1. Mechelle R. Radcliff
6358 Archmere Square East
Columbus, Ohio 43229
(614) 596-5371 Cellular
To implement my diversified skillsand training to best assess the needs which will ultimately achieve effective
requirements and time efficient operations.
10 years plus Office Supervisor experience, 10 years Trainer/Facilitator, 2 years of Design and Development,
Radcliff2 years Retail Management experience, 2 years recruiting experience, Payroll, Scheduling, All aspects of
Retail Store closing and opening procedures,Cash handling,Bank deposits.Skill in 10-key Calculation,Information
Management Systems, Automated Office Equipment,Switchboards,Multi-Line Telecommunication, Microsoft Word,
Microsoft Excel, Microsoft Access, Microsoft Internet Explorer, Microsoft Outlook, Microsoft Power Point, Lotus
Notes, Business Process Mapper, Goldmine for Windows, SAP, Telemarketing (Inside Sales) Marketing,Call Center
Customer Service, Training and Various Office Procedures, Ability to work in a fast paced environment with
minimal supervision while meeting deadlines.
Universal Trainer. Affinion Group, 300 W. Schrock Road, Westerville,OH 43081
September 2006 to May 2016
Deliver learning solutions(for example, courses, guided experience) in a manner that both engages the learner and
produces desired outcomes; familiarity with adult learning therory and techhnical training methods; manage and
respond to learner needs; ensure that the learning solution is made available or delivered in a timely and effective
manner. Prepare for training delivery; deliver various learning methodologies; encourage participation and build
learner motivation; facilitate learning; establish credibility as an instructor; create a positive learning climate;
deliver constructive feedback; ensure learning outcomes. Engage in Phase I (pre-work) and Phase III (on –the-job
application) activitiesrelated to training roll-outs.Interface successfully with all stakeholders and team members to
ensure successful outcomes. Stay current with trends in: learning; training and development research; new
materials, methods and techniques. Design and develop course content. Work with SMEs (Subject Matter Experts)
and identify end user’s training needs. Excellent interpersonal skills, verbal, and written communication skills.
Strong decision making and analytical skills. Proven leadership in any environment.
● Learn and take steps to increase skills and knowledge pertinent to the Trainer role.
● Learn and deliver curriculum for business units as assigned.
● Deliver new-hire and cross-training classes when needed.
● Follow all processes amd policies for training performance, conduct, and administative tasks.
● Provide on-going coaching, monitoring, and follow up with participants.
● Assist the Training Department with curriculrm development or other projects as able.
● The work is perfiormed in general office environment. May require availability for extended and non -
traditionla hours during peak periods.
M. RadcliffResume Cont. Page 2
2. Operations Support Analyst. Affinion Group, 300 W. Schrock Road, Westerville, OH 43081
April 2005 to September 2006
Duties: Process member request and escalated complaints with efficiency. Reporting daily processing activity.
Handle escalated member phone calls and sales agent inquiries with strong customer service focus. Communicate
process backlogs and inefficiencies to Support Coordinator. Other duties as assigned. Answer incoming calls from
members who are calling to inquire about services, billing and benefits. Meet call quality criteria and attendance
Assistant Manager. Deals Nothing Over A Dollar, 581 South State St., Westerville,OH 43081
July 2002 to January 2005
Duties: Open store, verify cash tills, Cash handling, Order freight, Make weekly schedules, Process payroll,
Distribute duties among cashiers and stock employees, Counsel and discipline employees, Customer service, 100%
Aisle recovery, Close store, All aspects of retail store procedures.
Enrollment Coordinator. Corafran, P.O. Box 498-495,Chicago,IL, 60649
June 2002 to December 2003
Duties: Exclusive Insurance Enrollment Coordinator for United Health Care; Handled insurance enrollments for
companies that had United Health Care as an option for its insurance provider; these companies had employees of
500 or more. Educate employees about the specific health care plans that were available to the empl oyees and
management staff. Educated the companies’ staff about differences in the health care plans that United Health Care
had to offer and the difference between the competition. Set up enrollment and health fairs, Marketing, Sales,
Overnight travel, Customer Service and Customer Contact, Office Management.
Office Supervisor/Branch Manager. Manpower Services, 5833 Sawmill Road,Dublin, Ohio 43017
June 2000 to June 2002
Duties: Manage staff to ensure that high quality of service to customers and temporary employees are being met.
Match the skills of the temporary employees to the needs of the customer. Conduct applicant screening interviews.
Conduct new hire orientation classes. Administer the training of employees to upgrade their skills for assignments.
Verify background checks and drug screening results. Coach and counsel staff to ensure quality performance and
job satisfaction. Conduct outside service calls to ensure quality service and expand business. Direct Cold Call
Marketing. Place employment advertisements. Participate in job fairs. Developing and retaining business by
providing outstanding customer service. Troubleshoot to resolve the problems or complaints of customers and
employees. Payroll for office staff and temporaries. Collections and light accounting procedures.
● Improve team and department performance.
● Administer routine monitoring and coaching sessions.
● Communicate and maintain departmental performance goals.
● Provide on-going training and motivational activities.
● Supervise customer service and sales associates.
● Maintain departmental workflow.
● Handle escalated concerns of clients and customers effectively.
● Coach weekly to all aspects of performance.
● Work closely with peers to build unity and to ensure maximum performance.
● Create/Run/Maintain incentive and recognition programs.
● Maintain department infastructure by succession planning.
● Follow through on all communication efforts.
M. RadcliffResume Cont. Page 3
Office Manager. Rumpke of Ohio, Inc., 1191 Fields Avenue, Columbus, Ohio 43201
3. October 1999 to June 2000
Duties: Managed the clerical and sales staff of the business. Counseled and took necessary disciplinary action to
ensure that the staff was working effectively. Tracked attendance and performance of employees. Follow-up calls to
potential customers. Tracked all weekly sales for the Sales Representatives. Inputted new sales and service
agreements into the computer. Handled all accounts payables and receivables for the clerical and sales staff. All
aspects of front and back office procedures.
Telesales Account Executive. Pearson Education, 4350 Equity Dr., Columbus, Ohio 43228
May 1997 to September 1999
Duties: Outbound sales calls to potential customers which were educators for higher education; elementary and
secondary education.Finding out what the customers’ needs and interest may be. Sending out samples to customers
with interest. Follow-up with the customer to see if they are satisfied with the product. Going after the potential sale.
Forecasting sales in a spreadsheet format. Closing sales and reporting all closed sales in a spreadsheet format.
Typing, faxing, copying PC skills and basic office skills and procedures.
Customer Service Representative. Pearson Education, 4350 Equity Dr., Columbus, Ohio 43228
May 1994 to May 1997
Duties: Inbound Call Center; took over 100 calls per day from educators requesting textbooks. Processed orders
over the phone for textbooks and samples of textbooks. Communicated with Sales Representatives to ensure that
customers received the proper textbooks samples; depending on the needs of their students. Quoted prices, verified
proper shipping and handling procedures with International customers. Processed returns and credits for orders
that were returned. Upsold coordinating teacher material that supported the books that were purchased by the
Brookhaven High School - Columbus, Ohio
Major: College Preparatory
Northeast Career Center - Columbus,Ohio
Major: Legal Secretary
ColumbusUrban League - Columbus, Ohio
Marketable Office SkillsTraining Center
Major: Computer/Software Training
The Corporate Coaching Clinic
MAGIC- Licensed Facilitator
ColumbusState Community College
Major: Human Resource/BusinessManagement
June 2008 to Present
Available Upon Request