \xe2\x97\xa6 PeopleSoft \xe2\x97\xa6 Outbound Scheduling System (OSS)\n\nThis Customer Service Resume sample was created by ResumeProse.com'