Resume

India Holland-Stewart Resume

INDIA D. HOLLAND-STEWART

3410 Lovington Court • High Point, NC 27260 • 336-848-0233

EMAIL:   indiaholland2010@yahoo.com           BLOG:  www.indiadblog.blogspot.com

OBJECTIVE:  To use the skills and experiences that I have acquired through my leadership and professional career to obtain a position with room for substantial growth.  

EDUCATION

North Carolina Agricultural & Technical State University                              Greensboro, NC   

 B.S. Journalism and Mass Communications -Print                               December 2013                                                                                                 

CERTIFICATION & PROFESSIONAL DEVELOPMENT

American Express/UNC Charlotte Certificate Program from the American Society of Training and Development, Team Leader Coaching for Success Training, Diversity Training, Change Management, Creating Satisfied Customers, Effective Coaching Certification, Totally Responsible Person Training Certification, Effective Classroom Time Management, Handling Negativity in the Workplace, Managing the Learning Process Effectively, Situational Leadership, Building On Your Abilities Certified Trainer, Myers Briggs, Adult Learning Theories/Accelerated Learning Techniques, C3's, Telephone Incentive Program, Customer Focused Sales/Consultative Sales, Witness and NICE Call Recording Certification, Driving High Performance Teams, Dale Carnegie Sales, Communicating Feedback, Fred Factor Sales Training and Leadership Readiness Facilitation, Toastmasters, Girls Scouts of America Leadership Training, Volunteer and Neighborhood Leader for 2012 Presidential Election, Completed Internship at High Point Enterprise                                                                                   

PROFESSIONAL EXPERIENCE

AMERICAN EXPRESS TRAVEL RELATED SERVICES (TRS), GREENSBORO, NC

Service Recovery Team Leader/Trainer, 06/2003-07/2011

•          Accountable for implementing functional training programs to prepare trainees to perform job functions within predetermined performance standards.

•          Developed motivational and accelerated learning activities to support classroom instruction.

•          Drove continuous improvement of the operation and managed change effectively to motivate and retain employees.

•          Demonstrated strong interpersonal, communication and analytical skills.

•          Resolved escalated calls from customers and clients that have requested the third level of management.

•          Coached and trained SRT associates on how to handle an irate customer and develop negotiation skills to benefit the three constituents: shareholders, customers and employees.

•          Provided frequent feedback to staff by assessing skill levels and overall readiness.

Customer Focus Sales Team Leader, 6/2002-6/2003

•          Provided daily and motivation to a team of 12-15 CFS Associates.

•          Provided frequent coaching and feedback to drive sales performance and reduced cost per sale.

•          Ensured high level of customer treatment and compliance accuracy.

•          Developed and implemented sales incentive to optimize sales results.

•          Worked to ensure all sales and product distribution targets were met.

•          Partnered with peers to share/implement best practices.

•          Ensured timely and accurate communication regarding updates to associates.  

•          Participated in sales huddles and seminars as needed. Addressed customer complaint database in a timely manner.

Telephone Service Center Team Leader, 6/2000-6/2002

•          Coached and developed a team of 15-18 members to achieve best in class results by providing accurate professional service that meets company, client, and legislative standards.

•          Provided frequent feedback to staff by assessing skill levels and overall readiness

•          Drove continuous improvement of the operation and managed change effectively to motivate and retain employees.

•          Demonstrated strong interpersonal, communication and analytical skills.

•          Demonstrated ability to function effectively within a team environment and adjust quickly to change.

Global New Accounts Team Leader, 4/2000-6/2000

•          Coached and developed team to meet performance standards while maintaining morale through daily coaching and monthly one on ones. Implemented action plans and administered performance and attendance counseling.

•          Implemented measures to ensure organizational service levels goals were met.

•          Supported employee satisfaction initiatives. Drove process improvement initiatives.

Instructor-Customer Service, 9/1995-4/2000

•          Accountable for implementing functional training programs to prepare trainees to perform job functions within predetermined performance standards.

•          Implemented, evaluated, and identified revisions of training materials.

•          Provided updated and accurate reports to the Manager of Instruction and Director as required.

•          Supported on the Job Training efforts by coaching and mentoring trainees.

Training Support Coach, 3/1995-9/1995

•          Provided feedback and coaching to new hires during on the job training for the customer service job function.

•          Developed and implemented action plans for predetermined performance standards.

•          Monitored calls and tracked statistics for each trainee.

Customer Service and Retention Representative, 12/1990-3/1995

TRAVEL: INTERNATIONAL AND DOMESTIC –TRAINING AND MANAGEMENT

Instructor for New Hires, Toronto, Canada - 4 Months Duration

•     Set up new training center in Canada and created new training material.

•     Developed motivational and accelerated learning activities to support classroom instruction.

•     Accountable for implementing functional training programs to prepared trainees to perform job functions within predetermined performance standards.

Team Leader Management Training, Manila, Philippines - 2 Months

•          Assessment of Middle Management Leadership Readiness Level.

•          Identified Will/Skill amongst the Management Team.

•          Clear roles/responsibilities outline for the Coaches/Site Lead.

•          Dedicated resources for the AMEX project.

•          Review Violation of Employee Treatment Policy.

•          On-Going support-MIS.

•          Develop/implement Transition Plan.

•          Scheduling Leadership focus groups.

•          Held one-on-one meetings with Senior Leadership for Chronicle Training.

•          Facilitated accuracy calls with GSO Decision Quality group and Manila Team Leaders.

•          Developed daily task list for all coaches.

•          Held staff meeting with all US coaches to discuss HR and operational issues.

•          Adjusted AMEX leadership schedule to ensure appropriate coverage.

•          Assessed readiness level of Coaches and Team Leaders.

•          Identify additional Team Leader support.

Instructor for Enhancement Skills Training

Phoenix, Arizona, Ft. Lauderdale Florida and Salt Lake City, Utah - 4 Month Duration each

•           Set up new training center in Ft. Lauderdale, Salt Lake City and Phoenix.

•           Revised and created new training material.

•           Accountable for implementing functional training programs to prepare trainees to perform job functions within predetermined performance standards.

SKILLED COURSES

Editorial Writing, Digital Information Resources, Feature Writing, News Writing, Editing and Layout, Photojournalism, Communications Law & Ethics, Advance Writing and Reporting

Internship: High Point Enterprise                Contributor:  The Register and JOMC Journal

Specialized in political, lifestyle, education and health articles

References Available Upon Request