Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Stephanie Smith

Pompano Beach,FL

Summary

A position as a Training and Performance Development Consultant. Committed to continual performance development in the workplace. Specialize in Customer Experience with proven results. Willing to relocate: Anywhere Authorized to work in the US for any employer. Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.

Overview

23
23
years of professional experience

Work History

Training and Development Manager

Connexion Point
04.2019 - 05.2022
  • Searching for gaps in training content and materials that need updating to generate higher productivity and safety among staff
  • Researching new training supplies and materials that can enhance firm’s training procedures while providing value to employees
  • Identifying future training needs and creating curriculum to facilitate that training
  • Leading programs to assist employees with transitions due to technological changes, acquisitions and mergers
  • Communicating with management, trainers, and team members to ensure that all needs are met
  • Setting up executive or leadership development programs for lower-level employees
  • Conducting orientation programs and arranging on-the-job training for new hires
  • Resolving any specific problems and tailoring training programs as necessary.
  • Managed new employee orientation training process for more than 300 employees each year
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
  • Developed and implemented comprehensive training program to increase employee productivity and morale
  • Conducted research and analysis of learning needs of employees to develop targeted training programs
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success
  • Managed development of e-learning training materials and activities to enhance learning experiences
  • Collaborated with other departments to align training programs with organizational goals and objectives
  • Monitored and evaluated training performance to determine quality and cohesiveness
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management
  • Organized and edited training manuals, multimedia visual aids, and other educational materials
  • Trained new hires to perform cross-training exercises with experienced workers
  • Assisted in development of employee assessments to measure training value
  • Conducted orientation sessions and organized on-the-job training for new hires
  • Prepared and distributed manuals, handouts and online tutorials to provide employees with training materials and resources
  • Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees
  • Coordinated technical training and personal development classes for staff members
  • Delivered new employee onboarding and training sessions via LMS
  • Trained staff during demonstrations, meetings, conferences, and workshops
  • Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees
  • Reviewed and edited all training materials for accuracy and company policy compliance
  • Selected and assigned instructors to conduct specific training programs
  • Directed field training to enhance participants' skills
  • Managed all exempt employee coaching, training, and performance improvement actions
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets
  • Developed surveys to identify training needs based on projected production processes and changes
  • Developed departmental systems and procedures to better align workflow processes
  • Managed new employee orientation training process for more than 300+ employees each year
  • Directed training programs and development paths for managers and supervisors
  • Analyzed effectiveness of training programs at all levels and recommended updates
  • Researched and obtained relevant course materials to achieve training objectives
  • Implemented new learning strategies depending upon employees' skill levels
  • Coordinated and prioritized required training courses for 200+ employees
  • Created in-depth training manual for all employees
  • Tested all training software and hardware prior to commencing training programs
  • Conducted training courses and prepared videos for long-term use
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
  • Developed and implemented comprehensive training program to increase employee productivity and morale.
  • Conducted research and analysis of learning needs of employees to develop targeted training programs.
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
  • Managed development of e-learning training materials and activities to enhance learning experiences.
  • Collaborated with other departments to align training programs with organizational goals and objectives.
  • Monitored and evaluated training performance to determine quality and cohesiveness.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Assisted in development of employee assessments to measure training value.
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Prepared and distributed manuals, handouts and online tutorials to provide employees with training materials and resources.
  • Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
  • Coordinated technical training and personal development classes for staff members.
  • Delivered new employee onboarding and training sessions via (Go to training].
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
  • Managed all exempt employee coaching, training, and performance improvement actions.
  • Directed field training to enhance participants' skills.
  • Selected and assigned instructors to conduct specific training programs.
  • Reviewed and edited all training materials for accuracy and company policy compliance.
  • Developed departmental systems and procedures to better align workflow processes.
  • Directed training programs and development paths for managers and supervisors.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
  • Managed new employee orientation training process for more than 300+ employees each year.
  • Developed surveys to identify training needs based on projected production processes and changes.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Researched and obtained relevant course materials to achieve training objectives.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Created in-depth training manual for all employees.
  • Tested all training software and hardware prior to commencing training programs.
  • Conducted training courses and prepared videos for long-term use.
  • Coordinated and prioritized required training courses for 300+ employees.

