SHIRLEY MCCLELLAN 1626 Cliftview Avenue * Baltimore, Maryland 21213 Home: (410) 878-1100 * Cell (443) 629-1200 Msshirley1106@gmail.

com TEACHER, TRAINER & MANAGEMENT CAREER PROFILE Seeking to Transfer Broad-Based Skill Set, 10+ Years of Experience in Training, Teaching, Sales, Service, Team Building, Call Center Operations, & Supervision S uccess into a Leadership Position Core Knowledge & Skill Areas: Customer Relationships Solutions Selling Strategies Call Center Operations Corporate Training Employee Motivation Customer Service Strategies Elementary Teaching Strong Organizational Skills Regulatory Compliance Issues Employee Coaching Excellent Verbal & Written Skills Employee Development ________________________________________________________________________________ ___________________ EDUCATION/ TRAINING BUENA VISTA UNIVERSITY Storm Lake, Iowa Provisional Alternative Teacher Certification TEACH FOR AMERICA SUMMER INSTITUTE 2010 Chicago, IL Teaching Practicum at Lavizzo Elementary School JOHNS HOPKINS UNIVERSITY Baltimore, MD MBA in Business Administration, 2009 SOJOURNER DOUGLASS COLLEGE BA in Administration and Management, 2006 RELEVANT PROFESSIONAL EXPERIENCE Publications Authored: The Telephone Selling Handbook: The Essential Elements of an Inbound Call. 2008 LULU.COM Publishing ISBN. 978-0-557-02200-7 RELEVANT EXPERIENCE TEACH FOR AMERICA ST. Louis, MO Hamilton eMINTS Elementary/Lavizzo Elementary Teacher (3rd grade), 6/10 to prese nt Hired as a full-time teacher following teaching practicum with Teach For America Summer institute 2010, instructing all academic subject areas to a classroom of 26 third grade students. Key Contributions: Earned high marks for the quality of classroom teaching, lesson plans and instr uctional materials used in teaching diverse subjects (e.g., language arts, math, science, social studies and history). Developed innovative approaches that were held as the model standard for meetin g district goals in areas including technology integration across the curriculum , experiential learning, literacy and diversity. Taught general education students and individuals with learning challenges with in a mainstreamed, inclusive classroom. Consistently commended for ability to redirect students exhibiting behavior pro blems by replacing disruptive, unproductive patterns with positive behaviors. Le d district-wide in-service on classroom management. COMCAST CABLE INC., Baltimore, MD 2007 2010 REGIONAL SALES AND RETENTION SUPERVISOR Directed Comcasts call center sales team. Assigned sales territories, set goals, and established training programs for their sales representatives. Advised sale s representatives on ways to improve their sales performance, achieve goals and obtain expected quotas. Delivered training on improving efficiencies and custom

er service. Selected Accomplishments: Implemented employee recognition program which helped increase employee satisfa ction and morale by 5%. Maintained number one evening sales teams for 3 consecutive quarters. Helped create call quality standards, wrote and reccommended plan for call qual ity monitoring - increase customer satisfaction by 6%. HERTZ CAR RENTAL, INC., Linthicum, MD 2005 2007 STATION CUSTOMER SERVICE AND OPERATIONS MANAGER Direct daily operation of high volume Baltimore airport, servicing over 1000 cus tomers a day. Managed all operational, sales, and customer Selected Accompli shments: Steadily increased revenues through strong focus on customer service, quality c ar inventory, and teamwork. Established and facilitated face to face refresher customer service training fo r all customer facing employees and increased customer satisfaction by 6% over t hree quarters. Received Hertz Gold Heart Award for cusomter satisfaction. Expanded customer base by ordering Green car fleet and specialty car fleet. Project Manager of United Way Campaign. BANK OF AMERICA, INC. St. Louis, MO & Baltimore, MD 2001-2005 QUALITY MANAGER (2000-2002), SR. PERSONAL BANKER/MANAGER TRAINEE (2002-2005) Counsel clients in the selection of financial products in order to meet their fi nancial planning and banking needs. Create and process client accounts providin g providing excellent customer service. Sell and refer bank products based on s pecific sales focus. Identify prospective clients and develop and implement pre sentations for clients. Originate and process consumer loan applications. Exte nsive knowledge of bank lending policies, practices, compliance, and underwritin g criteria. Established and managed telephone customer service team for newly formed HomeFoc us Title company (a Bank of America Subsidary). Implemented Call center qualit y standards and monitoring system. Selected Accomplishments: Consistently exceeded sales goals. Increased mortgage sales to over a million in revenue a quarter. Top mortgage s ales broker and trained other bankers on strategies to increase loan pipeline. Established a business ambassador program for all bank centers by requiring ban k center originated loans to go through HomeFocus Title Company. Established teller referral incentives to increase opportunities to gain new bu siness. New accounts and loans increased by 37%. Monitored and combated the activities of competitors to influence individual cu stomers.