Daniel Gourley
Bakersville,USA
Summary
Strategic training manager with a track record of designing impactful training programs that elevate customer and agent satisfaction scores. Leveraged data analytics to inform decisions and drive organizational performance, ensuring alignment with client-driven KPIs and industry standards.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Training Manager
Transcom
Greenville, SC
12.2021 - Current
- As a training manager I am responsible for the designs, implementation and evaluation of training programs.
- Designed and maintained operational quality program which provides management with assurance that key service levels and policies are being adequately managed.
- Leading to improved customer and agent satisfaction scores.
Learning Specialist
Sitel
Spartanburg, SC
09.2019 - 12.2021
- Designed or conducted work-related training and development programs to improve individual skills or organizational performance.
- Leading to better agent and customer retention.
- I performed data analytics to ensure client driven KPIs are met.
IT Helpdesk Administrator
Alorica
Fort Myers, FL
12.2018 - 09.2019
- Served as the first point of contact for customers seeking technical assistance.
- Performing remote troubleshooting through diagnostic techniques and pertinent analysis.
- Determine the best solution based on the issues and details provided by the end-users.
Automotive Parts Advisor
PFC Brakes
Clover, SC
01.2014 - 01.2018
- Directed the distribution of goods and services by assigning sales territories, setting sales goals, and establishing training programs for the organization sales representatives.
- I performed order tracking and updates through SAP.
- In addition to consulting services I assisted with order processing and quality inspections.
Operations Manager/Sales
NVS
Fort Mill, SC
01.2008 - 01.2010
- As the call center operations manager works within a call center and oversees a team of agents who are responsible for answering customers' calls.
- By directing the agents and giving them tips and advice, I ensured that qualitative and quantitative objectives, such as customer satisfaction and efficiency, are being achieved.
Account Manager
Bell South
Charlotte, NC
01.2003 - 01.2008
- Cultivated productive long-term relationships with all assigned accounts, and managed all reporting and presentation needs for RFP's.
- Managed a portfolio of accounts from start to end, program execution inclusive of pricing, contracting, process and technology solutions.
Quality Control Technician
GC Valves
Charlotte, NC
01.2001 - 01.2003
- Quality inspector for industrial valve manufacturer.
- Reading blueprints, I assembled and tested high valves and inspected for performance standards.
- I performed many tests to ensure the quality of the product.
- This process took place in both the manufacturing and QA side of production.
- I used extensive blueprint knowledge, combined with laboratory techniques I ensured high quality products were delivered quickly and completely.
Education
Associates Degree - Computer Networking
Edison Community College
Skills
- Organizational skills
- Google Suite
- Training & Development
- Instructional design
- Business Development
- Classroom experience
- Microsoft Office
- Excel
- Training
- Microsoft Word
- Information management
- Front Desk
- CRM
- Customer Experience
- Customer Care
- LMS
- Customer support
- Laboratory procedures
- Microsoft Excel
- Inventory Management
- Powerpoint
- Salesforce
- Quality assurance
- Team Building
- English
- Analysis skills
- Microsoft Outlook
- Management
- Filing
- Account Management
- Data Entry
- Data collection
- Communication skills
- Teaching
- Time Management
- Telecommunications
- Cold Calling
- Classroom management
- Sales
- Call Center
- B2B Sales
- Content creation
- Quickbooks
- Customer Service
- MS Office
- RETAIL SALES
- Computer skills
- Administrative experience
- Curriculum development
- Microsoft Powerpoint
- Leadership
- SAP
- Office Management
- Accounts Receivable
- Payroll
- Office Equipment
- Multi-Line Phone System
- Marketing
- Sales Management
- Receptionist
- Communications
- Presentation Skills
- Coaching
- Manufacturing
- Training program design
- Performance evaluation
- Data analytics
- Customer satisfaction management
- E-learning development
- Employee relations
- Facilitation skills
- Project management
- Team leadership
- Communication strategies
- Coaching techniques
- Change management
- Conflict resolution
- Business administration
- Course planning
- Soft skills training
- Team direction
- Small group instruction
- Course design
- Training material updates
- Course development
- Performance metrics
- Training solutions development
- Motivational speaking
- FLUENT IN [LANGUAGE]
- Team development strategies
- Learning management systems
- Training oversight
- Employee testing
- New hire on-boarding
- Written and oral communication
- Program management
- Coaching and mentoring
- Needs assessment
- Training facilitation
- Leadership training
- Resource management
- Adult learning theories
- Technical training
Certification
- Driver's License, 06/01/24 to Present
- Phone Ninja Quality Assurance, 10/01/12 to Present, Certification in Phone QA best practices
- Basic Research 101, 12/01/08 to Present, Basic Research 101.
- Customer Relations Management 201, 10/01/08 to Present, Advanced certification in call center management. Focus on work flows and retention best practices.
- Customer Relations Management 101, 08/01/08 to Present, Providing outstanding customer service in a modern environment.
- Call Center Management, 08/01/08 to Present, Certification in call center management. Certification in call center leadership and best practices.
- CPR Certification, 07/01/19 to 07/01/21, CPR/AED/BLS First aid. Adult, child and infants
Volunteer Experience
- Unified Coach (Soccer/Equestrian Events), Special Olympics
- Coach, Rideability Therapeutic Riding Center
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Training Manager
Transcom
12.2021 - Current
Learning Specialist
Sitel
09.2019 - 12.2021
IT Helpdesk Administrator
Alorica
12.2018 - 09.2019
Automotive Parts Advisor
PFC Brakes
01.2014 - 01.2018
Operations Manager/Sales
NVS
01.2008 - 01.2010
Account Manager
Bell South
01.2003 - 01.2008
Quality Control Technician
GC Valves
01.2001 - 01.2003
Associates Degree - Computer Networking
Edison Community College