Summary
Work History
Overview
Education
Skills
Work Availability
Timeline
Accomplishments
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Dylan Schrager

Dylan Schrager

Facilitator
Fort Lauderdale,FL

Summary

Professional facilitator with strong leadership capabilities and unwavering commitment to results. Adept at fostering team collaboration and adapting to changing needs. Skilled in conflict resolution, strategic planning, and effective communication. Known for reliability, organizational skills, and ability to drive continuous improvement. Experienced with leading and facilitating group activities, ensuring productive and engaging experiences. Utilizes strong communication skills to foster team collaboration and achieve goals. Knowledge of effective training methodologies and adaptive learning strategies.

Work History

Lead Facilitator

Insite Managed Solutions
06.2024 - 10.2025
  • Spearheaded full-cycle training strategy for frontline and management staff across departments.
  • Authored comprehensive training curriculum used across sites.
  • Partnered with leadership to integrate KPIs into all performance coaching frameworks.
  • Built out LMS tracking system for compliance training, improving completion rates.
  • Led monthly train-the-trainer sessions, mentoring junior facilitators and program coordinators.
  • Coordinated both in-person and virtual sessions across international teams and departments.
  • Collaborated cross-functionally to integrate new training with service standards and cruise operations.
  • Championed feedback loop system with trainees and managers to refine training approach in real time.
  • Mentored junior facilitators, fostering a culture of continuous improvement.
  • Collaborated with cross-functional teams to implement best practices in facilitation techniques.
  • Contributed to a high-functioning work environment by embracing teamwork principles.
  • Cultivated positive learning environments by fostering mutual respect, active listening, and support within groups.
  • Facilitated successful project completion by providing guidance on goal-setting, time management, and problem-solving techniques.
  • Championed a culture of continuous improvement among team members by modeling adaptability and openness to change.
  • Ensured compliance with industry standards and regulations through meticulous record-keeping practices.
  • Developed customized curricula tailored to diverse clientele, addressing specific needs and goals.
  • Promoted participant engagement through interactive activities and real-world application of concepts.

Training and Development Specialist

TurboDebt
02.2022 - 05.2023
  • Managed new hire bootcamps for high-volume call centers in both US and Mexico.
  • Created credit literacy modules to improve agent sales quality and compliance.
  • Audited and rewrote sales scripts to include objection handling and empathy techniques.
  • Coached underperforming agents, boosting productivity metrics by 40% within 60 days.
  • Presented team updates via PowerPoint and executive briefings; known for keeping it real and results-driven.
  • Reviewing files and navigating underwriting requirements to ensure files are ready for preapproval and accepted, reducing rejection rates.
  • Planned and conducted staff trainings with emphasis on credit report analysis and sales techniques.
  • Monitoring calls to ensure agents are compliant with company sales practices and effectively using rebuttals to overcome objectives to increase call to close percentages.
  • Reviewing performance reports of each agent to evaluate success rates of training programs and recommend improvements to upper management to enhance effectiveness.
  • Conducted needs assessments to identify training gaps and opportunities for development.
  • Facilitated workshops and seminars to promote continuous learning among staff members.
  • Developed instructional materials and resources for various training initiatives.
  • Evaluated training effectiveness through feedback surveys and performance metrics analysis.

Certified Debt Specialist

TurboDebt
04.2021 - 02.2022
  • Maintained high volume of calls and met demands of busy and productive group.
  • Utilized Vanillasoft CRM & Salesforce efficiently to manage sales pipeline, qualify and close new accounts, while responding to emails, text to retain current clients
  • Ability to thrive in high-pressure call centers, working ten-hour shifts, taking live transfer calls and reaching out to scheduled appointments
  • Debt Settlement is not something that anyone wants 9/10 of my clients are looking for loans, grants, or credit lines but ultimately sell them on our program.
  • Advising prospective clients on the disadvantages of other forms of debt relief ultimately leading to benefits of Debt Settlement.
  • Examining credit reports and preparing financial budgets in order to help clients understand that they need our services.
  • Monitored customer accounts for payment delinquency and initiated collection efforts.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Analyzed customer financial records to determine appropriate payment plan.
  • Updated, entered and reviewed customer data.
  • Calculated quotes and established payment methods for sales.
  • Developed strong relationships with customers to foster timely payments and account resolution.
  • Responded to customer inquiries and provided detailed account information.
  • Reduced clients'' overall debt by negotiating with creditors and creating customized repayment plans.
  • Developed personalized repayment plans tailored to individual client needs and circumstances.

