STAN CHANCELLOR

18081 Midway Rd. #3038

Dallas, Texas 75287
[email protected]
469-544-7276

Teaching Ideas and Image…

Until April of 2009, I was chief instructor at IBM. More significantly, I’ve played a pivotal role in developing and live-
testing the training protocol soon to be the global standard for IBM, as well as Cisco Systems.
Prior to that, I have extensive call center customer service experience from 2005 until 2007 working for IBM and Cisco
Systems (collaborative effort between the two companies) as well as call center experience working for Experian Credit
Bureau.

Professionals in every field, especially instruction must be aware of these changes and possess the expertise and an
enterprising attitude to keep client personnel well-informed
I have a proven track record of success in a variety of teaching and public speaking environments geared to conveying
information and image to large numbers of people.

 I have taught age ranges from below 8 and above 68 in the Peace Corps, college-aged students in medical
school, as well as Gen X and Gen Y personnel at IBM.
 The education levels from illiterate to final-year medical students.
 The topics I’ve taught range from teaching someone how to read, to calculus and geometry, to customer
service, to one-on-one conflict management and feedback , to hands-on surgical procedures.
 I also have feedback experience in calibrating new students into fine-tuned operators.
 I privately tutor math, at levels from Elementary school to Calculus. My longest running client (2.5 years)
improved from an average score of 40% to 100% on his first Algebra test after meeting with me for the first
time.

Given the combination of these, I am confident I would quickly be valued as a contributing member of your team.

Thank you for your consideration. Should you have any additional questions I can be reached at (469) 544-7276
 STAN CHANCELLOR
18081 Midway Rd. #3038
Dallas, Texas 75287
[email protected]
469-544-7276

Focus: Instructor

WORK H I S T O R Y
Cartus Call center, Irving, TX (April 2009 – Sept 2009)
• Customer Service Agent
• Top Percentage Cross Selling Recognition (July, Aug, Sept)
• 100% Compliance to call center metrics (9 consecutive weeks)
• Wrote program to increase efficiency by 32%

IBM, Richardson/Cisco Facility (Nov 2005 – April 2009t)

• Head Trainer/Instructor for Customer Service Reps
• Escalations Team – Negotiation/Conflict Resolution
• Customer Service Feedback team Leader – Customer Sat issues
• Co-Designed Global IBM Training Protocol with IBM Development team in Greenock,
Scotland and Charleston, South Carolina liaisons
• Development Education team – to streamline Cisco Systems Training Protocol
• Audit Evaluation Team Leader - Evaluating Global Audit scores for personnel with
accompanying one-on-one re-training
• Among Top Five Customer Service monthly performers March 2006 – May 2007 –
Highest Customer Satisfaction scores May, Oct, Sept, and Dec, 2006
• Call Center experience:
1. Provide extensive inbound/outbound phone support to customers related to order inquiries in
contact center environment
2. Adapt quickly to new processes and demonstrate effective execution of newly acquired
skills
3. Call center resolution of Order Management/Return Processes/Federal Orders/Escalated
Orders (member of Escalation Team)/Service Updates/Order Holds release/Discount Issue
and Tax Issue Resolution/Customer Service General Queries/User Profile Updates/Internet
Commerce customer assistance

Experian, Credit Bureau Call Center (March 2005 – July 2005)

• Call Station/Mail credit report processing as Call Center Representative.
• Credit report updates and research
• of note: perfect attendance
• Call Center experience:
1. Provide extensive inbound/outbound phone support to customers
2. High volume incoming call experience (4 minute/call)
3. Adapt quickly to new company processes and protocol and demonstrate effective
execution of newly acquired skills
4. Call center resolution of Correction of Report Inaccuracies/Credit Report research/Customer
Service General Queries/Client Profile Updates

Capital One Auto Finance (April 2004 – March 2005)

• Funding approval/ Loan approval
• Vault Archive team - Imaging Department
• *of note: perfect attendance

Peace Corps/Americorps National Civilian Community Corps. (1995-1996)

• Trained Public Relations Officer, US Govt. - contacted local newspapers/television for
press opportunities and media relations
• Initiated, organized, and planned after-school activities in an inner city school
• Master of Ceremonies, Veteran’s Day Commemoration, Perry Point Veteran’s Hospital
• Taught at-risk children how to read
• Certified Forest Fire Fighter
 Personal Assistant to Larry King of CNN (1992)
• Special Guest services
• Dallas/Fort Worth liason

Currently:
Cartus (April 2009 – Present)
• Call center agent – climbing towards my goal of call center instructor position

VOLUNTEER WORK EXPERIENCE

Extensive Events Planning Experience:

Events Coordinator and creator of Homecoming Celebrations.

