Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Justin Cherington

253 Horseshoe Bnd,VA

Summary

Accomplished Senior Facilitator with a proven track record at SimpliSafe Home Security, enhancing operational efficiency through Agile Development Practices and fostering cross-functional team collaboration. Excelled in roles from Sales Manager to AVP, driving sales success up to 43% and improving team satisfaction significantly. Experienced in Jira Project Management and adept at mentorship, I bring a blend of technical and interpersonal skills to achieve business goals.

Overview

23
23
years of professional experience

Work History

Senior Facilitator - Telesales Enablement

SimpliSafe Home Security
Richmond, USA
03.2023 - Current
  • Collaborated with cross-functional teams, including engineering, WFM, and the People Team, to address operational and training challenges.
  • Enhanced training programs and presentations for new hires, improving content delivery, and agent preparedness.
  • Acted as a liaison between business stakeholders and technical teams to accurately translate requirements into actionable insights and development.
  • Provided guidance and mentorship to junior facilitator in the development of their facilitation skills.
  • Created assessment tools to evaluate participants' progress during training sessions.

Sales Manager

HomePoint Financial
Chandler, USA
04.2021 - 10.2021
  • Managed daily operations of the sales department (110 to 125 agents), including the supervision of staff members.
  • Created a sales training program for customer service, and held sessions with employees that resulted in sales success increasing from 11% to 43% of eligible calls, department-wide.
  • Designed, tested, and implemented enhanced program scripting and data capture in the system of record, resulting in lower employee error rates.
  • Developed and implemented sales strategies to increase market share.
  • Created and presented monthly reports to management on sales performance.
  • Collaborated with marketing team to create promotional materials for target customers.

Control Officer Manager – Loss Mitigation/Quality Control

JPMorgan Chase
Phoenix, USA
04.2010 - 04.2021
  • Directed activities of a team consisting of 6 to 8 supervisor-level Control Officers.
  • Partnered with key stakeholders to develop and implement effective program, which included mitigating risks resulting from compliance failures and control deficiencies.
  • Leveraged Agile methodologies to streamline workflows and increase operational efficiency.
  • Developed the existing team into the top-performing group within the Controls organization, with an increase in overall employee satisfaction from 37% to 98%, and manager satisfaction from 16% to 100% in under 12 months.
  • Developed a comprehensive incident response plan for the Phoenix market, for use in case of emergencies.
  • Managed risk-related incidents within CSR and CRM applications in the mortgage sector.
  • Partnered with key stakeholders to develop and implement effective program, which included mitigating risks resulting from compliance failures and control deficiencies.

Relationship Manager – Loss Mitigation

JPMorgan Chase
Phoenix, USA
04.2010 - 04.2021
  • Managed a customer portfolio of approximately 100 customers with distressed mortgages.
  • Performed financial reviews, collected supporting documents, advised customers of their options, and maintained frequent communication throughout the process.
  • Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
  • Identified customer needs, developed customized solutions, and provided knowledgeable advice.

Client Services/Customer Escalations

GE Money Bank
Tempe, USA
03.2005 - 03.2010
  • Provided online and telephone-based instructions and walkthroughs for new clients who required assistance in installing and utilizing our physical terminals and software
  • Handled an average of 90 inbound customer calls daily, exceeding rigorous production goals
  • Cross sold upgraded equipment to vendors, and account features and services to customers
  • Managed a pilot program for select employees to work from home which included initial training and monthly scorecard review

Wildland Firefighter/Forest Protection Officer/Wilderness Ranger

United States Forest Service
, USA
07.2001 - 01.2005
  • Various duties included firefighting, patrolling popular recreational areas to enforce regulations, and performing first responder duties during medical emergencies
  • Assisted in the handling of pack animals in order to resupply work crews and volunteers in federal wilderness areas
  • Managed teams of volunteers who were participating in clean ups and habitat restoration projects

Skills

  • Agile Development Practices
  • Jira Project Management
  • DCT
  • Agent Desktop
  • MSP
  • Mondaycom
  • Google Suite
  • Microsoft Office Suite
  • Training delivery
  • Coaching and mentoring
  • Online teaching
  • Risk mitigation
  • Business continuity planning
  • Internal controls
  • Software testing and implementation

Accomplishments

Multiple commendations for bravery

Timeline

Senior Facilitator - Telesales Enablement

SimpliSafe Home Security
03.2023 - Current

Sales Manager

HomePoint Financial
04.2021 - 10.2021

Control Officer Manager – Loss Mitigation/Quality Control

JPMorgan Chase
04.2010 - 04.2021

Relationship Manager – Loss Mitigation

JPMorgan Chase
04.2010 - 04.2021

Client Services/Customer Escalations

GE Money Bank
03.2005 - 03.2010

Wildland Firefighter/Forest Protection Officer/Wilderness Ranger

United States Forest Service
07.2001 - 01.2005

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Justin Cherington