Nicholas Ingram

• Developed effective training manuals, modules and teaching aids.
• Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
• Collaborated with management to identify company training needs
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• Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
• Consulted with outside parties to resolve discrepancies and create effective solutions.
• Optimized workforce scheduling by analyzing historical data and identifying trends.
• Improved employee satisfaction by addressing scheduling concerns and implementing flexible solutions.
• Collaborated with cross-functional teams to develop strategies for optimizing staffing levels.

• Provided primary customer support to internal and external customers in fast-paced environment.
• Cultivated customer loyalty, promoted repeat customers and improved sales.
• Brought in new supplies and linen to prepare for future events.
• Coordinated site investigations, documented issues and escalated to executive teams as needed.
• Maintained store equipment, including computers, printers and fax machines.
• Monitored dietary restrictions and served guests with special needs.
• Improved customer satisfaction ratings by addressing issues and fostering timely resolution.

• Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
• Performed cold-calling and follow-ups with leads to secure new revenue.
• Negotiated production goals for new policies and policy renewals with business development manager.
• Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
• Educated customers how to use company systems, complete forms and obtain desired services.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
• Strengthened customer relationships with proactive and collaborative approach to managing needs.
• Evaluated leads obtained through direct referrals, lead databases and cold calling.
• Conducted research on insurance packages and investment options to generate client recommendations.
• Trained new team members on scripts, company services and performance strategies and provided mentoring.
• Achieved performance goals on consistent basis.
• Described product and service details to customers to provide information on benefits and advantages.
• Boosted client satisfaction by developing and maintaining strong relationships through effective communication.

• Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
• Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Gathered and organized supplementary material to support structured lessons.
• Recruited and trained over 15 new members of the team.
• Devised and published metrics to measure organization's success in delivering world class customer service.
• Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
• Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.

Tracked attendance and progress against goals for each participant.
Identified and proactively solved internal problems related to employee turnover by revamping training approaches.

Used various ACD reporting systems and other scheduling software