Quality Assurance Manager

IQOR(T-Mobile)
11.2015 - 04.2019
  • Coordinates weekly call calibration sessions for Call Center Representatives and Customer Care Agents reviewing strengths and weaknesses during customer interactions providing feedback on ways to improve techniques and skills
  • Assist Managers in providing real-time coaching
  • Responsible for maintaining call center data statistics and reports on areas of improvement as it relates to key performance indicators, staffing and staying within compliance
  • Assist with creating, defining, and implementing areas of opportunity for continual refresher training throughout call center environments
  • Provides calibrations, coaching and development to assigned agents
  • Administer monthly 1 on 1 agent coaching to as assigned
  • Perform other duties as assigned
  • Lead conversations, both written and verbal, with clients and team members of all levels
  • Ensure assigned Key Performance Indicators are achieved (Ex
  • Call Handle Time, Email Response Time, Quality and Customer Satisfaction Indices)
  • Identify trends and challenges and develop plans to correct problem areas
  • Managing team of Quality Analysts
  • Ensure compliance operating processes and procedures, including all required security measures
  • Utilize essential soft skills to deliver guidance to team members of every level
  • Supervise use of quality monitoring data management system to compile and track performance
  • Provides actionable data to various internal support groups as needed
  • Provides feedback to call center team leaders and managers
  • Create and maintain standardized workflows and procedures
  • Provides recommendations for change and participates in analysis of workflows and procedures to improve accuracy/efficiency
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Performed root cause analysis to identify and resolve quality issues and defects
  • Created and maintained quality management systems to align with industry standards
  • Collaborated with cross-functional teams to develop and implement process and system improvements
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards
  • Implemented new quality assurance and customer service standards
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards
  • Monitored staff organization and suggested improvements to daily functionality
  • Investigated customer complaints and performed corrective actions to resolve quality issues
  • Evaluated interactions between associates and customers to assess personnel performance
  • Recorded, analyzed, and distributed statistical information
  • Conducted risk assessments to identify and mitigate potential quality issues
  • Assessed product quality by monitoring quality assurance metrics, reports and dashboards
  • Determined quality department standards, practices, and procedures
  • Reported production malfunctions to managers and production supervisors
  • Inspected products and worker progress throughout production
  • Assured consistent quality of production by implementing and enforcing automated practice systems
  • Tracked quality issues with external customers, suppliers, and internal plant operations
  • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction
  • Applied coaching techniques and tools to support managers and team members in improving performance
  • Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production
  • Specified quality requirements of raw materials with suppliers
  • Established and tracked quality department goals and objectives
  • Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Created and maintained quality management systems to align with industry standards.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
  • Implemented new quality assurance and customer service standards.
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
  • Monitored staff organization and suggested improvements to daily functionality.
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
  • Conducted risk assessments to identify and mitigate potential quality issues.
  • Recorded, analyzed, and distributed statistical information.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Assured consistent quality of production by implementing and enforcing automated practice systems.
  • Inspected products and worker progress throughout production.
  • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
  • Applied coaching techniques and tools to support managers and team members in improving performance.
  • Determined quality department standards, practices, and procedures.
  • Reported production malfunctions to managers and production supervisors.
  • Specified quality requirements of raw materials with suppliers.
  • Established and tracked quality department goals and objectives.
  • Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
  • Tracked quality issues with external customers, suppliers, and internal plant operations.
  • Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.

