1. EDWARD MORRISON
43 Dalhousie Crescent, London, Ontario, N6K 1N7
Telephone: 519-694-3063 Email:firstname.lastname@example.org Website: www.ultimatehorizons.ca
Facilitator with excellent presentation skills and experience in public speaking and facilitation
HIGHLIGHTS OF QUALIFICATIONS
12+ years’ experience in training adults in Customer Service in a fast paced Call Centre environment.
Proficient in Google Chrome, Drive, Email, Office 365,Microsoft SharePoint, and Social Media tools such as
Facebook, Twitter, LinkedIn
Excellent team player willing to do whatever is needed to meet company goals
Experienced in building open, trusting relationships and advocating for those less fortunate
Fluently bilingual written and spoken English and French
EXPERIENCE AND ACCOMPLISHMENTS
Identified and assessed employee knowledge gaps, adapted specific curriculum and manuals to address gaps, reducing
customer waiting times in a call center
Conceptualized, developed and facilitated training on Active Listening, Probing and Verifying, Branding and Conflict
Resolution, ensuring employees represented the company’s values and mission
Organized and facilitated workshops to groups of 4 to 20 employees on various business programs and procedures,
empowering employees to respond accurately to customer inquiries
Provided monthly feedback on training results to supervisors ensuring company objectives were being met
Spearheaded a 7 month process of transferring the department to the U.S. head office which involved training staff on
differences and commonalities in products, website functionalities, business processes, laws, and cultures to ensure a
smooth and successful transition
Mentored and coached employees who were seeking new employment opportunities by exploring self-improvement
options, skill requirements, and qualifications
Created easy reference materials and demonstrated website functionalities to customers in various cities in Canada
Dealt with orders, registrations, product inquiries, website functionalities in a prompt and courteous manner using
excellent communication skills on the telephone and through email
Using strong business acumen, identified opportunities for increasing and enhancing customer satisfaction
Collaborated with supervisors to develop customer satisfaction survey for benchmarking performance resulting in a
30% response rate
Co-chaired a multi-departmental team to generate ideas to fundraise for United Way, resulting in a total of $1,420.00
Developed excellent relationships and resolution skills with customers, coworkers, and supervisors, contributing to
better staff relations and customer service
2. EDWARD MORRISON
Resume page 2
Facilitator (Volunteer) Junior Achievement London, Ontario 2005 - Present
Facilitate Economics for Success program for grade 8 students, once a year, demonstrating the importance of
going beyond High School with fun and interactive activities.
Soup Kitchen (Volunteer) Ark Aid London, Ontario 2014 - Present
Perform a variety of tasks, the first Wednesday of the month, to ensure those who are less fortunate receive a
warm meal and friendship.
Fund Raiser (Volunteer) Easter Seals London, Ontario 2013
Raised money in a team and repelled down 1 London Place, 26 floors, 330 feet to promote Easter Seals.
Fund Raiser (Volunteer) United Way London, Ontario 1997 - 2008
Coordinated and participated in various fund raising events, frequently raising up to $10,000.
Business Owner Ultimate Horizons Business Solutions London, Ontario 2015 - Present
Created, designed and delivered training/coaching programs enhancing organization’s ability to retain customers.
Trainer/Facilitator Amway Canada London, Ontario 2002 - 2014
Identified knowledge gaps and created learning to address related issues in the call centre.
Technical Support Amway Canada London, Ontario 2002 - 2014
Assisted customers with login problems on corporate website.
Order/Registration Processor Amway Canada London, Ontario 1996 - 2002
Processed customer orders and registrations over the phone and by email.
EDUCATION, TRAINING AND PERSONAL DEVELOPMENT
Information Technology Certificate Fanshawe College London, Ontario
Professional Certificate in Strategic Leadership University of Western Ontario London, Ontario
Professional Certificate in E-Learning University of Toronto Toronto, Ontario
Professional Certificate in Adult Education University of Western Ontario London, Ontario
Ontario Secondary School Diploma Glengarry District High School Alexandria, Ontario
Toastmasters First Class London, Ontario
Junior Achievement Economics for Success (Grade 8) London, Ontario