Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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John Windham

Navarre,FL

Summary

Accomplished Training and Development Specialist with extensive experience at Liveops, focusing on customer service excellence in virtual training settings. Proven track record of enhancing agent performance and operational efficiency through effective project management and leadership skills. Proficient in MS Office and facilitation techniques, driving impactful training programs that foster team success. Committed to leveraging expertise to support organizational growth and employee development.

Overview

23
23
years of professional experience

Work History

Facilitator/Trainer

Liveops
06.2020 - Current
  • Facilitated workshops to enhance agents' customer service skills.
  • Developed training content using various multimedia.
  • Assessed training program completion and success.
  • Facilitated the creation and analysis of various reports.

Store Manager / Area Trainer / Area Manager / Corporate Trainer

Pepper Palace
03.2018 - 05.2020
  • Directed store operations by managing schedules, generating reports, and supervising P&L tasks.
  • Onboarded and integrated new employees into the team.
  • Resolved customer service concerns; maintained adherence to company standards.
  • Oversaw adjustments in staffing during emergencies.

Agent / QA / Team Supervisor / Facilitator / Team Leader

Sykes/Alpine Access
08.2013 - 03.2018
  • Assisted clients with various needs including account management, billing issues, chat support, hardware problems and connectivity.
  • Enhanced skills and career advancement for more than 20 agents through consistent support.
  • Completed QA processes, issued recommendations, and developed managerial documents.
  • Facilitated management of agent metrics during regular sessions.

Holiday Sales Personnel

GameStop
10.2012 - 02.2013
  • Assisted customers with inquiries and sales of games and consoles
  • Promoted upcoming game releases and maintained personal sales quotas

Agent / QA

Results of Galax
10.2010 - 11.2011
  • Handled inbound and outbound calls, providing exceptional customer service
  • Advanced to QA Specialist, delivering feedback to improve agent performance

Assistant Manager

Taco Bell / KFC
09.2008 - 04.2010
  • Led daily operations while ensuring smooth management of customer relations.
  • Coordinated activities involving scheduling, reporting, and financial transactions.

Aviation Ordnance Man

U.S. Navy
08.2001 - 05.2005
  • Performed responsibilities aboard USS John F.
  • Enhanced operational readiness within the weapons department.
  • Directed a team of up to 80 personnel managing several magazines.
  • Honored with several commendations for service excellence.

Education

Psychology -

South University Online
01.2025

High School Diploma -

Navarre High School
Navarre, FL

Skills

  • MS Office
  • Basic internet and email
  • Typing speed: 25 wpm
  • Training and development
  • Customer service
  • Report generation
  • Team leadership
  • Business administration
  • Agenda setting
  • Strategic planning
  • Meeting management
  • Data analysis
  • Operations management
  • Staff management
  • Project management
  • Facilitation techniques

Accomplishments

  • Global War on Terrorism Expeditionary Medal
  • Global War on Terrorism Expeditionary Service Medal (2)
  • Good Conduct Award Medal
  • National Defense Service Medal
  • Sea Service Deployment Ribbon (2)
  • Meritorious Unit Commendation Medal
  • Navy and Marine Corps Achievement Medal

Timeline

Facilitator/Trainer

Liveops
06.2020 - Current

Store Manager / Area Trainer / Area Manager / Corporate Trainer

Pepper Palace
03.2018 - 05.2020

Agent / QA / Team Supervisor / Facilitator / Team Leader

Sykes/Alpine Access
08.2013 - 03.2018

Holiday Sales Personnel

GameStop
10.2012 - 02.2013

Agent / QA

Results of Galax
10.2010 - 11.2011

Assistant Manager

Taco Bell / KFC
09.2008 - 04.2010

Aviation Ordnance Man

U.S. Navy
08.2001 - 05.2005

Psychology -

South University Online

High School Diploma -

Navarre High School

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John Windham