Nicole Brandauer

Functional Department: Small Medium Business Sales
• Project objective was creating effective training and onboarding for new employees.
• This project was an Agile approach using Kanban techniques and daily Scrum stand up, with incremental progression
• Team deliverables were: Developing and implementing focused training on executing sales flow process. This project resulted in reduced turn over and improved commission results for those representatives that took part in training.
Results: New and senior employees improved KPI's by 10% resulting in increased revenue of 10-15k per month total. Reduced turnover: Each employee involved in training remained on staff throughout 2019-2020, as overall department experienced 50% average retention.
• Assessed skill gaps for employees in Sales department and developed training courses to meet identified needs.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Organized and edited training manuals, multimedia visual aids and other educational materials.

Functional Department: Asset Recovery
• This project objective was to develop regional asset recovery team based around USA to manage and recover company assets. Project also included streamlining processes and developing baseline standards for new department to increase revenue, decrease costs and to expand internal department.
• Project was Agile based with Kanban techniques including visualizing work flow, limiting work in progress, implementing and improving collaboration expectations and developing clear, concise processes.
• Deliverables for outside regional team development: Providing regional representatives tactics to develop and negotiate relationships with customers and vendors, getting customer buy in to cooperate on more efficient product lifecycle. Developing ideal talking points for field representatives and coordinating relationship building for vendors.
• Deliverables for department operational efficiency were to develop software applications for regional representatives reporting and visual tracking of results. Clarification of standard operating procedures and expectations. Time studies and root cause analysis deliverable for tasks and processes to improve Inside Asset Recovery analysts' job KPI's and daily results.
• Results of project for functional team development: six regional representatives were hired and delivered additional 4,000 assets to company within eight months. Improvement of customer relations and agreements of additional 5 vendor contracts which were signed for long term partnerships.
• Functional Operations results were SOP clarification, efficiency improvement and addition of one analyst to improve daily and weekly reporting. Created and developed “Lessons Learned” and knowledge collection archive for department. Delivered above expectations in recovered assets, 30,000 assets recovered, +/- 400,000$.
• Maintained client files with sales contracts, records of client interactions, client notes, and other information.
• Hosted client on-site meetings and led client teleconferences.
• Researched, troubleshot and resolved client inquiries as part of ongoing support for client set.
• Continuously assessed current reporting techniques and developed improvements to boost accuracy.
• Enhanced data integrity by applying meticulous attention to detail when reviewing and analyzing data maintenance processes.

Functional Department: Small Medium business Inside Sales
• Project objective was to increase organizations liquid assets by recouping unpaid invoices.
• Project was agile/hybrid based, with rolling wave planning followed by Lean-agile principles and scrum process.
• Role was as product owner and scrum master, reporting to organization functional managers. Role included analyzing/developing software applications, quality reporting and analysis, human resource activity estimation for process efficiency. Overall tracking and reporting was done through CRM oracle and application developed using company software, technology team.
• Deliverables were to contact and engage 1,000+ existing customer accounts. Account health emails were launched automatically with customized information of each account that detailed account health utilizing company developed software.
• Results: over course of 8 months all deliverables were met, and assets recovered was over $43,000.
• Reviewed and edited all training materials for accuracy and company policy compliance.
• Coordinated ongoing technical training and personal development classes for staff members.
• Created in-depth training manual for all employees.
• Organized and edited training manuals, multimedia visual aids and other educational materials.

Functional Department: Customer Service
• Project objective was creating effective training and onboarding for new employees. Role in project was managing stakeholder expectations, wants and needs, identifying waste elements, and determining quality of service. Managed project schedule, standardizing processes, and dealing with obstacles or impediments.
• Hybrid approach which included creating comprehensive syllabus and schedule in waterfall style and developing training program for new employees and existing employees in agile style. This training program involved managing team deliverables on daily and weekly basis.
• Team deliverables were: training sessions completed and mentorship checkpoints which were assigned according to syllabus. New employees were required to pass several tests throughout training period.
Results: Quality control creation and implementation included several weeks reviewing knowledge retention, effectiveness and KPI's of new employees. Implementation plan and refined process for tracking employee success. Results reduced turnover from 3-6 months, to 24 months or more on average. Retention went from 30% retained employees, to 85% retained employees. Employee mistakes trended down over 12 month period and efficiency rose. There was reduction in errors made by 57%.
• Scheduled and taught in class and online courses to increase learning opportunities.
• Quickly adapted training plans for client needs, keeping timelines, budgets and desires in mind.
• Employed job analysis in accordance with principles of instructional design to create effective training programs.
• Coordinated ongoing technical training and personal development classes for staff members.