1. 4606 E Scott Ave Gilbert, AZ 85234
(480) 203 4907
genosimpson@msn.com
GenoSimpson
Profile
Mid-Senor level assignments in operations management, learning &
delivery or implementations with leading originations of repute,
preferably in PBO or Outsourcing industry.
Proficient in managing business operations with focus on top-line and
bottom-line performance and skills in determining company mission and
strategic direction as conveyed through policies and corporate
objectives.
Experience 2007–Curent Xerox HR Solutions, LLC Tempe, AZ
Leaning & Development Consultant
 Manager Responsibilities:
 Manage multiple clients with staffing of 5-135 employees at any given
time and 4-6 team leads performing duties such as taking inbound/outbound
calls/emails/live chats for severance, H.S.A’s payroll, 401k, pension, health
and wellbeingbenefits and HRpolicies questions
 Project management of technical and non-technical projects
 Delegated suggestions and duties to other team members
regarding opportunities for improvement in work-related tasks and
processes
 Creation of documentation for implemented processes
 Develop and main training processes/SOP’s for quality programs,
training programs, case management, call handling, etc
 Create, update, and maintain call center goals/metrics on a daily,
weekly and monthly bases
 Maintain employees employment files, provide coaching and
development, enforce policy and procedures, and present corrective
actions
 Provide monthly performance reviews for team leads and
employees
 Mentor and assist other Team Managers on achieving performance
goals and call center metrics
 Training Responsibilities:
 Provided training to new hires, existing employees, QA coaching’s,
supervisors/managers, and internal/external clients on customer
service, human resources, payroll, health and wellbeing, 401k,
pension benefits, and etc
 Conducted training classes for adults in US and overseas on

2. computer skills (the internet, MS Office, SAP, AS400, Knowledge
base systems, PeopleSoft, Apple Computers, and Account Inquire
System.
 Created workshops on topics such as Team Building, Quality
Programs, and Fish Environment
 Created and facilitate training classes for various technical and soft
skills
 Responsible for identifying, planning and executing needs for
training, performance, while locating and recommending available
resources to attain organizations objectives and enhance employee
development
 Prepared short and long-term training schedules utilizing a database
for scheduling and tracking progress of participants to ensure that
the learning objectives are being met while checking for compliance
and completion of all requirements for assigned personnel
 Managed multiple projects while working closely with different
clients to execute training programs
 Writing and designing challenging training program resulting in team
members achieving higher proficiency ratings during periodic skills
testing
 Effectively interact with operations/quality departments on any
trending for remediation/refresher trainings needed
 Quality Responsibilities:
 Manage quality achievement and performance improvement
throughout the organization
 Develop, implement, communicate and maintain a quality
plan/program to bring the company quality and policies into
compliance with the company quality program requirements.
 Effectively interact with operations and training to maintain and
update any new requirements for the quality program
 Monitoring quality analyst/coach(s) performance by gathering
relevant data and producing statistical reports and provide feedback
 Identify relevant quality-related training needs and delivering training
as needed in a group or individual setting
 Manage internal/external calibration/review session for accuracy
and consistency
 Implementation Responsibilities:
 Creating, establishing and managing project plans for the
deployment of new services or projects
 Ensuring projects are completed on time and within budget
 Communicating details of the project status and coordinate project
activity and consult with management to ensure deadlines are met
 Control the operational budget
 Recruit and participate in staffing and team assignment discussions


3. 2003–2007 GC Services, LLP Mesa, AZ
Training Supervisor:
 Managed and provide support to 2-3 trainer within the call center
 Implemented training course for new recruits — speeding profitability.
 Provided training to new hires, existing employees, QA coaching’s,
supervisors, and internal/external clients on customer service, human
resources, payroll, health and wellbeing benefits, and systems
 Responsible for identifying, planning and executing needs for training,
performance, while locating and recommending available resources to
attain organizations objectives and enhance employee development
 Developing/writing training materials for customer service, sales,
retention programs, and sales
Education 2007 Chandler, AZ
 High School Equivalent.
Summary of
Qualifications
 22 years call center experience
 20 years in outsourcing experience
 20 years quality/training/WFM experience
 20 years plus managing quality,training, and operational experience
 20 years writing/developing training materials,SOP’s,and DTP’s
 20 years’ experience with Human Resource and Benefits with Health &
Welfare, Health Savings Account, Flexible Spending Accounts,
COBRA, Defined Contribution,Defined Benefits and more
 Proficientuse of MS Word, PowerPoint,and Excel
 Excellent communication,interpersonal,organizational,and leadership
skills
 Exceptional versatility with the ability to manage multiple tasks in a
pressured environment
 Dedication and drive as a hard-working individual