Charles Guice
Spokane,WA
Summary
Self-motivated, career oriented, positive attitude driven hard worker. I strive to be exceptionally present and consistently identify potential improvements that benefit my company and its employees. Can oversee multi-department projects and work to get the best out of everyone involved while managing pain points.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality and Training Specialist
Umpqua Bank
Spokane, WA
06.2023 - Current
- Trained new hire employees.
- Hosted up-trainings for new or changing processes.
- Developed interactive, self-paced learning modules.
Supervisor
Covius Services, LLC
Spokane, WA
06.2021 - 11.2022
- Hired, trained, and supervised agents to accurately research, report, and facilitate payment on taxes for escrow accounts across 50 states.
- Built and adapted training resources.
- Worked inter-departmentally to implement new software solutions for tax tracking and payment to allow us to go 80% paperless, greatly improving productivity.
Team Lead, Customer Service
Covius Services, LLC
Spokane, WA
12.2018 - 06.2021
- Managed team that handled customer service for all clients (banks and lenders).
- Implemented new technology-based service infrastructure, ticket tracking, and quality and handle time standards.
- Collaborated with leadership, and clients to provide the highest level of service.
Education
Associate of Science - Audio Engineering
Spokane Falls Community College
Spokane03-2017
Diploma - Computer Applications And Technical Support
Interface Computer School
Spokane05-2005
Skills
- Performance Assessment
- Training Program Development
- Project Implementation
- Training Program Design
- Training delivery
- Recruiting
- Employee Development
- Technical training
Certification
- COMPTIA Security+
Timeline
Quality and Training Specialist
Umpqua Bank
06.2023 - Current
Supervisor
Covius Services, LLC
06.2021 - 11.2022
Team Lead, Customer Service
Covius Services, LLC
12.2018 - 06.2021
Associate of Science - Audio Engineering
Spokane Falls Community College
Diploma - Computer Applications And Technical Support
Interface Computer School
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