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Date Created: 12/22/15
Alan R. Jefferson TRAINING / QUALITY ASSURANCE / SPECIALIST CANDIDACY SNAPSHOT CUSTOMER SERVICE TRAINING QUALITY ASSURANCE CONTINUOUS IMPROVEMENT Ohio Board of Regents Citigroup Citigroup DeArk Enterprises Ohio Board of Regents Ohio Board of Regents Developed training programs, Managed quality assurance Worked across departments and created documentation, and initiatives through analysis of worganizational layers to capitalize on facilitated programs to onboard products, identification of trendshared knowledge and synergy and develop personnel. and development of improved opportunities. Leveraged analytics Designed training materials, processes and procedures— and insight to improve processes, tools, and activities, creating including training programs—to procedures, and systems critical to and maintaining training minimize errors, maximize high-volume corporate operations documentation to guide procedural compliance, and and statewide compliance delivery efforts. uphold high levels of quality. initiatives. SELECT SKILLS TRAINING PROGRAM DEVELOPMENT & PERFORMANCE ANALYSIS & IMPROVEMENT FACILITATION QUALITY ASSURANCE & COMPLIANCE TRAINING DOCUMENTATION DESIGN PRESENTATION & NEGOTIATIONS TECHNICAL COMMUNICATIONS RESEARCH & MARKET ANALYSIS CUSTOMER SERVICE DELIVERY EXPERIENCE CITIGROUP, Columbus, OH Senior Supervisor (2005-present) - Manage a high-volume presort operation processing one million envelopes each day, leading the entire shift-based team—30+ team members—in meeting service, quality, budget, and production standards. Review key performance metrics, identify opportunities for improvement, and address individual contributor and team development needs. Encourage active participation and engagement from staff, understanding the importance of constructive feedback and proactive communications in creating the long-term employee relationships critical to success. Drive an efficient, cost-effective presort operation for 30 million pieces of mail per month, coordinating logistics—with the U.S. and Canadian postal services—to ensure compliance and expeditious mail handling and delivery. Developed and deliver initial orientation and ongoing training, driving continuous performance, quality, and compliance improvement; hired and currently oversee a facilitator to support team-wide training efforts. Facilitate cross-department collaboration to identify opportunities to capitalize on shared knowledge, leveraging reporting, analysis, and root cause identification to fuel process, system, and organizational development. Cultivated a high-morale, high-retention environment—reduced turnover 12% and increased production 15% —through solicitation of feedback on procedural effectiveness, and building rapport and trust with associates. Captured 50% discount for 5-digit ZIP sorting since 2006, by analyzing sort plans, developing best practices- based systems and processes, and increasing Quick Kill bins—mail requiring no additional processing—by 43%. DEARK ENTERPRISES, Columbus, OH Trainer (2006) - Hired specifically to facilitate the multi-day “Building a Fit Workforce—A Fully Integrated Team” training program, corporate workout sessions focused on interpersonal communication, team building, and leadership development. Created training documentation, tools, and activities to facilitate participant engagement and desired outcomes. Delivered training to small and midsized groups of up to 20 corporate associates, working onsite to orient participants to the program, lead group activities, and build and strengthen integrated teams. CONTACT >> 614-572-4481 email@example.com Alan R. Jefferson TRAINING / QUALITY ASSURANCE /SPECIALIST OHIO BOARD OF REGENTS, Columbus, OH Higher Education Info System Analyst (2000-2004) Wrote and maintained technical documentation governing business rules for applications that interfaced with the statewide higher education data warehouse, working in concert with Information Technology programming staff to execute against objectives, test functionality, and ensure optimal quality assurance. Created online tutorials for high school, college, and university data reporting staff, facilitating robust feedback on customer service experiences. Catapulted scholarship applications by simplifying the application process; presented the new system at local and regional conferences and training events to orient industry stakeholders and fuel high levels of participation. Generated $20K in annual cost savings by leading the effort to transition scholarship application and management process from a paper-based system to an online, interactive website. Reduced QA errors by conducting financial aid compliance audits; provided feedback to college and university staff on submission errors, ensuring optimal quality and avoiding processing delays. Administrative Assistant, State Grants & Scholarships (1997-2000) Provided comprehensive administrative support to the program manager, fielding incoming calls from process stakeholders, responding to requests for scholarship and grant information, and maintaining the department calendar. Supervised a small team of up to two temporary associates. Developed tracking tools—spreadsheets and schedules—to guide office operations, generated reports, and provided information on trends in customer service-related inquiries. Performed due diligence surrounding the development and implementation of a federal internship in Washington, DC, creating the policies and procedures to guide recruitment, selection, and onboarding. Additional experience: AFLAC – Columbus, OH Sales Representative, Part-Time (2007-2009) Sold life and supplemental medical insurance to small and midsized businesses, communicating effectively with diverse groups and employees; won the Fireball Fast Start Award for exceptional first-year results. AMERICAN EAGLE AIRLINES – Columbus, OH PT Service Agent (2012-2013) Support a customer-centric setting—Ticketing and Baggage Services—requiring the ability to communicate with customers often facing adverse situations such as travel delays, additional costs and fees, and missing luggage. EDUCATION THE OHIO STATE UNIVERSITY, Columbus, OH BS – Hospitality Management TECHNOLOGY Microsoft Office | Dreamweaver | PeopleSoft | DFWorks | NetSort | Visio | HTML | CSS | SQL COMMUNITY INVOLVEMENT JUNIOR ACHIEVEMENT Facilitator, Economics for Success (2011-2012) Delivered interactive sessions and discussions to teens as a JA volunteer, building participants’ knowledge in the areas of entrepreneurship, financial literacy, and work readiness. CONTACT >> 614-572-448 firstname.lastname@example.org
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