Christopher B. Fox1117 Tace Drive Apartment 1C

Essex, MD 21221256-926-9529

Cbf0419@hotmail.com

SUMMARY

I am a highly experienced, dynamic trainer with 14 years of professional customer service experience including 4 years of Call Center Management and 10 years Training and Staff Development. A self-confident problem solver, I enjoy working with people while achieving timely completion of challenging work. I look to obtain a Management Career in Customer Service or Training and Development entailing skills in supervision, product development, training, and quality improvement analysis.

EMPLOYMENT

Prometric February 2016 – June 2016Supervisor – Registration & SchedulingNottingham, MD

Manage a team of 12 Call Center Representatives responsible for scheduling assessments for various organizations.

Handle escalations regarding registration fees, eligibility, space available at various testing centers, State Government application requirements.

Monitor and provide feedback on phone conversations and email responses to customer inquiries and scheduling requests.

Attend Leadership meetings on a daily basis to discuss Service Level concerns and potential daily impactors that can drive call volumes (weather concerns, testing site concerns).

Reconcile payroll and attendance on a daily and weekly basis. Address all corrective action immediately.

Verizon Wireless October 2001 – January 2016

Senior Trainer – Enterprise/Government/Business to Business/Sales TrainingHanover Call Center June 2012 to PresentHuntsville Call Center July 2008 to June 2012

Senior Trainer – Training- Huntsville Call Center June 2007 to July 2008Columbia Call Center March 2005-June 2007

Demonstrate necessary fundamental training concepts, practices, and procedures to ensure learning transfer and reinforcement.

Provide advanced facilitation opportunities to enhance individual and team development. Topics include employee development, management development, functional training, etc. to all BGCO/GCO/BFO/Sales and Vendor Teams.

Conduct key administrative duties including adhering to all budget guidelines, submitting all necessary reports, coordinating or organizing monthly training schedules, etc.

Responsible for project management duties and some functional curriculum development. Projects have included Call Sequencing Training and a Customer Service Representative Improvement program entitled “Success”.

Serve as Department Liaison to the CIAC (Community Involvement Activities Committee) supporting efforts regarding Customer Service Appreciation Week, Holiday Lunch and Employee Appreciation Day.

Attended daily Operations calls for the GCO Fulfillment. Attend the weekly GCO Fulfillment Leadership Team meeting acting as a liaison between the

Fulfillment and Training Teams. Selected as the Lead Trainer for the Fulfillment New Hire Core Team

Certifications: Initial Wireless, 800 Inbound, GSC New Hire (Phone and Fulfillment), Government Essentials: Operations, Advanced Voice/Data Troubleshooting, Troubleshooting Foundations, Service Sells, GIFT I, II, III, How To Be The Reason with GAIN, Negotiation By Design, Teaming Up for Seamless Service, Dazzling Your Customers, Stellar Service, IMPACT, Empower the Enterprise Customer

Supervisor – Training – Laurel Call Center May 2004 – March 2005

Managed an area staff of approximately 6-8 Trainers, and a Coordinator focusing on Customer Care Training Delivery at a Center and Area level.

Coordinated with Northeast Area Training Department/Laurel Call Center Human Resources Department to determine hiring plans and create training calendar.

Managed Area/ Call Center training budget. Attended Train the Trainer sessions and provide feedback on curriculum based upon target audience. Managed relationships between Department Staff and Call Center Management acting as a liaison

between the Training Team, Human Resources, and Call Center Leadership. Participated on cross-functional teams on Various National, Area and Call Center

Initiatives. Performed observations to ensure consistency of delivery in Area. Conducted Needs Assessment programs with Call Center Directors to determine additional training

needs and work with the Area Training Teams to improve curriculum consistency andImplementation of initiatives.

Provided Timely Reporting and Measurements to the Training Team and Area Leadership. .

Customer Service Supervisor August 2002 – May 2004

Complete escalated calls, answered help line questions, completed Quality monitors, one-on-one coaching with team of 18 Customer Service Representatives, and attended Quality calibration sessions monthly.

Provided daily coaching and feedback to my specific Team as well as other Customer Service Representatives.

Review Customer Service Representative’s progress on a weekly and monthly basis. Conducted weekly, monthly, mid-year and year-end reviews. Placed Representatives on corrective action when necessary.

Facilitated 2 team meetings per month and communicated all system and procedure changes. Assisted the Training Department with delivering systems/procedure training to the Call Center. Created and implemented two Team Quality Improvement programs. One program resulted in Team

showing repeated monthly results above 85% in success rate. Served as Customer Service Supervisor Liaison to the Training Department. Selected as one of 4 Supervisors by Call Center Leadership and Quality Assurance to become

certified in Quality Improvement Training to be delivered to the entire Call Center. Guided Team Members in various incentive campaigns and received recognition on an Area level

based upon Team Member performance.

Customer Service Representative October 2001 – August 2002

Worked as a liaison between Verizon Wireless and the customer to resolve billing issues, technical problems, feature issues, coordinate price plan changes, and answer general questions. Also volunteered to take escalated calls and help line questions.

Volunteered as an assistant to the Practical Application Center (Transition) assisting newly hired associates with system questions and quality coaching/call handling tips.

Selected to be a Systems Management Expert (SME) assisting the Training Department with the classes for newly hired employees.

Volunteered for the ECARE/KANA (Email) Response Team answering Internet communications sent by external customers.

Volunteered to assist the Offline Administrative team with returned mail for address corrections and further account maintenance.

Member of the Severe Weather Action Team. Systems used: ACSS, VISION, I2K, MTAS, MARS, Microsoft PowerPoint, Microsoft Excel,

Microsoft Word

Heinz Frozen Food Company, Pittsburgh, PA July 1999 – July 2001Consumer Affairs Manager

Supervised an Outsourced Call Center including training and recruitment of 15 agents. Worked with Sales and Marketing Departments to develop and track KPI (Key Performance

Indicators). Created and distributed Consumer Affairs Reports that were based upon written and phone

complaints. These reports helped facilitate actions resulting in a reduction of complaints, product improvement, and improved customer service response.

Utilized multiple software programs to develop and produce customer service quality, call center processing output, multiple media and flat file quality measurement reports.

Created and updated written communications to customer’s concerns. These concerns arrived via 800 lines, Internet, and US Mail.

Systems used: Wilke-Thornton Database Management. COGNOS, Powerplay Cubes, Microsoft PowerPoint, Microsoft Excel, Microsoft Word

SKILLS/SYSTEMS USED

Skilled in Wilke-Thornton CRS, Cognos, Folios and Impromptu Systems, Microsoft Word, Excel, PowerPoint and Word Perfect software. Excellent Project Management, oral/written communication and interpersonal skills.

EDUCATION

Geneva College: Beaver Falls, PennsylvaniaBachelor of Arts – Vocal Performance May 1989Areas of study: Music Business, Business Administration, Broadcasting and Theater.