John Sefcik
Parma
Summary
I have experience in both education and customer service over the past decade. This includes skills in management and training, including developing programs to help with the training and evaluation of the departments I was employed in. I would be interested in operations management, quality analysis or training as these are the areas, I have the most experience in.
Overview
22
22
years of professional experience
Work History
Program Manager- Lead Safe Resource Center Call Center
Environmental Health Watch
Cleveland
03.2023 - 05.2024
- Maintained comprehensive knowledge and understanding of Lead Safe Home Fund and Lead Safe Certification process and procedures
- Managed all systems-level interactions with community organizations and government institutions
- Attended and participated in all necessary training, planning and check-in meetings for internal and external programs
- Developed and managed comprehensive program engagement and implementation strategy
- Created ongoing training materials for Program Specialists and Coordinators for continued development within the organization
- Reviewed, evaluated, and provided feedback for program implementation
- Facilitated and responded to external complaints, questions, and concerns
- Coordinated activities, events and meetings between the resource center team, community engagement specialists, neighborhood organizations, partners, and resident leaders
- Participated in high level community meetings as requested
- Developed, collected, monitors, and reported on program data and team evaluations and activities
- Worked directly with Program Coordinator to guide, plan, execute and evaluate program metrics
- Organized and facilitated regularly scheduled team meetings
Mortgage Operations Manager
U.S. Bank
Robbinsdale
08.2014 - 07.2022
- Managed vendor relations and communication
- Created customer service curriculum to standardize processes to align with procedures across four call centers
- Resulted in increased employee satisfaction and retention through standardized process
- Researched best solutions for class design, reviewed customer satisfaction surveys, tracked call center performance data, and assisted with the onboarding process of the vendor employees
- Influenced stakeholders to accept new changes with flexible solutions
- Created department procedures, trained leaders and employees, and oversaw vendor continuous improvement initiatives
- Advanced training and procedures using website design and testing to support learning efforts
Quality System Analyst
Fox International
Beachwood
09.2006 - 05.2013
- Evaluated calls for customer service representatives
- Developed new systems of evaluation for incoming calls
- Coached and trained representatives in proper procedures for answering calls
- Deescalated customer concerns on warranty procedures
- Troubleshot customer problems to resolution
Social Studies Teacher
Saint Peter Chanel High School
Bedford
01.2003 - 06.2003
- Taught and assumed full responsibly of World History classes for Grade 9, Parent and Child Development and Contemporary Affairs classes for Grades 11-12
- Supervised after-school activities
Seventh Grade Teacher
Hope Academy Cathedral Campus
Cleveland
09.2002 - 12.2002
- Taught and assumed full responsibility of World History and Health class for Grade 7 and Geography and Math for Grade 6
- Tutored and supervised Chess Club
Education
Baccalaureate -
John Carroll University
University Heights, OH12.1999
Skills
- Training
- Project Management
- Curriculum Design
- Continuous Improvement
- Vendor Relations
- Communication
- Analysis
- Problem Solving
- Customer Service
- Document Maintenance
Timeline
Program Manager- Lead Safe Resource Center Call Center
Environmental Health Watch
03.2023 - 05.2024
Mortgage Operations Manager
U.S. Bank
08.2014 - 07.2022
Quality System Analyst
Fox International
09.2006 - 05.2013
Social Studies Teacher
Saint Peter Chanel High School
01.2003 - 06.2003
Seventh Grade Teacher
Hope Academy Cathedral Campus
09.2002 - 12.2002
Baccalaureate -
John Carroll University