This document contains a summary of William Weiner's professional experience and qualifications. Weiner has over 16 years of experience delivering corporate education and call center support. He has held leadership roles at T-Mobile and EchoStar, where he launched new call centers, developed training programs, coached employees, and ensured high quality customer service. Weiner has a background in broadcast communications and holds certifications in training. He has received several awards for his work and is involved in his community through mentorship programs.

1. William Weiner
203 Wright St. Apt. 204 | Lakewood, CO 80228 | 303-989-3914 | billweiner@comcast.net
Core Competencies
TELECOM, | IMPLEMENTATION, | TEAM LEADERSHIP, | LEADERSHIP DEVELOPMENT, | INTERPERSONAL COMMUNICATION, | MANAGEMENT SKILLS,
PROJECT MANAGEMENT, | RELATIONSHIP BUILDING,| TIME MANAGEMENT, | STRATEGIC PLANNING & ANALYSIS, | TRAINING & DEVELOPMENT WITH AN EMPHASIS ON
COLLECTIONS,
TRAINER APPRAISAL & IMPROVEMENT, | CALL CENTER START-UP, | OPERATIONS MANAGEMENT, | SERVICE QUALITY MANAGEMENT,
ACCOUNT MANAGEMENT, | MOTIVATION & COACHING, | VENDOR RELATIONS, | MS OFFICE, | WINDOWS PROFICIENCY, | COACHING
TEAM BUILDING,| VERBAL COMMUNICATION, | DISCRETION, | WRITTEN AND ORAL COMMUNICATION, | COLLECTIONS, | COMPUTER SKILLS ,
CLEAN DRIVING RECORD, | MICROSOFT OFFICE: WORD, EXCEL AND POWERPOINT, OUTLOOK, | DECISION MAKING, | CONSULTING.
HIGH ENERGY, | EMPLOYEE ENGAGEMENT, | BUSINESS ADMINISTRATION AND STRATEGY, | INTERVIEWING, | ORIENTATION, | CUSTOMER RELATIONS,
| CLOSING, | DOCUMENTATION, | DATA ANALYTICS, | ORGANIZATION,| PRESENTATION, | MICROSOFT SHAREPOINT,| PERSONAL TRAINING,
ELEARNING, | POLICY DEVELOPMENT, | SOFTWARE TRAINING, | CRITICAL THINKING AND PRIORITIZING, | OPERATIONS PERFORMANCE IMPROVEMENT,
FACILITATION,| ADULT EDUCATION, | TRAINING CREATION AND FACILITATING, | FILE MANAGEMENT, | LEARNING MANAGEMENT SYSTEMS, | FILING AND SCHEDULING,
TERMINATION MANAGEMENT, | LEAN THINKING, | TALENT MANAGEMENT, | HIGH FLEXIBILITY, | COLLABORATIVE, | PRESENTATIONS ,| HIRING, | FIRING,
NEW EMPLOYEE ORIENTATION, | RETAIL EXPERIENCE, | ONBOARDING EMPLOYEES INCLUDING LEADERSHIP, | TRAINING CREATION AND FACILITATION,|
HIGHLY PRODUCTIVE, | RESOLUTION, | CLAIMS, | HANDLING, | PROJECT COORDINATION, | TEACHING, | EDUCATIONAL EXPERIENCE, | PROBLEM RESOLUTION
I am a customer driven, goal-oriented professional with over 16 years of proven experience in delivering high-caliber corporate education and
Call Center support with the customer experience as my number one priority. Methodical with the ability to leverage insightful thinking to
creatively resolve customer concerns using sensible solutions. Thrive under pressure in fast-paced working environments. Utilize multitasking
capabilities to motivate teams and use allocated resources to fuel positive outcomes. I am able to excel autonomously to instill confidence in
others and forge fruitful teamwork efforts across diverse groups. Excel to seamlessly manage expectations and tackle full responsibility for
projects. Communicate seamlessly with a range of audiences. I am enthusiastic and driven towards an unparalleled customer experience.
