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training, management, Resume
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| Desired Industry: Education/Teaching/Training |
SpiderID: 17355 |
| Desired Job Location: Columbus, Ohio |
Date Posted: 11/27/2007 |
| Type of Position: Full-Time Permanent |
Availability Date: 01/05/08 |
| Desired Wage: 42k yr |
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U.S. Work Authorization: Yes |
| Job Level: Management (Manager, Director) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Bachelors |
Willing to Relocate: No |
Objective:
Accomplished sales, trainer, and education professional with experience in devising innovative marketing, product promotions, and industry research plans to maximize business development initiatives. Possesses excellent communication skills, as demonstrated by successfully establishing strong rapport with potential and current clients to enhance long-term revenue potential. As a former educator, consistently strives to develop product and service plans according to each client’s individual situations and abilities, which will be a strong asset for a recruiting position and staff trainer.
Experience:
CANAL WINCHESTER LOCAL SCHOOL DISTRICT , Canal Winchester, Ohio
EASTLAND CAREER & TECHNICAL SCHOOL, Groveport, Ohio 2006- Present
Codinator of Special Activities & Events Trips, Transportation Department
• Supervise up to 27 employee’s on a rotation basis of trips for three shifts which include day, night, and weekend shifts.
• Oversees the coordination of trips for ten satellite locations to use the transportation services of Canal Winchester Local Schools Transportation Department.
• Generate quotes, invoces, monthly reports on services and productivity.
• Develop, maintain, and cultivate relationships between clients for the services they need.
• Train staff on the importants of following the set protocol agreed on under contract by the client and the service provider.
• Respond to necessary emergencies with the replacement of equipment or new staff with who is on call with a moments notice.
AMERIQUEST MORTGAGE COMPANY, Dublin, Ohio April 2005- Oct 2005
Mortgage Specialist
• Oversees all business development initiatives by devising and implementing innovative marketing and presentations for Ameriquest Mortgage solutions according to the financial and credit situations of individual clients.
• Cultivates strong relationships with customers to establish rapport and build and maintain a pipeline of long-term business through referred and repeat clientele.
• Performs cold calling techniques as well as other telemarketing initiatives to achieve optimal business development and secure additional client accounts.
• Administers financial documentation required for refinance or lending applications to validate funding of each mortgage transaction.
• Provides superior customer service by following up after the funding is approved to ensure clients are completely satisfied with their experience and offer additional services as needed.
KOHL’S DEPARTMENT STORES, Pickerington, Ohio 2004-2005
Supervisor, Men’s, Junior’s, and Misses Clothing Departments
• Created innovative promotional campaigns, such as a customer appreciation event, to increase sales and assist the General Manager with overall business development endeavors.
• Directed daily operations to create a prime shopping environment for customers while resolving any issues quickly and efficiently.
• Supervised more than 30 employees simultaneously to maintain optimal work flow on the sales floor as well as productivity levels according to corporate floor plans.
• Generated and reviewed financial reports to effectively track daily sales and unit counts as well as maintain optimal inventory control processes by ordering merchandise based on sell through numbers.
HUNTINGTON NATIONAL BANK, Columbus, Ohio 2002-2004
Vault Supervisor/ATM Supervisor/Customer Service Representative II
• Processes transactions for personal and business accounts to process deposits, payments, transfers, and withdrawals.
• Provided information to customers on additional bank products and services according to their individual needs, resulting in successfully cross-selling many customers into multiple accounts.
• Managed daily activities of banking transactions to ensure optimal cash flow and accuracy of all transactions and reports.
• Tracked and maintained branch currency orders as well as ATM monies, providing the most updated financial status to management.
EAST WAKE MIDDLE SCHOOL, Raleigh, North Carolina 2001-2002
Middle School Educator, 7th Grade Mathematics and Science
• Instructed students by creating original lesson plans to encourage cognitive learning through homework and classroom assignments in subjects ranging from Biology and Physical Science to Algebra.
• Oversaw student progress by assigning progressive class activities and grading daily homework.
• Composed innovative curriculum objectives, class exercises, and conducted observations of student development to maintain an open learning environment.
• Conducted parent conferences to inform families of each student’s academic progress.
CANAL WINCHESTER LOCAL SCHOOL DISTRICT , Canal Winchester, Ohio 1998 -2001
SubstituteTeacher Grades K-12
• When on a long term assignment instructed students by creating original lesson plans to encourage cognitive learning through homework and classroom assignments in subjects ranging from all disaplines in grade school.
• On short term assignments followed set guidelines provided from the inclass instructor maintaining set objectives and guidelines.
• Oversaw student progress by assigning progressive class activities and grading daily homework.
• Composed innovative curriculum objectives, class exercises, and conducted observations of student development to maintain an open learning environment.
Education:
MARSHALL UNIVERSITY, Huntington, West Virginia
Bachelor of Arts, 1997
ASHLAND UNIVERSITY, Ashland, Ohio
Bachelor Plus Degree Education, 2000
Skills:
I have an exemplary track record based on my reputation of meeting or surpassing established goals, largely based on tailoring customer service support and resolving emergencies by “thinking outside the box.” I am adept at multi-tasking and problem solving in high-pressure environments, and offer highly developed strategic planning, logistics coordination, organizational management, and process implementation skills. I have learned that responding to individual client needs requires collaborative problem-solving skills.
