Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jeffrey Allen

Tampa,FL

Summary

Proactive training and development manager offering 13 years of experience in educating professionals in three customer service based call centers contracted by the Centers For Medicare and Medicaid Services(CMS). Expert in designing curricula and training programs aligning with clients' strategic goals, mission and vision while consistently pursuing opportunities to improve service delivery. Interacted daily with the client to report and discuss developing trends within the customer base and strategically implement a plan for resolution.

Overview

13
13
years of professional experience

Work History

Training and Development Manager

Maximus Call Center
10.2015 - 11.2022
  • Communicated all learning and performance objectives, schedules and training assessments directly to client, as well as upper management.
  • Led daily, weekly and monthly coaching, counseling and feedback sessions.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Created, organized and edited training manuals, multimedia visual aids and other educational materials.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Assessed skill gaps for employees and developed training courses to meet identified needs.
  • Managed new employee orientation training process for more than 500 employees each year

Training Instructor

General Dynamics
08.2011 - 10.2015
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Tracked attendance and progress against goals for each participant.
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.

Customer Service Supervisor

Vangent
09.2010 - 08.2011
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Coached employees through day-to-day work and complex problems.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.

Customer Service Representative

Vangent
08.2009 - 09.2010
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Education

High School Diploma -

Trenton Central High School
Trenton, NJ
06.1978

Skills

  • Improvement Recommendations
  • Workshops and Conferences
  • Training Manual Creation
  • Staff Development Plans
  • Training Manuals and Processes

Timeline

Training and Development Manager

Maximus Call Center
10.2015 - 11.2022

Training Instructor

General Dynamics
08.2011 - 10.2015

Customer Service Supervisor

Vangent
09.2010 - 08.2011

Customer Service Representative

Vangent
08.2009 - 09.2010

High School Diploma -

Trenton Central High School

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Jeffrey Allen