Beverly Ramsey
Norcross,GA
Summary
Dynamic leader with a proven track record at SAFE-GUARD PRODUCTS INTERNATIONAL, excelling in employee development and project implementation. Spearheaded innovative training programs and strategic projects, achieving over 95% quality rates. Expertise in technical training and fostering team growth showcases a blend of critical hard and soft skills.
Overview
10
10
years of professional experience
Work History
Training Specialist / Operations Department
SAFE-GUARD PRODUCTS INTERNATIONAL
Atlanta, GA
06.2022 - 02.2025
- Delivered comprehensive new hire training within the Tire & Wheel Department.
- Facilitated training sessions for new customer service hires at Gap.
- Led Career Ladder training sessions focusing on employee development.
- Produced and revised documentation tailored to Tire & Wheel, along with Cancellation needs.
- Facilitated skill development for both newly onboarded and promoted team members.
- Supervised calls in Academy Bay to confirm proper call handling.
- Kept abreast of all updates in departmental operations.
- Supported integration efforts across various organizational departments and sites.
- Cultivated a culture of accountability, ownership, and dedication to training.
Project Analyst
SAFE-GUARD PRODUCTS INTERNATIONAL
Atlanta, GA
11.2019 - 06.2023
- Enhanced comprehensive overview highlighting automotive F&I services.
- Develops project strategy plans in coordination with Project Manager
- Facilitated collection of essential data for project intake, approval processes, and prioritization.
- Partners with project team to identify the goals and requirements of each project
- Ensures adherence to deadlines, targets, and communication plans.
- Creates and manages documentation and reports for projects
- Verifies and analyzes data and information to suit the direction of a project
- Tracks, forecasts, and reports on project progress including metrics, risks, and changes
- Participates in the development of processes and systems to drive service level agreements, efficiencies, customer experience, sales, and profitability
- Drives and supports multiple work streams with several interdependent functions and organizations with a variety of stakeholders
- Supports effective implementation of business solutions.
- Facilitates the execution of strategic projects and process improvements.
- Effectively managed crucial situations through a blend of urgency and prudent thinking.
- Contributes to the operations team through involvement in customer support, daily management planning meetings, scheduling, operational planning
- Acts as subject matter expert for processes, associated technologies, business reporting, and data analysis
- Identified and addressed process inefficiencies in alignment with operational strategies.
- Analysis of existing reporting to ensure consumer needs are addressed and solutions are identified
- Develops working partnerships with business partners and stakeholders
Supervisor
SAFE-GUARD PRODUCTS INTERNATIONAL
Atlanta, GA
03.2019 - 11.2019
- Led supervision, coaching, and development of team comprising up to 20 payment processors.
- Drove success by prioritizing individual development for each team member.
- Organized events and activities fostering a positive corporate culture.
- Streamlined processes for collaboration between Tire & Wheel and Payment Processing Department.
- Enhanced efficiency in Auto Pay procedures for BMW, Agent Business and Customer Care product by Toyota.
- Managed client service level agreements effectively.
- Consistently achieved over a 95% quality rate for the team.
- Designed and implemented a recurring program to resolve payment issues effectively.
- Redesigned team structure to optimize Processor efficiency.
Supervisor
SAFE-GUARD PRODUCTS INTERNATIONAL
Atlanta, GA
05.2016 - 03.2019
- Supervised, coached, and developed team of up to fifteen Tire & Wheel Claim Adjusters.
- Maintain team metrics with consistent performance above 92%.
- Achieved year-to-date team metrics including QA at 94%, adherence at 96% and CSAT at 93%.
- Executed strategies fostering team development and engagement.
- Devised and managed educational program, Back to the Basics, for a combined group of US and Canadian adjusters.
- Crafted skill-based employee mentorship program to enhance professional branding and work ethic.
- Designed and managed comprehensive training courses under the Back-to-Basics program.
Supervisor
SAFE-GUARD PRODUCTS INTERNATIONAL
Atlanta, GA
07.2015 - 05.2016
- Oversaw daily activities and task assignments for a team of 12 representatives to ensure productivity.
- Monitored progress of department goals, ensuring attainment.
- Collaborated with Quality Assurance to create and implement Gap Customer Service Training in US & Canada.
- Contributed to setting up a team dedicated to managing GAP claims.
- Managed and resolved escalated customer calls.
- Collaborated with customers, agents, and lienholders to ensure timely resolution of claims.
- Manage resolutions for escalated problems linked to tires, wheels, and cancellations.
- Ensure all relevant information is accurate for assisting with claims on Safe Lease, Theft and Harley contracts.
Skills
- Employee development
- Product development
- Classroom expertise
- Training evaluation
- Technical training
- Performance assessment
- Blended learning
- Soft skills training
- Onboarding programs
- Training program development
- Project implementation
Timeline
Training Specialist / Operations Department
SAFE-GUARD PRODUCTS INTERNATIONAL
06.2022 - 02.2025
Project Analyst
SAFE-GUARD PRODUCTS INTERNATIONAL
11.2019 - 06.2023
Supervisor
SAFE-GUARD PRODUCTS INTERNATIONAL
03.2019 - 11.2019
Supervisor
SAFE-GUARD PRODUCTS INTERNATIONAL
05.2016 - 03.2019
Supervisor
SAFE-GUARD PRODUCTS INTERNATIONAL
07.2015 - 05.2016
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