Customer Service Resume Sample
TYRONE R. POWERS
Successful Manager | Results-driven Training Director | Telemarketing Expert
SUMMARY OF QUALIFICATIONS
Over 5 years’ customer service and management experience in call center operations.
Proficient educator and coach with ability to communicate clearly to any audience.
Superlative curriculum/program development and implementation skills.
Excellent multi-tasking abilities; quick and effective problem solver.
Highly adaptable; thrive on challenges and excel in new environments.
Able to produce positive results independently; extremely self-motivated.
Loyal and dependable, believing internal principles dictate performance.
BEST CORPORATION 1998 – Present
Training Director, Montego Bay, Jamaica, March 2003 – Present
Oversee all employee training and development for twin facility inbound/outbound call center
employing over 850 Telesales Representatives providing customer service and telemarketing
services. Supervise 2 Senior Trainers, 12 Trainers, and 7-member Quality Analysis department,
consistently ensuring program criteria and in-house standards are upheld. Coordinate with client
companies including AT&T, Citibank, Target, and Chase to develop and implement training
programs according to specific sales and service goals. Monitor staffing requirements, assigning
employees according to program goals while closely monitoring labor costs.
• Designed and implemented new evaluation system measuring training retention of new
employees using spreadsheets to track performance during 3-5 day Nesting period.
• Created Trainer Certification program, greatly improving efficiency and morale through
example-based leadership, clear expectations, and individual accountability.
• Improved Contacts per Hour (CPH) and Sales Per Hour (SPH) performance of Telesales
Representatives while increasing nesting period graduation rate by 30% in only 2 months.
Training Manager, Lubbock, TX, February 2002 – March 2003
• Responsible for coaching and coordinating training teams for 10 call centers nationwide
including site in Lubbock with over 430 Marketing Representatives.
• Instilled loyalty and dedication to excellence with staff, decreasing Trainer turnover rate
from 60% upon taking position to 0% prior to promotion to Training Director.
• Received consistently positive feedback from clients and increased measurable class
retention rate by 30% over tenure.
Production Manager, February 2001 – February 2002
• Managed 4 Operations Team Leaders and oversaw own team, leading all staff to surpass
conversion goals and encouraging individual employee development.
(Best Corporation continued)
2116 Main Street
Lubbock, TX 79411
C: (876) 355 -5567
H: (806) 456 -5634
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