Account Executive

Bankers Healthcare Group
11.2020 - 04.2021
  • 100 cold calls, emails, texts, made daily to prospective applicants using Salesforce CRM to qualify and close new accounts
  • Utilize independent discretion and judgment to analyze and assess information related to customer assets, income, debts, and decide which financial and loan products best meet customer needs based on their financial circumstances
  • Explained benefits of BHG Commercial loans to prospects to convert them into applicants.
  • Supplying white glove service to each applicant.
  • Advised customers accordingly on all advantages and disadvantages of financial products.
  • Taking Loan applications by phone, running and reviewing credit reports, generating all applicable documents for each type of loan.
  • Following up with qualified applicants to collect back up documents necessary to move applications over to underwriting.
  • Communicating directly with closing department to schedule closing calls with applicants.
  • Utilized marketing strategies and personally generated over 2 million dollars in new business funding in 3 months.
  • Top 8 out of 40 in Sales Academy.
  • Consistently Maintaining Goals and hitting monthly Benchmarks.
  • Ability to keep and efficiently manage Sales Pipeline using Salesforce.
  • Managed sales cycle to maintain solid customer base.
  • Leveraged marketing channels and sales strategies to develop pipeline and increase profitability.
  • Leveraged CRM to collect, organize and manage sales data and customer information.
  • Executed successful sales strategies to convert leads into customers.
  • Collaborated with cross-functional teams to design tailored financial solutions for healthcare professionals.
  • Led negotiations with clients, ensuring favorable terms while addressing specific needs and concerns.

Retention Manager

Pitbull Tax Software
10.2019 - 11.2020
  • Developed new strategies for customer retention activities.
  • Maintained rapport with current clients to make sure clients stay satisfied and will continue to renew each month.
  • Training new employees, creating training manuals/curriculums for future and newly hired Sales Executives.
  • Established appointments with prospective buyers to demonstrate software features and benefits.
  • Advising customers on technical matters and recommending proper computer configurations.
  • 100 cold calls made daily, building rapport with prospects to create new sales and renewals.
  • Investigating additional items and making recommendations for purchasing software.
  • 25% travel, Attended multiple trade shows and networking events to introduce and discuss tax products.
  • Answering Customer service/technical support calls assisting customers with software issues.
  • Generating commission and expense reports monthly.
  • Creating and presenting PowerPoints via webinars to generate leads and eventually sales.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions

Customer Retention Specialist

AT&T
05.2018 - 12.2019
  • Ability to thrive in a high-pressure call center environment, with set metrics and goals constantly exceeding monthly metrics
  • Building rapport over the phone with over 100 customers each week to resell the value of our product and effectively retain their business
  • Providing white glove service with the proven ability to de-escalate irate customers by building rapport on each call and using empathy to relate with them while homing in on their “WINS” (Wants Interests and Needs) to influence their decision to stay with the company and even upselling clients’ packages in order to increase profitability
  • Answering Customer service/technical support calls
  • Reviewing customer bills helping clients understand their charges and working with our back office to fix any billing or promotional discrepancies.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Maintained up-to-date knowledge of product and service changes
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Investigated and resolved customer inquiries and complaints quickly
  • Promoted available products and services to customers during service, account management, and order calls
  • Educated customers about billing, payment processing and support policies and procedures
  • Adhered to appropriate legal scripting when required
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Exhibited high energy and professionalism when dealing with clients and staff
  • Met customer call guidelines for service levels, handle time and productivity
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Investigated and resolved accounting, service and delivery concerns

Team Lead - Retention/Customer

AT&T
12.2018 - 10.2019
  • Managed over 25 Agents, responsible for handling customer escalations.
  • Monitoring calls to ensure agents are staying compliant.
  • Reviewing performance statistics to ensure agents are meeting their metrics.
  • Aiding newly hired agents, coaching them to improve their numbers and correcting behaviors to make agents more effective.
  • Creating and presenting PowerPoints for weekly team meetings
  • Helping new classes learn proper retention practices as well as training agents to efficiently use eight different CRM applications.
  • Exercised leadership capabilities by successfully motivating and inspiring others
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Developed and maintained courteous and effective working relationships
  • Resolved problems, improved operations and provided exceptional service
  • Strengthened communication skills through regular interactions with others.
  • Worked well in a team setting, providing support and guidance.

