David Shelton
Sierra Vista,AZ
Summary
Industry Subject Matter Expert providing advanced technical knowledge and analysis of highly specialized applications and operational environment. Perform complex functional systems analysis, design, training and implementation advice on complex problems, including esoteric problems requiring extensive knowledge of subject matter.
Overview
13
13
years of professional experience
Work History
Subject Matter Expert
Teleperformance USA
01.2020 - Current
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Maintained database systems to track and analyze operational data.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
Seasonal Trainer
Teleperformance USA
08.2023 - 12.2023
- Led cross-functional teams in the development of innovative solutions for pressing business challenges.
- Tracked attendance and evaluated progress for assigned trainees.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Facilitated team-building exercises that fostered collaboration and communication among department members.
- Developed effective training plans based on department needs and objectives.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
Seasonal Trainer
Teleperformance USA
08.2022 - 12.2022
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
- Increased employee satisfaction by introducing flexible learning options such as self-paced courses and remote workshops.
- Supported productivity increase and business growth through new hire training and mentoring.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
Customer Service Call Center Representative
Teleperformance USA
04.2018 - 01.2020
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Created and maintained detailed database to develop promotional sales.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Cross-trained and provided backup support for organizational leadership.
- Trained new personnel regarding company operations, policies and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted customer service satisfaction ratings through consistent quality control.
Truck Unloader
Walmart
03.2013 - 03.2018
- Loaded packages onto pallets and into staging areas as directed.
- Unloaded items and goods from trucks into main storage area for transfer to shelves.
- Boosted operational performance by undergoing regular training sessions on new equipment usage, safety protocols, and industry best practices related to truck unloading procedures.
- Operated forklifts, Jacks and other heavy equipment to move and load materials safely.
- Used barcode scanners and other technology to track and document cargo information.
- Handled hazardous materials with care by following relevant safety guidelines to avoid environmental hazards.
- Upheld strict compliance to company policies and OSHA regulations during the entire unloading process.
- Assisted other team members in navigating large loads.
- Maintained organized work area by storing equipment safely and properly.
- Trained team members to use proper loading and unloading techniques and comply with safety procedures.
Front End Supervisor
Ross Dress For Less
05.2011 - 03.2018
- Implemented improved cash handling procedures, reducing discrepancies and ensuring accurate financial records.
- Developed and nurtured lasting relationships with clients through dedicated assistance, issue resolution and active listening.
- Maximized sales opportunities by promoting in-store offers, credit card applications, and loyalty programs at the point of purchase.
- Collaborated with other departments within the store to streamline logistics processes, leading to seamless workflow.
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Resolved escalated customer complaints with diplomacy and professionalism, maintaining strong relationships with clientele.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Overnight Stocker
Walmart
04.2013 - 01.2016
- Moved cardboard, plastic ties, and other debris from unboxing to trash.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Swept, dusted and mopped floor to perform regular cleaning and comply with sanitation standards.
- Scanned shelves and product cases to locate expired, outdated, and spoiled items.
- Picked and packed order items.
- Labeled products, rotated stock and fronted merchandise for appealing display.
- Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
- Maintained proper storage of overstock items, keeping backroom areas organized and accessible for future use.
Education
High School Diploma -
The Center For Academic Success
Sierra Vista, AZ05.2011
Skills
- Training and mentoring
- Project Planning
- Audit reporting
- Teamwork and Collaboration
- Computer Skills
- Quality Assurance
- Microsoft Office
- Time Management
- Recordkeeping
- Multitasking Abilities
- Good Telephone Etiquette
- Improvement plan knowledge
Volunteer Work
I Volunteer at a youth group called AWANA, at a local church once a week throughout the school year. I am the Game Director in charge of all planning and running of games throughout different age groups. I am also in charge of maintaining the equipment and unloading and loading equipment where it belongs by the end of the night. I am responsible for safety of all age groups and leaders throughout the night and plan programs throughout the year and assist in other areas of the youth group. I have been volunteering for this church youth group since 2005.
Timeline
Seasonal Trainer
Teleperformance USA
08.2023 - 12.2023
Seasonal Trainer
Teleperformance USA
08.2022 - 12.2022
Subject Matter Expert
Teleperformance USA
01.2020 - Current
Customer Service Call Center Representative
Teleperformance USA
04.2018 - 01.2020
Overnight Stocker
Walmart
04.2013 - 01.2016
Truck Unloader
Walmart
03.2013 - 03.2018
Front End Supervisor
Ross Dress For Less
05.2011 - 03.2018
High School Diploma -
The Center For Academic Success