Joshua A. Holland

• Developed Current training materials and process for new hires
• Found opportunities in training process and refined them to ensure future success, reducing staff attrition by 70%
• Developed calling campaign procedures to track success
• Developed tool for location awareness at each campus
• Developed appointment reminder call process resulting in a 40% increase of appointment shows
• Developed daily audit process, increasing appointment legitimacy and system accuracy
• Responsible for Temp call center operations
• Conduced Quality Assurance observations
• Provided feedback and coaching based QA scores resulting in a significant increase of future QA scores
• Traveled to other campus locations as ambassador
• Hired as opening team for new call center concept
• Helped trouble shoot and launch new call handling system
• Trained and mentored new hires and continued support after training.

• Mentor for at home agents to improve overall performance and connection to in center team
• Project manager for direct team incentive program, creating monthly themes and contests to increase measurable metrics
• Project manager for creating site incentive games, resulting in an increase in measurable metrics and cohesive supervisor interaction across all departments
• Manager for Healthy Living Committee for site wide healthy living awareness
• Served as SME and Project manager responsible for creating training materials and conducting all training classes for new rental car process
• Educated owners on maximizing their investment in Wyndham, by providing membership usage and travel options
• Used resort and area knowledge to sell resort time to non-owners, meeting and exceeding daily sales goals.

• Won Best in the West in three different categories for the months of October, November, and December
• Selected for Ambassador program during the Alltel conversion, teaching Verizon Wireless systems and culture
• Maintained Advanced Data Certification during 2010
• Organized and facilitated “Smart Phone” workshops and provided daily training to customers and team members
• Provided store support through inventory, returns, reports and sales
• Received recognition from area and regional directors for outstanding customer survey reports.

·Developed and promoted four Kitchen Managers, three Service Managers and three Assistant Managers.
·Trained hourly managers on scheduling and how to control labor costs.
·Assisted in exceeding our labor cost goals for the year by $27%.
·Developed and executed several local store marketing plans, resulting in an increase in sales of 14% over the previous year with a pass through of over 50%, achieving the best financial performance of the thirty Dallas market restaurants.
·Controlled budgets for kitchen supplies, office supplies, crew uniforms, laundry, maintenance and repair, and outside services.
·Maintained inventory variance of 0.20%.
·Identified opportunities to improve inventory control and variances, and executed action plans for crew and Kitchen Managers to resolve issues.

• Qualified Hawkeye
• Graduated with top honors from U.S Army Culinary School
• Graduated with top honors from U.S Army Hospital Food Nutrition School
• Received Commanders Commendation