Experience

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  Pgl development, llc

  Mar 2008 - Dec 2014

  Sr. consultant learning & development

  Learning and Development Professional contracted with major corporations to execute exclusive Learning Models in the call center environment.Site Deployment Manager contracted by Aquant, LLC DIRECTV, LLC, El Segundo, CA. April 2014 - December 2014Drove performance improvement sales strategy deployment in 5 call centers for organizational effectiveness and developed standardized processes for key performance knowledge gaps. Sr. TrainerAlorica, Kennesaw, Ga. January 2013 - December 2013Preparing Call Center Agents for Open Season enrollment and registration campaign. Experience levels ranging from first time job seekers to highly experienced call center agents. Coordinated and hires training assistants to administer on-boarding and classroom support Training Consultant C3 Customer Contact Channels; Plantation FloridaJanuary 2011 - December 2012Delivered training and supported alignment of dynamic learning solutions for Universal Health Care, T-Mobile and Spirit Airlines. Partnered with learning and development team in designing curriculum to ensure maximum ROI and fulfillment of organizational needs to include conducting new hire training in U.S., Manila, Philippines, and Guatemala for Spirit Airlines Show less

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  Adt home security

  Jan 2015 - May 2018

  Manager, leadership development training

  Oversee leadership development for 200 leaders. Cultivate ongoing support for Field Sales, Phone Sales and Account Management with programs leveraging certifications in DiSC, Aubrey Daniels Precision Leadership, Behavioral Interviewing, Transition to Leader, Time Management and Effective Coaching and BLUE Continuous Improvement Management System• Certified mid and senior level management across 4 lines of business; Sales, Account Management, Collections, and Billing resulted in customer retention results of 8%.• Consulted with senior leadership for recommended performance strategies, developing curriculum that achieved 100% training goal in coaching• Utilized virtual training technology to reach 100+ sales leaders, increasing development opportunities and decreasing business cost Manager Training & Quality Assurance 2015-2017Directed leadership development and quality assurance training for National Sales and Retention Center. Managed 17 direct reports at 5 sites and oversite of three third party vender sites producing increase in leadership development by 80%.• Formed strategic alliance and ensured buy-in on implementations and evaluations by creating cross functional partnerships that influenced Training, Quality and Senior Leadership relationships. • Achieved quality reporting significantly for performance improvement and employee engagement. • Designed Standard Operating Procedures for training and quality department protocol, that eliminated redundancies and simplified processes resulting in internal efficiencies • Identified key behaviors and executed 10-minute daily huddles increasing sales by 12% above goal in 90 days. • Developed QA team of 8 to monitor and provide agent specific data leading to increasing sales to call by 5% month over month. Show less

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  Edward jones

  Jul 2019 - Aug 2020

  Branch office administrator

  Responsible for partnering with a Financial Advisor to help clients understand investing and realizing their financial goals utilizing an established process to create personalized financial strategies. Very proficient with resource tools and platforms that house all data reporting needed for client communication

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  Robert c. davis and associates

  May 2021 - Nov 2022

  Contract training facilitator

  Corporate Leadership & DevelopmentFacilitated nationwide 2-week Leadership Development Mid Management program for a major corporation. Courses included Safety, Operational procedures, DE & I, Performance Management, Emotional Intelligence and Frontline Leadership and Communication Styles