Tim McClung

Sr Training Manager @DIRECTV

Huntington, WV, US

I deliver new hire training, call type training, cross training, and initiative based training in a classroom and virtual settings using a variety of teaching methods and media resources. I provide developmental coaching and feedback to new employees to enhance skill development and to meet the standards and expectations of the company. I develop new and tenured agents in understanding all areas of performance including, long term customer satisfaction, and productivity components that drive revenue and customer loyalty. I build and maintain business relationships, as well as open lines of communication with our business partners. I represent training as a Subject Matter Expert on key projects or initiatives that provide impact to the business as appropriate. I have a direct impact on the employee’s ability to perform the necessary functions of the Customer Service Representative position. The quality of the classroom facilitation, as well as the coaching and development provided by me also has a positive impact on Customer Service Representative attrition in both training as well as in the longer term assimilation and retention of the new hire in the Customer Service Representative role.

Marshall University

Music Teacher Education

Fairland High School

College Prep Minor Diploma, College/University Preparatory and Advanced High School/Secondary Diploma Program