Global Trainer

IQOR Global Service LLC
11.2015 - 04.2019
  • Conduct all training for new hires Domestic and International
  • Conduct refresher training and ongoing training for existing employees
  • Monitor progress of new team members and provide coaching and development plans for improvement
  • Deliver feedback to department; develop training interventions to address performance deficiencies
  • Provide coaching and on-job training when required
  • Assist with operational and quality duties as needed
  • Complete required reporting daily/weekly/monthly
  • Manage team of call center agents
  • Provide weekly coaching/feedback session with agents to identify opportunity areas, reinforce strengths, and create action plans to drive better performance
  • Take escalated calls as needed and ensure to answer agent questions/inquiries real-time to resolve customer concerns/issues
  • Ensure that all reports/data related to agent’s performance (metrics, pay, etc.) are complete and accurate
  • Report/communicate discrepancies on all, but not limited to, performance, report, pay, and likes related issues of agents and team
  • Provide uniform/consistent disciplinary actions to all agents on all performance and behavior related concerns
  • Escalate concerns that impact team’s and agent’s performance, pay, etc
  • Report any form of performed or attempted fraud, whether performed by anyone involved in program (agents, coaches, quality lead, etc.)
  • Drive compliance on all program-initiated action plans, initiatives, incentives, and likes and ensure that all agents understand, execute, and provide feedback as deemed necessary
  • Creating and implementing training material
  • Train Trainer
  • Certifying potential Trainers
  • Implementing Voice Assessment
  • Train bottom performing sites
  • Onboarding new hires
  • Created and implement agent volunteer program
  • Create weekly knowledge quiz.
  • Trained and mentored 200+ new personnel hired to fulfill various roles
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal promotions 15%
  • Used XE LEARN to design training for 300+ employees and increase company retention and productivity
  • Created unique materials to support training programs
  • Provided subject matter expertise on all company offerings
  • Developed new and improved training programs to fit underserved areas
  • Delivered robust training courses via classroom and e-learning programs
  • Communicated with sales team to maintain firm grasp of training requirements
  • Provided coaching and mentoring to employees
  • Trained and mentored 300+ new personnel hired to fulfill various roles
  • Established and maintained quality control standards
  • Analyzed and evaluated training effectiveness and program outcomes
  • Facilitated virtual, in-person and blended learning sessions
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions
  • Developed job-specific competencies and performance standards
  • Utilized variety of instructional design methodologies to create effective learning experiences
  • Developed and implemented successful onboarding program
  • Built and maintained professional relationships with vendors and suppliers
  • Created and oversaw 5 training programs for operations
  • Developed lesson plans, instructional materials and written practice tests
  • Designed and delivered web-based, self-directed learning materials
  • Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring
  • Wrote training manuals for 300+ employees and 200+ positions according to strict company guidelines and company protocols
  • Worked with vendors to customize courseware to accommodate business needs
  • Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals
  • Used LMS to design training for 300+ employees and increase company retention and productivity
  • Delivered robust training courses via classroom and e-learning programs.
  • Developed new and improved training programs to fit underserved areas.
  • Provided subject matter expertise on all company offerings.
  • Created unique materials to support training programs.
  • Communicated with sales team to maintain firm grasp of training requirements.
  • Provided coaching and mentoring to employees.
  • Trained and mentored 200+ new personnel hired to fulfill various roles.
  • Established and maintained quality control standards.
  • Analyzed and evaluated training effectiveness and program outcomes.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Developed and implemented successful onboarding program.
  • Utilized variety of instructional design methodologies to create effective learning experiences.
  • Developed job-specific competencies and performance standards.
  • Facilitated virtual, in-person and blended learning sessions.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Built and maintained professional relationships with vendors and suppliers.
  • Created and oversaw 3 training programs for operations.
  • Developed lesson plans, instructional materials and written practice tests for 300+ employees and 25+ training courses.
  • Designed and delivered web-based, self-directed learning materials.
  • Worked with vendors to customize courseware to accommodate business needs.
  • Wrote contracts for company employees, working towards satisfactory agreement between executives, employees and personal goals.