Professional Synopsis
T-MOBILE USA, INC.| 2005 – 2016
SERVICE PARTNER MANAGEMENT TRAINING & QUALITY BUSINESS MANAGER
SERVICE PARTNER MANAGEMENT SR. TRAINER
SERVICE PARTNER MANAGEMENT TRAINER II
 Launch and actively support new outsourced collections Call Centers globally and domestically; deliver training curricula to
leadership in new Centers and across multiple service partner locales
 Certify new Training Managers, Quality Managers, Trainers and Service Partner Training staff to lead company education efforts;
includes “Train the Trainer” sessions for Service Partner Trainers and other site leadership personnel
 Deliver and support enterprise sales initiatives focused on question and curiosity based selling, globally
 Audit weekly training statistics for assigned outsourced sites; review performance trends and liaise with outsourced leadership to
garner positive results in sales, billing and technical lines of business
 Play a key role during calibration calls with Training and Quality Managers; support new methodologies and assess the
performance of each using previously-created development plans
 Evaluate new hire performance after 30 days across service partner sites; suggest best practices to Training, Quality and
Operations leadership for each and deliver feedback in a constructive manner to fuel forward development
 Clearly communicate training needs assessment findings to internal leadership
 Often travel globally to various locations including Asia, South Africa and South America to facilitate trainings; position consists of
70% to 80% travel in total
 Host “touch base” calls with BPO Training Managers to review performance and partner in crafting development plan
 Honored with the highest recognition award from the company and received numerous other awards in addition
FINANCIAL CARE FACILITATOR I
 Engaged in a two-month interim assignment in serving as an Operations Coach for the Financial Care Center
 Devised and proposed a new six week new-hire curriculum for a 700-person staff
 Drove the planning, delivery and follow-up efforts, as well as leading all continuing education programs for established personnel
 Led reporting and tracking of all class metrics at the close of each training day
 Assessed and summarized weekly metrics with leadership staff to ascertain the progress of the class as a whole, as well as
progress achieved on an individual basis for each student
 Coached individuals during final two weeks of the curriculum, including on-the-job instruction and daily debriefing
 Fielded course feedback including formal corrective action, individual coaching sessions and positive reinforcement
 Served as an online site champion for continuing education, including assignment of web courses
 Actively observed and aided in the development of new facilitation team members

2. 
William Weiner
Continued
ECHOSTAR SATELLITE LLC | 1997 – 2005
CUSTOMER SERVICE CENTER TRAINING SUPERVISOR/EXPERT COACH
 Managed all daily operations of the Training Department within a 1400-person Center; supervised a team of 21 Trainers and
continuously delivered performance feedback to each via monitoring and development efforts
 Created useful training documents and procedures across the Department to complement all self-developed trainings
 Directed student and class assessments over the course of the full training experience
 Assigned additional job duties to personnel as training progressed; conducted regular team meetings and related agendas to stay
apprised of workflow progress
 Authored performance reviews and appraisals that detailed the points of both pride and progress for each staff member
 Established new Call Centers nationally and internationally, including outsourced locations; supported all facets of each Center
with an emphasis on fostering and sustaining positive service partnerships
NATIONAL TECH. SUPPORT TRAINING & COMMUNICATION SPECIALIST/CURRICULUM DESIGN (YEAR – YEAR)
 Traveled domestically to lead Training Specialist teams for a total of five National Service Centers; also offered technical support
on a global level for outsourced service partners
 Devised and updated both introductory and advanced training materials geared towards customer retention
 Maintained technical training equipment and inventory for all EchoStar Service Centers across the country
CUSTOMER SERVICE AND SALES TRAINING SPECIALIST (YEAR – YEAR)
 Formed and dispensed training materials geared toward customer retention; also maintained new hire training and evaluation
peripherals in the midst of an evolving, fast-paced working environment
 Developed ongoing training for Customer Service Representatives, Coaches and managerial personnel, both at the new hire and
experienced levels
 Led regular periodic evaluations of all trainees, both in class and after the conclusion of training; also facilitated team meetings
each month to field personnel concerns regarding trainees
 Planned and executed special events for the Center, geared to serve over 800 employees across the facility
Education & Credentials
Associate of Applied Science, Audio/Video Broadcast Business, Colorado Institute of Art (with Honors)
Completed Courses, Broadcast Communications, City University of New York
Certificate of Completion, Television Production, National Cable Television Institute
Certification, Trainer University, T-Mobile USA, Inc.
Community Service
Mentor, Denver High School
Mentor, Pediatric Cancer Center
Mentor, Rainbow House for Youth
Honors & Involvement
Coach of the Month, T-Mobile USA, Inc.
PEAK Achievement Award, T-Mobile USA, Inc.
Power Zone Award, T-Mobile USA, Inc.
Distinguished Service Award, EchoStar Satellite (three consecutive years)
Member, Toastmasters International