Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Michele Simmons

Nashville,TN

Summary

With over 20 years of experience in consumer sales and service, I possess excellent communication skills and extensive knowledge in this field. My strong negotiation and interpersonal relationship skills have allowed me to effectively connect with clients and achieve successful outcomes. As an effective decision-maker, I always provide a well-thought-out rationale for my actions. Being a self-starter with a high energy level, I am constantly motivated to take on new challenges. Currently, I am seeking a challenging position dedicated to community support where I can leverage my extensive experience in sales coaching, training management, employee development, and operational efficiency. As a confident training leader, I have demonstrated planning, organizational, and leadership abilities focused on [Area of expertise]. I am highly effective at educating individuals with varying skill levels and thrive in a similar role within a [Type] company.

Overview

24
24
years of professional experience

Work History

Senior Training Manager – AT&T University

AT&T
01.2015 - Current
  • Teaching and developing New Hire/existing Agents with class sizes up to 60+ employees
  • Partnering with my clients to create a productive & successful working relationship
  • Building a safe environment in my classroom to foster inclusion as well as growth
  • Being an advocate for New Hire agents in their first AT&T experience.
  • Enhanced employee performance by designing and implementing comprehensive training programs.
  • Mentored junior trainers, supporting their career development through coaching and feedback on instructional strategies.
  • Streamlined onboarding process for new hires, accelerating their integration into the company culture and work expectations.

Sales Coach Manager - Acquisition

AT&T
01.2013 - 01.2015
  • Teaching and developing sales employees with class sizes up to 80+ representatives
  • Led 4 training sessions converting sales agents from service to direct sales – yielding 135% attainment average per employee
  • Created supplemental compensation training content for center delivered by managers
  • Coaching employees to attain sales and service metrics exceeding 120%
  • Coaching and Developing associates on how to successfully offer products and services
  • Guiding employees on career growth and development strategies
  • Monitoring employees according to documented standards, including feedback, coaching, training, motivation, and support to representatives
  • Providing sound counsel to employees regarding performance and discipline
  • Making hiring, termination, and advancement recommendations for employees
  • Partnering with CWA to achieve mutual company and employee goals
  • Collaborated with Training team in new hire classes (2013-2015)
  • Spearheaded a new process for handling expired Homeowner Association & Connected Community contracts.

Center Support Admin

AT&T
01.2010 - 01.2013
  • Executing operational efficiency standards to improve the center’s success in overall Performance
  • Attendance and Customer Service- All Top 3 in the company (2010-2013)
  • Driving best in class attendance by implementing a daily/weekly accountability/celebration by team with perfect attendance
  • Center liaison for the entire process of New Hire Classes
  • Directs work activities to achieve volume expected to meet operational goals of unit and revenue objectives
  • Responsible for daily application of company/organizational policies and procedures by ensuring all company training was complete and all employees were compliant.

Sales Coach Manager – Retention

AT&T
01.2003 - 01.2010
  • Coaching employees to attain sales and service metrics exceeding 120%
  • Revenue objectives – achieving 120%.

Sales & Support Representative

BellSouth Telecommunications
01.2001 - 01.2003
  • Marketed a variety of Bellsouth products and services
  • Handled incoming customer calls, billing inquiries, and service calls
  • Negotiated service with new existing customers
  • Team Leader for entire center (100+ employees) helping process orders/sales and peer to peer coaching.

Education

BBA -

Arizona State University Online
Tempe, AZ
05.2008

Skills

  • E-Learning Design
  • Organizational Development
  • Training delivery
  • Learning Management Systems
  • Strategic thinker
  • Written and oral communication
  • Needs Assessment
  • Adaptive Learning
  • Coaching and Mentoring
  • Public Speaking
  • Leadership training
  • Exceptional communicator

References

References available Upon Request

Timeline

Senior Training Manager – AT&T University

AT&T
01.2015 - Current

Sales Coach Manager - Acquisition

AT&T
01.2013 - 01.2015

Center Support Admin

AT&T
01.2010 - 01.2013

Sales Coach Manager – Retention

AT&T
01.2003 - 01.2010

Sales & Support Representative

BellSouth Telecommunications
01.2001 - 01.2003

BBA -

Arizona State University Online
Michele Simmons