Learning Specialist

SITEL
07.2015 - 11.2015
  • Creates learning experiences that equip new and long-term associates to excel in their work environments through expert classroom instruction, on-floor mentoring, and one-to-one skills coaching
  • Modifies and presents training programs for representatives/agents
  • Tracks and analyzes training programs by examining agent performance
  • Recommends changes to training programs
  • Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes
  • Participates in identifying program needs, obtaining technical data, and scheduling programs
  • Maintains training records.
  • Prepared instructional materials for group and one-on-one use to comply with established curriculum
  • Supported student learning needs and provided individualized guidance to promote academic goal-achievement
  • Applied differentiated instruction strategies to meet individual student needs
  • Assessed student needs to determine appropriate level of required support
  • Supported interaction between students during group work activities using guided conversation
  • Created, collected, and recorded data on student progress to determine next steps for student success
  • Developed and maintained positive, productive relationships with students and families
  • Supported students in use of technology to enhance their learning
  • Developed and implemented lesson plans to reinforce learning concepts and skills
  • Conducted assessments of students to determine individual needs
  • Developed and implemented behavior management plans to improve student behavior
  • Designed individual education plans to encourage student growth according to different learning abilities and needs
  • Planned daily activities to keep students engaged and on track with learning goals
  • Applied proven strategies to improve students' sensory- and perceptual-motor skills
  • Improved behavior by modeling positive choices and teaching socially-acceptable options
  • Developed Individual Education Plans for students with special needs
  • Maintained inclusive learning environment to enable students to gain maximum benefit from lessons
  • Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes
  • Assisted teachers with classroom management and document coordination to maintain positive learning environment
  • Monitored student classroom and outdoors activities to promote student safety
  • Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues
  • Facilitated student engagement and collaboration to enhance classroom learning
  • Collaborated with teachers and staff members to evaluate program success and alignment with student needs
  • Assisted in development of individualized learning plans for student success
  • Offered feedback to other providers to effectively address students' needs
  • Monitored progress of students and adjusted instructional strategies to meet specific needs more efficiently
  • Led small group sessions to help students review and practice concepts
  • Supported students in use of technology to enhance their learning
  • Motivated students to learn new content and complete assignments to earn 85%-100% grades
  • Monitored student performance to evaluate effectiveness of instructional strategies
  • Maintained accurate records of student progress and attendance
  • Implemented behavior modification techniques to improve student social and academic performance
  • Worked closely with parents and guardians to address students' issues on multiple fronts
  • Coordinated regular meetings to share and analyze student performance data and success plans with colleagues and parents
  • Utilized technology to create meaningful lessons that engage students
  • Provided emotional support to students and families
  • Mentored new teachers on student progress monitoring and legal document preparation
  • Provided professional development training to educate faculty and staff on laws and regulations governing special education
  • Promoted memory, cognition and language development with hands-on activities and individualized instruction
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
  • Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
  • Maintained inclusive learning environment to enable students to gain maximum benefit from lessons.
  • Prepared instructional materials for group and one-on-one use to comply with established curriculum.
  • Provided professional development training to educate faculty and staff on laws and regulations governing special education.
  • Mentored new teachers on student progress monitoring and legal document preparation.
  • Applied proven strategies to improve students' sensory- and perceptual-motor skills.
  • Promoted memory, cognition and language development with hands-on activities and individualized instruction.
  • Provided emotional support to students and families.
  • Utilized technology to create meaningful lessons that engage students.
  • Improved behavior by modeling positive choices and teaching socially-acceptable options.
  • Worked closely with parents and guardians to address students' issues on multiple fronts.
  • Coordinated regular meetings to share and analyze student performance data and success plans with colleagues and parents.
  • Developed Individual Education Plans for students with special needs.
  • Maintained accurate records of student progress and attendance.
  • Conducted assessments of students to determine individual needs.
  • Helped students with special needs integrate into general classroom environments by advocating for individual requirements and helping teachers solve problems.
  • Implemented behavior modification techniques to improve student social and academic performance.
  • Designed individual education plans to encourage student growth according to different learning abilities and needs.
  • Monitored student performance to evaluate effectiveness of instructional strategies.
  • Developed and implemented behavior management plans to improve student behavior.

