Wayne Church Jr
Richmond,VA
Summary
Highly talented, self-motivated, enthusiastic customer service professional with more than twenty years experience in the customer services industry. Track record of successes at assisting, coordinating, directing and providing training for service personnel to perform their functions in a safe and efficient manner; providing services that meets needs of customers; ensuring availability of quantities of items; providing written support to convey information; and complying with mandated health requirements. Above all, continuously ensuring customers are satisfied with each experience.
Overview
19
19
years of professional experience
Work History
New Hire Trainer
T-Mobile
11.2014 - 08.2023
- Increased consistency in employee performance evaluations by standardizing training materials across all departments.
- Implemented ongoing training initiatives for existing employees, promoting continuous professional development within the organization.
- Served as a trusted mentor to countless employees, guiding them through challenging transitions into their respective roles within the organization.
- Fostered a culture of collaboration and teamwork among trainees that continued well beyond initial orientation periods.
- Developed customized e-learning modules, allowing remote employees to access critical information at their convenience.
- Established strong working relationships with department managers to ensure seamless integration of new hires into established teams.
- Boosted employee retention rates by fostering a supportive and engaging learning environment during the onboarding process.
- Ensured compliance with industry regulations by incorporating relevant updates into training materials as needed.
- Created engaging presentation materials utilizing multimedia elements to enrich learning experiences for trainees from diverse backgrounds.
Security Officer
Regional Marketing Concepts
01.2007 - 01.2020
- Monitor and authorize entrance and departure of employees, clients and their guests to maintain security of the premises
- Answer alarms and investigate disturbances
- Provide access control, crowd management and ensure the venue is safe for guests
- Ensure a safe and fun environment for all guests, staff and performers
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
Assistant Store Manager
Papa Johns
01.2005 - 01.2011
- Accountable for a staff of 30 employees at a minimum of 12 per shift
- Responsible for weekly scheduling and daily operations
- Handles confidential paperwork appropriately including hire, rehire and disciplinary reports
- Recorded and monitored daily inventory levels
Lead Server
Silver Diner
01.2008 - 01.2009
- Responsible for hands-on guest interaction
- Upholds consistent satisfaction among customers
- Supports food portioning and distribution
- Performs opening and closing procedures
- Receive phone calls, greet consumers and assist with sales and service needs
Math Tutor
T ² Tutors
01.2006 - 01.2008
- Provide quality customer service while overseeing the daily operations of the centers administrative office
- Prepared activities on varying levels covering all Virginia testing benchmarks
- Established relationships with educational staff to reinforce positive reinforcement though students
- Responsible for students’ progress though weekly evaluation and analysis
- Performed on the job training for introductory staff
Education
Virginia Commonwealth University
Richmond, VASkills
- Microsoft Office
- Coaching techniques
- Training delivery
- Collaborative learning
- Teamwork and collaboration
- Time management
References
Personal & professional references available upon request.
Timeline
New Hire Trainer
T-Mobile
11.2014 - 08.2023
Lead Server
Silver Diner
01.2008 - 01.2009
Security Officer
Regional Marketing Concepts
01.2007 - 01.2020
Math Tutor
T ² Tutors
01.2006 - 01.2008
Assistant Store Manager
Papa Johns
01.2005 - 01.2011
Virginia Commonwealth University
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