1. ALLISON A DREW
(972) 415-7506
ALLISONDREWTKD @ YAHOO . COM
TRAINING PROFESSIONAL
Dynamic, confident training professional with expertise in leadership development, curriculum design, technical training,
performance improvement and quality in call center environments. Highly effective in supporting training initiatives
including national sales campaign roll-outs, new hire software training; and writing and training in call center customer
service procedures. A creative thinker who has produced unique solutions; and innovative training strategies and delivery
methodologies (adult accelerated learning) that always make a major impact on the learning process. Demonstrates
strong interpersonal skills; ability to build rapport, credibility, collaborate and partner with senior management. Detail
oriented; adaptable; consistently embraces challenges and delivers measurable results in improvement to benchmark
requirements and customer satisfaction scores.
KEY COMPETENCIES
Quality Assurance Project Management Leadership Development Training
Curriculum Design & Development Performance Improvement Technical Training
Standup Delivery Conference Call Facilitation Side-by-side Coaching
PROFESSIONAL EXPERIENCE
Action Martial Arts Allen, Texas 2007 - Present
Martial Arts Instruction
Owner/Instructor
Manage and instruct children and adults in martial arts classes. Develop curriculum, evaluate and adjust student
enrollment and retention, develop and implement marketing strategies, and engage in community service
activities.
Significant Achievements:
 Inducted into the Instructor Hall of Fame 2004
 Voted #1 Martial Arts School in Collin County by Momsoutloud.com
United States Taekwondo Foundation Plano, Texas 2005 - 2006
National Martial Arts Organization
Chief Information Officer
Planned International annual conference held in Las Vegas. Coordinated registration, tournament set-up and
break down, international travel arrangements, online registration, and marketing campaign including web content
and printed materials. Made $50K in profit which was one of the most profitable in the history of the association.
CenturyTel Monroe, LA 2003 - 2005
Telecommunications Organization
Trainer /Coordinator
In a call-center environment, supported the development of customer service representatives, including telemarketing
sales, order processing, and handling complaints. Conducted a 6-8 week intensive training of new representatives
including orientation, procedures, soft skills and software utilization. Maintained the center training calendar of
workshops, training classes, projects, travel/vacations and curriculum activities.
• Monitored and performed side by side coaching of associates that improved performance and quality of technical
order processing and handling of inbound and outbound customer calls.

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• Reviewed order metrics on a monthly basis which included orders completed, time processing, number of outstanding
orders, and number of errors that improved productivity.
• Attended monthly team meeting with supervisors and teams answering training and performance questions and
gaining feedback from customer service representatives.
• Delivered pre and post shift meetings for call center staff to disseminate national sales campaign roll-out information,
covering order processing issues, and reviewed upcoming center events.
• Created and designed visual aids for presentations utilizing PowerPoint and Excel spreadsheets.
• In charge of/generated weekly meeting and training attendance reports for the Center Manager and the VP of
Customer Service
• Created, administered and graded knowledge and order processing tests then updated test scores in database.
• Created and reviewed the online handbook billing order updates with regards to support functions and directory.
Processed sales orders involving over 250 types of orders to remain proficient for training purposes.
Significant Achievements:
 Became the expert in Directory Billing orders. Selected to develop and train other call center representatives to
process directory orders with emphasis on accuracy and meeting deadlines.
 Analyzed training methods utilized and the gap in performance expectations. Investigated and implemented
accelerated learning techniques such as using posters, signs, games and activities that enhanced learning outcomes.
As a result, order processing turn around time expectations were met on a monthly basis and consistently met all
benchmarks of either 24 to 48 hours.
 Selected as support center liaison for the ensemble billing platform conversion. Trained Business Sales
Representatives (BSR’s) in both the northern and southern regions involving call centers in the new billing
procedures. Assisted in writing order processing flow charts to be added to the online CSR handbook. This resulted
in a smooth transition and improved performance to handle order processing.
 Developed new order processing procedures’ for the CSR’s to utilize which corrected the order process issue
involving 911 routing. This saved the company in potential lawsuits and financial risk. Recognized for achievement
by the Corporate Customer Service Manager
E D U C AT I O N
BA, University of Louisiana at Monroe, Monroe, La
PROFESSIONAL DEVELOPMENT
Franklin Covey Time Management
True Colors
Soft Skills Training Program
TECHNICAL SKILLS
MS PowerPoint MS Word MS Excel
Ensemble CRM Lite Illuminate
C E R T I F I C AT I O N S
American Society for Training and Development- Dallas Chapter Member
5th Degree Black Belt
National and Internationally Certified Martial Arts Instructor