Training and Development Specialist

American Express - Corp
10.2009 - 10.2014
  • Teaching new hire collection classes
  • Up-Training tenure agent
  • Successfully coached over one hundred and fifty new hires to successfully transition from learner to collector
  • Created training program to teach collectors how to increase collections; 'Making $1.00 out of 15 cents'
  • Expert at identifying behaviors that prevent learners from achieving top level performance and then develop individualized action/development plans
  • Liaison between training and front-line business to help create motivation in staff and drive greater productivity
  • Highly organized coach: able to quickly assess needs and provide tools to resolve difficulties, enhance learning, and improve performance
  • Successfully Utilized clarity, humor, well-defined goals, and positive work ethic to establish spirited organizational culture throughout company
  • Conducting Call Calibrations
  • Escalation Calls
  • Call Monitor for Quality and Procedure
  • Mentoring Tenure Employees.
  • Created and maintained detailed training records and reports for management review
  • Coordinated with department leaders to identify training needs and develop targeted solutions
  • Produced training manuals, presentations and resources for enhanced learning
  • Worked with central management to identify, plan, align, and address training needs
  • Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness
  • Compiled training handbook and related course materials
  • Monitored training reports within learning management system for respective roles to promote initial and annual training completion
  • Scheduled and coordinated training sessions, including booking facilities and arranging catering
  • Developed and executed strategies to improve training program performance
  • Selected, developed and delivered classroom and online training materials to meet program needs
  • Verified training program compliance with applicable laws and regulations
  • Facilitated high-quality training program delivery to employees and external stakeholders
  • Planned and conducted staff trainings with emphasis on soft skills areas
  • Built constructive trainer and vendor relationships for successful program delivery
  • Met department budgets by monitoring and reviewing training expenses
  • Provided coaching and mentoring to employees
  • Established and maintained quality control standards
  • Analyzed and evaluated training effectiveness and program outcomes
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions
  • Trained and mentored 300+ new personnel hired to fulfill various roles
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Facilitated virtual, in-person and blended learning sessions
  • Developed job-specific competencies and performance standards
  • Utilized variety of instructional design methodologies to create effective learning experiences
  • Developed and implemented successful onboarding program
  • Developed and executed performance management programs to increase employee engagement and productivity
  • Built and maintained professional relationships with vendors and suppliers
  • Created and oversaw 2 training programs for operations

Lead Customer Care Professional

American Express
02.2009 - 10.2009
  • Effectively collected from high-risk customers while maintaining excellent customer service
  • Effectively maintaining collection floor supervision
  • Educated Card members on terms and conditions of products and services to create win-win for Card member and company and increase Card member loyalty
  • Created coaching strategies to increase productivity which were implemented across business
  • Built strong team of one to twenty members, fostering both independence and cohesive, productive team environment
  • Dynamic leader: able to bring energy, enthusiasm, and humor to motivate team members to achieve potential and meet objectives
  • Monitor real-time service levels to ensure and provide best customer experience
  • Ensure agents have clear understanding of how their compensation plan works and provide timely updates on their bonus targets when applicable
  • Took escalation call via escalation gate.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Responded to customer needs through competent customer service and prompt problem-solving
  • Assisted call-in customers with questions and orders
  • Navigated multiple computer systems and applications to find information
  • Logged call information and solutions provided into internal database
  • Communicated with clients regarding account services, statements, and balances
  • Maintained and managed customer files and databases
  • Resolved concerns with products or services to help with retention and drive sales
  • Trained new employees on best practices and customer care procedures to eliminate inefficiencies
  • Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices
  • Leveraged sales expertise to promote products and capitalize on upsell opportunities
  • Generated weekly and monthly reports to highlight customer service performance and measure milestones
  • Managed supplier deliveries around client needs to increase client retention
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
  • Investigated and resolved customer inquiries and complaints quickly
  • Exhibited high energy and professionalism when dealing with clients and staff
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs
  • Delivered prompt service to prioritize customer needs
  • Met customer call guidelines for service levels, handle time and productivity
  • Responded proactively and positively to rapid change
  • Maintained up-to-date knowledge of product and service changes
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Educated customers about billing, payment processing and support policies and procedures
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates
  • Trained new personnel regarding company operations, policies and services
  • Managed timely and effective replacement of damaged or missing products
  • Sought ways to improve processes and services provided
  • Promoted available products and services to customers during service, account management, and order calls
  • Enhanced productivity levels by anticipating needs and delivering outstanding support
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
  • Developed and updated databases to handle customer data
  • Increased efficiency and team productivity by promoting operational best practices
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
  • Reached out to customers after completed sales to suggest additional service or product purchases
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
  • Investigated and resolved accounting, service and delivery concerns
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
  • Increased efficiency and performance by monitoring team member productivity and providing feedback
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives
  • Implemented and developed customer service training processes
  • Resolved associate, tool and service delivery issues revealed by statistical reports
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
  • Created and maintained detailed database to develop promotional sales
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives
  • Cross-trained and backed up other customer service managers
  • Cross-trained and provided backup support for organizational leadership
  • Trained staff on operating procedures and company services
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Promptly responded to inquiries and requests from prospective customers
  • Analyzed customer feedback for process improvements to achieve long-term business objectives
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions

