aaron mcfarland resume 2015.10
TRANSCRIPT
Aaron McFarland2676 E Plymouth Way Fresno, CA 93720
Professional Summary
Since 1998 I have served, and worked, inside customer service and call center organizations for a variety of industries. Since 2002 I have been focused on training, training management and quality of customer service including customer satisfaction. I have experience training and leading both vendors and internal contributors. My goal is always to bring out the best in those with whom I work and achieve greatness as a collaborative group.
Professional Highlights
Customer service and leadership development Training management and curriculum
development Developed and grew Customer Satisfaction to
rates of 95%
Built and designed a Customer Service Quality program
Supervised multiple locations Vendor management Process Improvement
Professional Experiences
July 2014 – Present PG&E Training and Quality Supervisor
Develop and support a team of trainers across 3 locations supporting 5 customer service contact centers and 75 local offices
Oversee the develop, maintenance, and updating of curriculum Partner with internal customer to understand and meet their training needs Work collaboratively across departments to coordinate the scheduling and delivery of
training Communicate with and engage internal and external stakeholders to ensure customer
service
July 2012 – December 2013 LKQ Corp. Manager of Sales and Contact Center Ops
Build a customer service team to handle calls not sales related Develop and support sales managers in multiple locations Reduced abandoned calls from 14% to 2% Oversee development and delivery of weekly training meetings Meet with and deliver products and services training to executive customers
March 2007 – July 2012 TransUnion Corp. (2) Manager of Ops and Reporting
(1) Service & Quality Training MGR
Develop and support external vendor operations to ensure the health of customer service Create and manage reporting metrics to measure organizational health and customer
satisfaction Lead efforts in process improvement and project management Partner with vendor QA to improve quality of service and customer satisfaction Oversee first-call resolution and customer satisfaction Design and manage a Customer Service Quality program
Aaron McFarland2676 E Plymouth Way Fresno, CA 93720
July 1998 – March 2007 ATT Wireless/Cingular (2/3) Trainer/Training MGR(1) Customer Service Rep
Develop and support trainers across multiple locations Oversee the develop, maintenance, and updating of curriculum Partner with internal customer to understand and meet their training needs Work collaboratively across departments to coordinate the scheduling and delivery of
training Communicate with and engage internal and external stakeholders to ensure customer
service
References:Adrian Macauley – Client Management (Apigee) 805.801.6750
Matt Davis – Plant Manager (LKQ Corp) 530.949.8970
Mike Miele – VP of Sales and Client Services (TransUnion Corp) 215.370.3157