Hi, I’m
Michael Dryden
Fort Worth,USA
Summary
Professional Trainer, Supervisor and Sales Manager with over 50 years of experience can improve your customer satisfactionr ratings, increase profits, improve employee retention of top performers and help your business suceed through improved team leadership.
Overview
40
years of professional experience
Work History
eXp RealtyFort Worth
REALTOR
09.2017 - 12.2024
Job overview
- Guide clients through property transactions, ensuring smooth processes and client satisfaction
- Facilitated over 100 successful property sales, enhancing client portfolios
- Utilize market analysis to advise clients on property values and investment opportunities
- Resolve client concerns swiftly, maintaining high customer satisfaction and retention rates
- Drive real estate sales, negotiate deals, and manage client relationships
- Consistently exceed targets, delivering substantial ROI for clients and the agency
- Leverage cutting-edge digital marketing strategies to expand client base
- Implement virtual tours and online platforms, adapting to evolving market trends
- Foster strong partnerships with clients, fellow agents, and industry professionals
- Facilitate smooth transactions through effective communication and teamwork
- Assisted clients in obtaining financing options such as mortgages or loans.
- Generated list of properties to meet specific client needs.
- Monitored changes in local markets that could affect the value of listed properties.
- Presented properties to potential buyers and addressed questions.
- Increased personal revenue by completing multiple home and property sales.
Saxon MortgageFort Worth , Texas
Call Center Supervisor
06.2014 - 09.2017
Job overview
- Led team of 20 collections specialists, enhancing customer satisfaction by reducing call wait times by 12%
- Trained staff, achieving a 95% accuracy rate in customer issue resolution and consistent improvements in mortgage delinquency rates
- Implemented call review system for agent improvement
- Resolved escalated issues, improving client retention rates and boosting team morale
- Analyzed call data, identifying trends that informed strategic improvements
- Identified areas where additional training was needed among existing staff members.
- Identified and addressed training gaps to enhance team competency and efficiency.
- Facilitated communication between team members to foster a positive work environment.
- Delivered constructive call process feedback.
- Developed processes and systems to improve efficiency within the department.
- Ensured compliance with company policies and industry regulations.
- Collaborated with other departments to streamline processes and improve service delivery.
- Reviewed daily reports on call volume, sales, abandoned calls and other statistics.
- Conducted performance reviews of call center staff and documented results.
- Planned staff and training meetings and scheduled conference rooms.
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
American AirlinesFort Worth, USA
Call Center Reservations Specialist
08.1999 - 06.2014
Job overview
- Assisted customers with flight reservations, enhancing satisfaction and loyalty
- Resolved booking issues efficiently, improving customer retention rates
- Utilized communication skills to handle high call volumes effectively
- Contributed to a positive team environment, fostering collaboration and support
CarMax
Sales Manager
03.1997 - 08.1999
Job overview
- Assisted in preparing new facility opening in Garland TX and worked as Sales Manager in Irving (Texas Stadium) facility
- Developed recognition program for associate participation in process improvements
- Led sales team, achieving consistent revenue growth through strategic planning and customer engagement
- Managed team of 10, enhancing productivity and exceeding sales targets by 20%+
- Developed training programs, boosting team skills and improving client satisfaction scores
- Resolved customer issues promptly, enhancing brand reputation and client loyalty
RadioShack and Tandy Company
National Sales Trainer
10.1984 - 03.1999
Job overview
- Developed and led training programs for all store managers and associates for the world's largest electronic retailer at that time, enhancing skills and boosting revenue through strategic programs
- Developed comprehensive training modules, in written, audio, recorded and live video and implemented a training satellite network, leading to noticeable improvement in sales performance
- Collaborated with management to identify training needs, resulting in tailored learning solutions
- Analyzed sales data to refine training approaches, achieving measurable improvements in outcomes
- Led national sales training initiatives, developing comprehensive programs to enhance team performance and drive revenue growth across RadioShack's retail network
- Became the company's spokesperson and Manager of Broadcast Media Relations making appearances on all major TV networks and coordinated public service initiatives in fire safety and crime prevention
- Pioneered cutting-edge training methodologies, integrating technology and hands-on experiences to boost product knowledge and customer service skills
- Implemented strategic training modules that measurably improved sales metrics, contributing to the company's market position in the competitive electronics retail sector
Education
Webster UniversityWebster Groves, Mo
Acting Major-No Degree from basic theater and acting techniques
05.1998
University Overview
Studied basic theater and acting techniques at Loretto Hilton Theater. Completed Sophmore year.
Skills
- Customer Engagement
- Sales Strategy
- Problem Solving
- Negotiation Skills
- Market Analysis
- Time Management
- Team Leadership
- Pricing negotiation
- Closing support
- Leads generation
- Client relations
- Virtual tour coordination
- Marketing coordination
- Tech-savvy mindset
- Online property listings
- Database management
- Sales negotiation
- Negotiation
- Market research
- Geographic knowledge
- Property tours and inspections
- Property closing
- Office oversight
- Microsoft office proficient
- Microsoft Excel proficiency
- Microsoft powerpoint, excel, and Word
Michael.Dryden@sbcglobal.net, tel
Phone
+1 817 692-5026, tel
Accomplishments
- US Attorney General Award for Innovation In Crime Prevention
- Innovative Training Award National Society Trainers And Develpers
- Rising Star Award Prudential Realtors
Timeline
REALTOR
eXp Realty
09.2017 - 12.2024
Call Center Supervisor
Saxon Mortgage
06.2014 - 09.2017
Call Center Reservations Specialist
American Airlines
08.1999 - 06.2014
Sales Manager
CarMax
03.1997 - 08.1999
National Sales Trainer
RadioShack and Tandy Company
10.1984 - 03.1999
Webster University
Acting Major-No Degree from basic theater and acting techniques
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