Vehicles Sales Executive

AL Hendrickson Toyota
01.2007 - 01.2008
  • Utilized comprehensive negotiations skills to sell new Toyota's and Scions
  • Achieved tops sales for several months by successfully outselling peers
  • Consistently maintained high customer satisfaction responses
  • Achieved sales goals and service targets by cultivating and securing new customer relationships
  • Researched sales opportunities and possible leads to exceed sales goals and increase profits
  • Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention
  • Developed and presented valuable sales presentations to potential customers to highlight features and benefits of products
  • Developed sales strategy based on research of consumer buying trends and market conditions
  • Created and implemented successful sales campaigns to drive leads and increase sales
  • Directed sales support staff in administrative tasks to help sales reps close deals
  • Exceeded sales goals by implementing aggressive sales programs, overhauling processes and facilitating market development
  • Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close
  • Established and maintained positive relationships with vendors to determine product availability and quality
  • Analyzed past sales data and team performance to develop realistic sales goals
  • Monitored and adjusted pricing based on market trends and customer feedback to meet expectations and increase sales
  • Utilized internal lead referral tools to solicit new business opportunities and contacts
  • Developed and implemented account management plans to establish customer satisfaction
  • Evaluated costs against expected market price points and set structures to achieve profit targets
  • Served customers with knowledgeable, friendly support at every stage of shopping and purchasing
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases
  • Built relationships with customers and community to promote long term business growth
  • Contributed to team objectives in fast-paced environment
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor
  • Informed customers of promotions to increase sales productivity and volume
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
  • Set and achieved company defined sales goals
  • Selected correct products based on customer needs, product specifications and applicable regulations
  • Trained new employees on customer service, money handling and organizing strategies
  • Presented professional image consistent with company's brand values
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
  • Maintained current knowledge of evolving changes in marketplace
  • Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions
  • Achieved or exceeded company-defined sales quotas
  • Developed and maintained strong working relationships with professionals within assigned territory
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals
  • Stayed current on company offerings and industry trends
  • Negotiated prices, terms of sales and service agreements
  • Attended monthly sales meetings and quarterly sales trainings
  • Contributed to event marketing, sales and brand promotion
  • Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing
  • Met existing customers to review current services and expand sales opportunities
  • Monitored service after sale and implemented quick and effective problem resolutions
  • Recorded accurate and efficient records in customer database
  • Developed, maintained and utilized diverse client base
  • Quoted prices, credit terms and other bid specifications
  • Drove store revenue by offering customers accessories and related purchases to complete selections
  • Kept detailed records of daily activities through online customer database
  • Identified new business opportunities through cold calling, networking, marketing and prospective database leads
  • Consulted with businesses to supply accurate product and service information
  • Built diverse and consistent sales portfolio
  • Generated advertising brochure for vendor use