While serving as a Mortgage Specialist with Ameriquest Mortgage Company, I was responsible for assisting a clientele that other companies were not able to help. I met that challenge with great professional results by not only recording my clients’ financial information but also by actively and critically listening to what they told me, including their goals and the stresses in their lives that threatened their acquisition of these goals. Then I got to work examining their credit history, the back records leading to current financial difficulties, and any other background information. In short, I sought ways to clean up my client’s credit health so that we could offer them more money. The end result for me was that my customer satisfaction scores were among the top listings throughout my branch office, and I was recruited to train new employees in my customer service techniques
During my tenure with Huntington National Bank, I served in positions requiring a thorough understanding of various operations and their underlying policies and procedures and was responsible for streamlining operations so that the branch ran smoothly and transactions were processed accurately and in a timely manner. I was also responsible for branch and vault cash auditing and ATM services, and for serving as the key contact with customers applying for loans and credit cards. To meet this challenge, I embarked on implementing company-wide customer service improvements and enhancements. This sort of balancing can be a challenge, but one that I readily meet.
In this case, I conducted random role-playing sessions and interviews with my fellow Customer Service Representatives, training them in corporate procedures and processes and, in effect, leading by example. I am adept at guiding, mentoring, and training individuals from diverse backgrounds, cultures, educational levels, and positions—and used those abilities to instill a team-based approach and dedication to providing the highest quality customer service possible. I then personally followed up with our customers
One of my strengths is my ability to build and maintain relationships through open and clear lines of communication. I have always kept others informed of my decisions and apprised of any information they may need for their own decision-making process. Conversely, I have the ability to motivate and lead subordinates and others depending on me for guidance and assistance. I am adept at remaining calm and focused in emergency situations. I have learned that the fundamental key to successful communications is effectively focusing on those with whom you are exchanging information, and not allowing external noise to distract you from listening to what they have to say.
One example that is especially illustrative was that of a customer who had received a sizeable tax refund, but was confused as to the exact amount. She received $1400 from IRS and came to me to have this check cashed. I used her account as the source of funds from which to withdraw the monies. I placed $400 in one envelope and $1000 in a second envelope. After she left, the customer called our office to report that she was short $400. Unfortunately, her call came during a peak in traffic, and unwilling to wait for my return phone call, she and her son angrily came back to the bank, demanding her money. I remained calm and focused on the issue at hand, rather than responding to their volatility. I explained that I had put the monies in two envelopes because an amount of that size would not fit in one envelope. Very sheepishly, she apologized for her outburst and for disrupting the lobby. I received an office award for my calm and collected response and for continuing to provide exemplary customer service.
Throughout my career, I have been commended for my ability to assess a situation, devise strategies for reaching resolution, and implement a viable solution. That requires the ability to meet several challenges head-on simultaneously. I do this by forging collaborative relationships with not only my peers but with other teams. Furthermore, I have gained first-hand knowledge of diversity in the workplace, and an appreciation for various management and supervisory techniques and styles. In other words, I know when to use a softer approach to motivate and when to adopt a firmer hand.
During my tenure with Kohl’s Department Stores I was a supervisor of a wide verity of ages on my staff. The ages varied from mothers or fathers who were returning into the work force for extra money to pay bills, to teenage workers who were trying to earn money to pay their cell phone bills. Delegating the duties amongst the staff from day to day and maintaining the progress of the duties given, I would determine if I needed to motivate whoever needed to be motivated in order to push forward with the task at hand. My success was evident, with my promotion from the Shoe Department Supervisor during pre-store opening to the promotion of Men’s Junior’s, and Misses Department Head two days before the grand opening. I was able to delegate and motivate the team I was given and double our work load to accomplish the goals pushing the Shoe Department ahead of schedule for that weeks’ worth of work.
At the Huntington National Bank, customer service is top priority. There is a saying in customer service which goes like this, “You very rarely get credit or recognition for the hard work you do for the customer because it is what the customer expects. But if something goes very wrong the customer will never forget.” It takes only one bad experience for customers to tell at least five of their friends or family members about the horrible experience they have had with that company—thus causing the company’s reputation to be tarnished and eroding the trust customers have in that company. We devised a series of exercises for the CSR Tellers to make sure that the customer received the very best experience when visiting the bank. These exercises tested the responses the CSR would give to the customer through a series of role-playing scenarios. We followed these with daily educational tips to allow the CSRs to maintain their focus and commitment on the goal at hand.
Additional Information:
Skill Name Years of Exp. Expertise Level Year Last Used
Education 6 yr Expert 2001
Customer service 10 yrs Expert 2005
Sales 5 Moderate 2005
Reference:
John Gifford
Director of Opererations
Canal Winchester OH
614-837-4533
Bev Hockman
Transportation Coordinator
Canal Winchester, Oh
614-833-2164
Candidate Contact Information:
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