University of Texas at Dallas, Student Government (1992-96)

Budget management figures:

Given a $3000 budget, exceeded expected attendance by 30 percent and came in 15% under
budget. The volunteer staff under my authority was 106 people divided into 14 overlapping
subcommittees. Accountable for all results to Administration.

Following year, given a doubled budget ($6000), exceeded expected attendance by 30% and
initiated and executed innovative fund raising which brought the project 20% under budget, (33%
improvement over last year.) Established protocol and procedures for program longevity.

Founding Father of Zeta Beta Tau fraternity(1993)

Americorps (domestic Peace Corp) (1995-6)

Taught a 70-year old man how to read in my off-hours

E D U C A T I O N
 Medical School, University of West Indies(1997 – 2003)
 Instructor for minor surgical procedures for 3rd year students.
 University of Texas at Dallas BS in Biology(1995)
 Case Western Reserve University (1992)

POINTS OF INTEREST
 Handwriting Analyst, 14 years experience
 Worked for Larry King under CNN , Ross Perot Nat’l Convention
 Extra in Steve Martin movie, Leap of Faith (1994)
 Black Belt in Aikido, Japanese martial art
 Founding member Dallas Sushi Club
 Kayaking – Venezuela, Trinidad, Tobago, Goa, Austin, TX,
 Master of Ceremonies, Veterans Day Tribute, Perry Point Veterans Hospital of Maryland

A W A R D S R E C E I V E D
 Employee of the Month (1992,1993,1994)
 Highest Customer Service Score award, monthly intervals (2006-2007)
 Graduation Commencement speaker (1995)
 References
Professional
Arthan Guilder – Learning and Development Instructor, Cartus 972-870-2942
David Gregory – Team Manager, Cartus 214-926-3525

David Felton – Training/Instruction Department Head, IBM, 469-789-9036 [email protected]

Jim Miller – Audit Team, IBM, 214-837-8517 [email protected]

Steven Martin – Returns Team, IBM, 214-564-0821

Renee McSwain – Head of Post shipping, IBM, [email protected]

David Cham – Federal Team, IBM, [email protected]

Chuck Hughes – Federal Team, IBM, [email protected]

Nikidra McKinley – Escalations Team Lead, IBM, [email protected]

Bobby Gordon – Escalations Team Lead, Cisco Systems, [email protected]

Personal
Tim Hoffman
CEO and Chief Architect at Higher Mobility, CEO Oblivion Magazine
469.867.4956 cell

Amanda Pittman
Executive Education Advisor
Estee Lauder
214-493-8733

George Radtke
Aeronautical Engineer, Perot Systems
469-688-4786

Donna Brown
University of Texas at Arlington
Professor of English and Creative Writing, writer
817.358.9486 home
817.272.2692 office
[email protected]
 Professional Endorsements
“…Stan is the best rep in order management/expedite/etc, that I have worked with in the last 6.5 years here at Cisco. I have been
having a hassle getting a current order shipped and Stan clearly netted out the options and advised on the best course of action.”

Eddie Dixon

“Stan – to be blunt – was awesome – he was able to figure out the problem and fix it in a matter of minutes – all while keeping me
informed of the progress he was making. He also made some suggestion in case we have a similar problem in the future!

His calm and re-assuring voice was very much welcomed! “

Art Mattiello,

Cisco Systems

“…Stan went above beyond to assist in booking a difficult order. In fact, I worked with 5 other people before this was booked. Efforts
like his are much appreciated. “

Rob Conrad
Account Manager

“Thanks to Stan's willingness to work with me on this challenging case, I was able to resolve the multiple issues with my customer's
order during the course of one phone call... However, I can assure you that thanks to Stan, my customer will never know the extent to
which we worked to ensure that they get what they ordered in a timely fashion. “

Hil Mumma,

Account Manager
“He took charge of the issues and made sure they were sorted out in the first hit. He checked and balanced with me to make sure I was
getting the same view of the issue and followed up both with a mail. He gave me real confidence for any future dealings with him.”

Pete Rigos