Billing Clerk II

Zodiac Pool Care Inc
01.2005 - 01.2007
  • Prepared and maintained general ledgers for domestic and international accounts
  • Managed inventory and monitored processes for rebates and company reports.
  • Verified accuracy of accounts payable payments, resulting in 75% reduction in payment errors and check reissues
  • Managed invoicing and payment processing operations
  • Verified accuracy of billing data and corrected discrepancies
  • Entered and maintained billing information in company internal databases for accessibility
  • Handled account payments and provided information regarding outstanding balances
  • Processed customer invoices, credit memos and payments within established timelines
  • Monitored outstanding invoices and performed collections duties
  • Maintained detailed records of customer payments and billing adjustments
  • Interacted with customers to resolve billing disputes and respond to inquiries
  • Generated daily, weekly and monthly reports for billing department
  • Reconciled cash received with payments recorded in billing system and reported discrepancies
  • Processed customer refunds and adjustments according to company policies
  • Audited billing records to verify accuracy and completeness
  • Executed billing tasks and recorded information in company databases
  • Completed and processed purchase orders and customer invoices each quarter
  • Developed and implemented billing procedures to enforce compliance with company policies
  • Used data entry skills to accurately document and input statements
  • Responded to customer concerns and questions on daily basis
  • Maintained accurate records of customer payments
  • Collaborated with customers to resolve disputes
  • Audited and corrected billing and posting documents for accuracy
  • Utilized various software programs to process customer payments
  • Processed payment via telephone and in person with focus on accuracy and efficiency
  • Generated monthly billing and posting reports for management review
  • Reconciled accounts receivable to general ledger
  • Kept vendor files accurate and up-to-date to expedite payment processing
  • Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft
  • Produced and mailed monthly statements to customers and assisted with related requests for information and clarification
  • Generated accounts payable reports for management review to aid in financial and business decision making
  • Disbursed petty cash by recording entries and verifying documentation
  • Verified accuracy of accounts payable payments, resulting in 75% reduction in payment errors and check reissues
  • Processed vendor and supplier payments on weekly basis
  • Created improved filing system to maintain secure client data
  • Encoded and canceled checks using bank machines

Credit Processor

Crystal Springs Water
01.1999 - 01.2004
  • Expert in analyzing credit profiles with TransUnion, Equifax, Experian, Business Credit USA, and Dunn & Bradstreet
  • Effective collector on accounts up to one hundred and twenty (120) days aged
  • Pioneered refund project, with new collection techniques and improved customer service strategies, leading to higher collection rates
  • Maintained ledgers for outsourced collectors.
  • Revised or made changes to account information such as address, name and social security number
  • Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes
  • Reviewed past-due accounts to contact customers to establish payment plans
  • Balanced cash and bank deposits to generate monthly accounting reports
  • Utilized 10-key calculators, typewriters and copy machines to perform calculations and produce documents
  • Used check scanning system to apply check payments to open charges on customer accounts
  • Accepted, documented and issued receipts for payments made over phone and online
  • Calculated, prepared and issued bills, invoices, account statements and other financial statements according to established procedures
  • Investigated and evaluated customers for creditworthiness and potential risk factors
  • Contacted clients about verifying account information and updated services, answered questions and resolved concerns to uphold exceptional customer service standards and promote brand loyalty
  • Verified application and account details to accurately asses credit and financial risks of potential clients
  • Monitored client abilities and account information to determine appropriate credit approval decisions
  • Updated client accounts with new information and verified data for informed credit approvals
  • Monitored accounts for signs of fraud and non-payment issues
  • Collaborated with management to evaluate credit strategies and develop improvements
  • Prepared reports of findings and recommendations
  • Kept records of customers' charges and payments
  • Managed account data and verified information with clients, past creditors and other involved parties
  • Interviewed credit applicants by telephone or in person to obtain personal and financial data needed to complete credit report
  • Attended ongoing professional training to facilitate accurate and productive credit management
  • Motivated and encouraged staff to enhance productivity and meet demanding internal and customer targets
  • Collected data and performed trend and variance analysis to mitigate risk arising from bad debt
  • Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements
  • Referred delinquent accounts to collections department or outside resources
  • Worked with clients to define and implement terms for approved credit requests
  • Reported key performance indicators to department heads for management of positive cash flow and to adjust credit risk policies and procedures
  • Wrote and implemented standard operating procedures for credit personnel to achieve consistency in unit operations
  • Balanced cash and bank deposits to generate monthly accounting reports.
  • Reviewed past-due accounts to contact customers to establish payment plans.
  • Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes.
  • