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Rich Takacs
Senior Consultant
Cybernetic Learning Systems
Education
Richard Takacs holds a B.A. from Cleveland State
University.
Professional Experience
For over 20 years, Mr. Takacs has developed and
managed training projects primarily for customer care and support
organizations in the telecommunications industry. His experience
includes course design and development as well as training program
implementation and evaluation. Design and development skills and
experiences include needs analysis, materials design and development,
teaching strategy selection, and application of effective adult learning
techniques. Mr. Takacs also has extensive training delivery experience.
Among his many engagements are the following:
- Developed and delivered a wide variety of training courses
over a period of seven years as a contractor for OmniTech
Consulting Group, a subsidiary of Diamond Technology Partners.
Active in the design, development and deployment of customer
service, product, and technical topic areas.
- Developed and delivered course materials for Customer
Service Representatives in Bell Atlantic’s Telecom Industries
organization supporting that company’s efforts to move towards
competition in local telephone service markets and provide
excellent service.
- Developed and delivered initial training materials to
support the billing and collections activities of Customer Care
Associates for a long distance service provider in Mexico.
- Developed an extensive, learner-centered initial training
curriculum for AT&T Customer Service Operations. This training
program achieved a 20% increase in customer service ratings.
- Launched efforts to increase effectiveness of AT&T corporate
and client sales forces by fostering the development of
"customer focused" training programs.
- Developed a series of innovative performance support tools
in conjunction with an RBOC’s reengineering of its service
delivery process. Tools covered the following products,
services, and topics: Switched Access, Special Access (DS0, DS1,
DS3), Loop Design, and Circuit Design.
- Managed billing process reengineering of New York
Telephone’s Special Access Billing Operations center. Effort
involved developing new processes and designing appropriate
training materials and job aids to implement new procedures.
Resulted in reducing billing claims by 50%.
- Designed and implemented an accelerated training curriculum
for an RBOC’s ICSC operations centers, focusing on Switched
Access and Special Access basics, provisioning, and billing.
- Developed and conducted product training and competitive
issues seminars.
- Led training team at Ohio Bell Telephone Company responsible
for development, implementation, evaluation and maintenance of
all customer service and sales training for PhoneCenter Store
operations.
- Conducted needs analyses, and developed and evaluated course
materials for management and non-management personnel at Ohio
Bell Business Offices.
Prior Experience
Mr. Takacs has worked as an independent consultant,
and as a manager of training at AT&T and Ohio Bell. He began his career
as a course developer and instructor at Ohio Bell, specializing in
business special services.
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