Waymond Johnson Email: wje1e2ec@westpost

.net
2513 St. Emanuel St. Phone: 281-804-0811
Houston, TX 77004 Phone: 281-865-0115

Objective:
I am a detailed, oriented individual that is focused, self motivated and able to
handle multitasked operations. I am seeking a challenging career that will util
ize my skills and knowledge, provide public assistance and allow room for profes
sional growth based on my experience that I bring to the workforce. I plan to be
a huge asset and bring a new culture to my future endeavors.

Experience:
Bargain Network
Trainer/Developmental Specialist- February 2006 - December 2009
Member Savings Representative-January 2005 - February 2006
* Supervised call center teams consisting of 20-30 agents actively on the
phones servicing clients an
d customers.
*Facilitated two week new hire training classes for Customer Service Representa
tives who took phone calls and resolved customers concerns.
*Trained two week new hire training courses for Telephone Sales Representatives
who were responsible for maintaining performance metrics and statistics.
* Implemented corrective actions when necessary, in addition to hiring and termi
nating representatives.
*Accountable for processing payroll for entire new hire training classes.
*Created individual schedule matrix to maximize agent availability to service cu
stomers.
*Evaluated as well as made changes to ineffective training methods.
*Set goals and objectives to assist in driving performance for call center.
*Developed new training material to meet business needs in an adaptive fast pac
e environment.
*Conducted training courses with business units/groups, new-hires, and current a
ssociates to maintain effectiveness in sales/customer service market.
*Responsible for development in agents by coaching, counseling, and motivating p
erformance to achieve winning results
*Effectively listened and communicated complex information in a clear and concis
e manner
*Monitored phone calls to ensure agents are in compliance with rules and regula
tions and drew up action plans accordingly.
*Provided constructive feedback to agents to keep them motivated.
*Managed and tracked key indicators to ensure goals were exceeded.
*Performed in a fast paced, deadline-oriented environment with a high level of a
ccuracy and excellent attention to detail.
*Demanded excellent customer service from my employees.
*Delivered information to customers and responded to general customer inquiries
received via inbound calls and emails.
*Applied sales techniques to retain active memberships for our clients and custo
mers.

Alegis
Collections Representative- June 2003 - November 2004
*Provided excellent customer service towards inbound/outbound calls.
*Conducted outbound calls to collect on outstanding debts.
*Delivered assistance to members with delinquent accounts via inbound calls
*Interacted with customers, issue orders, and analyze accounts to resolve billin
g inquiries
*Handled problem solving skills to negotiate payment options.

Telecheck
Collections Representative- January 2001- June 2003
*Provided excellent customer service on inbound/outbound phone calls.
*Assisted outbound callers (using a dialer system) with delinquent accounts
*Updated customer files and records with the company
*Established payment arrangements.

Education:
University of Houston
Fall 2000- Spring 2003

Yates High School

Diploma received May 2000

Skills:
*Achieve Global Leadership Courses
*Magic Certification (Three Day Customer Service Course)
*Siebel Database
*Centerview/Totalview
*AS400
*Developmental Coaching Course
*Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
*Motivating and empowering my agents.
*Resolving issues in a fast pace environment.
*Multi-tasking by performing training and maintaining programs for two different
companies at once.
*Typing Skills: 40 wpm; 10-key (by touch)