1. John W. Austerberry, Jr. Boise, ID (208) 284-1290 jwajr40@yahoo.com
https://www.linkedin.com/in/jwajr40
15+Years of leadership and management experience results in ability to motivate and inspire
employees, teams, and management. I possess a unique talent to coach and develop staff to
meet and exceed goals, and the skills to lead the organization in providing outstanding service
to external as well as internal customers.
Professional Qualifications:
 18,000 + QA compliant calls from incoming Affordable Care Act (ACA) applicants taken
in 12 months
 Trained 400 incoming agents in use of ACA systems and client requirements to ensure
compliance to contractual metrics and excellence in customer service
 10 + years of call center experience – as both supervisor and trainer
 15 + years of customer service with emphasis on customer satisfaction
Employment History:
DirecTV– Boise, ID ACE 2.0 Agent March 2015 – Present
 Handle incoming customer calls, providing excellent customer service and solving the
issues at hand
 Monitor and adhere to performance metrics to ensure that team and personal goals are
met/exceeded
MAXIMUS – Boise, ID Trainer – Federal Services September 2013 – February 2015
 Introduced employees to materials and systems that would allow them to have success
in their jobs and provide timely assistance customers
 Created a training model that would encourage sharing and teamwork, while fostering an
atmosphere of encouragement and success, inspiring them to meet their goals
 Maintained a 100% pass rate on government required compliance throughout the time
employed as Trainer
MAXIMUS – Boise, ID CSR – Federal Services
 Took incoming calls from consumers, completing required call components as needed
and able to probe and clarify needs and proceed to assist them with their needs
 Completed applications, enrolled, and solved complex issues with each caller as
necessary, and be a Subject Matter Expert (SME) with materials to provide accurate
scripted information

2. HP – Boise, ID SME – Guthy|Renker March 2011 – September 2013
 Handled incoming escalated calls from consumers who were not satisfied with service,
product lines or membership
 Aided consumers with billing and credit issues, until 100% resolution. Was one of the
only SME agents with a customer satisfaction rating of 3.98 out of 4.00
 Implemented an employee recognition program that was adopted to multiple centers
within HP, Inc.
HP – Boise, ID Team Lead – Guthy|Renker
 Led a successful team of 15 agents, managed all aspects of their performance and
employment. Successfully guided the team to an increased quality score of 10% and
nurtured several agents to be promoted
 Guided a team of 40 agents to achieve an overall cancel/save rate above 30% and
increased overall quality scores by 20%, this resulted in an overall 70% increase in team
standings
 Constantly evolved my goals and strategies to continue my own growth and success by
taking risks and also continuous learned as a personal practice to insure that I was an
integral team player
HP – Boise, ID QA Analyst – Guthy|Renker
 Evaluated and completed an average of 80 calls a week, completed necessary
paperwork and follow through with the individual and supervisor. Addressed any
immediate issues with call adherence through interactive coaching and side-by- sides
 Increased quality adherence to meet and exceed both HP and Guthy|Renker
requirements. Showed an innate ability to inspire and motivate agents to exceed their
goals and meet needs of the business
HP – Boise, ID AER Agent – Guthy|Renker
 Responded to incoming calls from consumers concerning adverse reactions to
Guthy|Renker product lines. Provided empathy and care to the consumers and
participated as an integral part of the consumer affairs department with Guthy|Renker.
Provided detailed reports of incidents, and tracking of issues to insure that image impact
was minimal
 Recognized for outstanding empathy and communication skills which aided in building
strong rapport and satisfaction with consumers. Abilities allowed successful gathering
and dispersion of details from every call. Recognized as a 100% performer several
times in this group
Education:
 Colorado State University– Fort Collins, CO
Completed 100 hours towards a degree in Business Management
 Future Leader University(an internal HP program)
Completed 80 hours in leadership development