Caleb J. Howell
Cleveland,TN
Summary
IT and Business Technology Professional with 10 years of experience improving enterprise systems, automating processes, and leading cross-functional initiatives. Skilled in Salesforce, Qualtrics, Google Workspace, Okta, and AppsScript, with a track record of delivering technical training, building analytics dashboards, and optimizing workflows for large teams. Known for servant leadership, driving compliance and adoption of new programs, and enabling teams through clear communication, data-driven insights, and technology enablement.
Overview
10
10
years of professional experience
Work History
Senior Specialist, Learning & Development
Whirlpool Corporation
Cleveland, TN
10.2015 - Current
- Delivered 300+ hours of Salesforce CRM training to 150+ employees, earning top ratings for trainer effectiveness and clarity.
- Designed and deployed AppsScript automation that eliminated ~10 hours of manual reporting work per person weekly, ensuring standardized and error-free workflows.
- Built Qualtrics dashboards and compliance models to monitor quality performance, while leading initiatives to drive program adoption across the organization by routinely gathering stakeholder requirements, aligning needs with business goals, and coordinating directly with Qualtrics Support to implement updates and enhancements.
- Led cross-functional initiatives to implement the Domestic & General Extended Warranty Program, including coordinating project timelines, developing training materials, driving documentation, and ensuring seamless organizational adoption with 100% compliance.
- Received multiple BRAVO! Awards, including the Leading My Team: Serve & Bias for Action award (2025) for leadership, ownership, and commitment to team success.
- Managed and resolved 50+ high-priority escalated cases per week, maintaining a 90% first-contact resolution rate for complex issues.
- Negotiated and authorized high-value customer solutions while consistently achieving customer satisfaction above 95%, balancing empathy with business policy.
- Developed a Google AppsScript tool that centralized chat responses for a 25-person team, cutting response lookup time by 50% and ensuring message consistency.
Education
B.S. - Business Information Technology Management
Western Governors University
09.2025
Skills
- Process automation and reporting
- Salesforce CRM
- Project management
- Employee training
- Automation development
- Leadership skills
- Risk management
- Continuous improvement
- Apps Script and Qualtrics
- CRM and enterprise systems
- Salesforce and Genesys Cloud
- ECRM and Okta
- Compliance and quality metrics
- IT training and end-user enablement
- Escalation and resolution management
- Cross-functional collaboration
- Servant leadership
Timeline
Senior Specialist, Learning & Development
Whirlpool Corporation
10.2015 - Current
B.S. - Business Information Technology Management
Western Governors University