Sales Executive

Pitbull Tax Software
07.2017 - 11.2018
  • Setting up appointments with prospective buyers to demo software features
  • Advising customers on technical matters and recommending proper computer configurations
  • 100 cold calls made daily, building rapport with prospects to create a book of business
  • Investigating other items and making recommendations for purchasing software
  • 25% travel, representing the software and networking to introduce and discuss our products.
  • Answering Customer service/technical support calls assisting customers with software issues
  • Generating commission and expense reports monthly
  • Creating and presenting PowerPoints via webinars to generate leads and eventually sales
  • Contributed to event marketing, sales and brand promotion.
  • Presented professional image consistent with company's brand values.
  • Developed, maintained and utilized diverse client base.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
  • Negotiated prices, terms of sales and service agreements.
  • Built relationships with customers and community to promote long term business growth.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Stayed current on company offerings and industry trends.
  • Researched sales opportunities and possible leads to exceed sales goals and increase profits.
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
  • Met existing customers to review current services and expand sales opportunities.
  • Set and achieved company defined sales goals.
  • Maintained current knowledge of evolving changes in marketplace.
  • Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads.

Key Holder/Assistant Manager

Robert Wayne Footwear
08.2014 - 07.2017
  • Managed cash and credit transactions, open and close-out cash registers at the beginning/end of each workday
  • Count shipment to ensure all shoes are accounted for and included in inventory balances
  • Manage sales forecast and budgeting
  • Responsible for guiding customers to their desired product
  • Aiding sales associates to improve their selling techniques
  • Depositing excess cash to keep a minimum balance in the cash drawer.
  • Implemented loss prevention strategies to minimize store shrinkage
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths
  • Oversaw store operations by counting cash drawers, reviewing equipment management, and supervising staff
  • Managed store personnel by delegating tasks and supervising daily operations
  • Mentored new sales associates to contribute to store's positive culture
  • Marked-down clearance items and relocated merchandise to proper store areas
  • Inspected stocks to identify shortages, replenish supply and maintain consistent inventory
  • Maintained clean, adequately stocked, and organized store by streamlining daily operations and introducing new procedures
  • Evaluated data on stock levels, customer sales and other factors, assessed trends and reported on findings to help senior management make effective operational decisions
  • Educated staff on strategies for handling difficult customers and challenging situations
  • Streamlined opening and closing procedures as integral member of store staff
  • Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized
  • Engaged with customers to build rapport and promote long-term loyalty for increased sales
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages
  • Trained newly hired sales team in upselling techniques

Overview

11
11
years of professional experience

Education

Bachelor of Science - Finance, Economics

Florida Atlantic University
05.2017

Skills

  • Proven leadership skills and ability to motivate
  • Microsoft Office (Excel, Word, PowerPoint and Outlook), Data Entry
  • Cold Calling
  • Salesforce
  • Prospecting
  • Business Development
  • B2B
  • Quota
  • Sales Expertise
  • Product and Service Sales
  • Marketing
  • Management
  • Credit Report Analysis
  • Team Leadership
  • Client Relationship-Building
  • POS System Expertise

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Lead Facilitator

Insite Managed Solutions
06.2024 - 10.2025

Training and Development Specialist

TurboDebt
02.2022 - 05.2023

Certified Debt Specialist

TurboDebt
04.2021 - 02.2022

Account Executive

Bankers Healthcare Group
11.2020 - 04.2021

Retention Manager

Pitbull Tax Software
10.2019 - 11.2020

Team Lead - Retention/Customer

AT&T
12.2018 - 10.2019

Customer Retention Specialist

AT&T
05.2018 - 12.2019

Sales Executive

Pitbull Tax Software
07.2017 - 11.2018

Key Holder/Assistant Manager

Robert Wayne Footwear
08.2014 - 07.2017

Bachelor of Science - Finance, Economics

Florida Atlantic University

Accomplishments

  • AT&T Platinum Pinnacle Award 1st quarter
    January 2019
    Awarded for providing excellent customer service, ability to lead and motivate team members. Was nominated by fellow peers as well as upper management.
  • AT&T Platinum Pinnacle Award 2nd Quarter
    August 2019
    Awarded once again for providing excellent customer service, ability to lead and motivate team members. Was nominated by fellow peers as well as upper management.

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Dylan SchragerFacilitator