RAYMOND A. HOLT (407) 808-6571 holt.raymond.a@gmail.com

Career Summary Call center leadership professional with demonstrated potential for creative thinking and problem solving. Specialties include effective listening, proper verbiage, and excellent written communication. Recognized as being results oriented and dependable, with strong rapport building skills. Patient and driven, maintains the ability to multitask as a team player while providing individualized development sessions to enhance analyzed areas of opportunity.

Key Qualifications Analytical Detail Oriented Effective Coaching Rapport Building

10+ years of leadership experience

Embraces Change Accountability

ExperienceJP Morgan Chase & Co. 11/2011-Present

Training/Coaching/Team Management-Identified and resolved specialist performance gaps through report analysis, call reviews, side by sides and remote monitors leading to an increase of 12% in overall performance. -Provided coaching and mentorship to over 100 specialists.-Analyzed performance trends and created contests based on business need leading to increased team morale and increasing the average expectation of the production floor.-Responsible for empowering 6 different teams across varying departments. This led to a 4% increase in customer satisfaction.-Created coexisting individual and team development paths. -Promoted team cohesion with human resources, managers and Peers leading to consistent specialist development. -Designed easy to use tools to enhance developments leading to increased specialist accountability and opportunity identification.-Inclusive leadership style leading to accurate and timely completion of quarterly performance reviews.

Senior Specialist -Positively impacted performance across multiple departments including new hires, tenured and specialty groups. -Excelled as team captain by organizing contests to convert analyzed team opportunities into strengths. -Arranged and shared meeting minutes in an effort to increase team cohesion and excitement.-Trusted by my peers to answer a wide variety of CSD related questions within my realm of knowledge, becoming the “go to” person for accurate, clear and concise assistance.

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United States Air Force 03/2007-08/2011

Security Forces/ Law Enforcement Specialist-Supervised the training of a class of 118 basic trainees.-Accurately decided the appropriate response to various incidents resulting in successful protection of approximately 7,500 personnel and countless high priority assets. -Supported a small unit of multinational, instructors, teaching law enforcement capabilities and force protection across various locales globally.-Created an incentive program for top air force service members within the security forces unit based on attendance, job knowledge, and team contribution.

Victory Martial Arts 08/1999-03/2005

Chief Instructor-Trained and managed a team of 6 assistant instructors to implement a day to day training schedule for approximate 125 students. -Successfully maintained accurate accounting and record keeping leading to an increased understanding of business strengths and opportunities.-Increased profitability by developing strategies to bring more value to the student curriculum leading to a 30% increase in business, and a 60% increase in retention.

Continuous Education

-Aug 2010 AS-Criminal Justice Community College of the Air Force, Montgomery,AL-Attended coursework on matching learning styles and communication styles utilizing “Learn More Now!” course work-Currently Enrolled in “Inclusive Leadership Training: Becoming a Successful Leader.” Through edx online school. -Enrolled and completed the following coursework in Harvard Manage Mentor:

Developing Employees Coaching Difficult Interactions Leading and Motivating Goal Setting Feedback Essentials

-Attended facilitation 101 training through Chase Card Services.-Attended various leadership seminars with high level business leaders to develop my ability to lead amongst a team of top performers.-Attended seminars on teaching new skills to tenured performers in an effort to increase productivity through change.

Proficiencies: TSYS, MS Excel, Power Point , MS Word, MS Office, NICE, PAT

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To: Nikolaus KempeDirector Sales: OutboundRe: Supervisor, Telemarketing

Dear Nikolaus Kempe,

I am writing to express my interest in the Supervisor Telemarketing position that has recently posted with Wyndham Vacation Ownership. Upon reviewing the description and qualifications of this position, I am confident that I possess the experience you are looking for.

My passion and excitement for mentoring and developing employees to exceed expectations is matched by my experience in leadership and team building roles in my past. As a veteran of the United States Air Force I have acted as a mentor, facilitating training curriculums across various locals globally. The attention to detail exhibited through training and facilitation resulted in strong communication throughout the chain of command. This experience developed my ability to communicate with adult learners regardless of language, cultural or generational barriers. As the manager and Chief Instructor of a martial arts academy, I recruited and trained teams of instructors to focus on the customer experience while growing the business to record breaking levels. Within Chase Card Services my accomplishments and responsibilities include and are not limited to:

Training and developing new hires Conducting multiple hours of facilitation across multiple departments coaching various tasks Effective multidirectional partnership with Human Resources and peers Empowering motivation and goal setting for individual and team successes Sustained high level of performance throughout business change Creating motivational activities and performance incentives

My resume and credentials are enclosed for your review. I look forward to meeting with you to discuss why I am the right fit for this role.

I can be reached via email at holt.raymond.a@gmail.com and by cell phone at 407-808-6571.

Thank you for your consideration.

Sincerely,

Raymond Andrew Holt

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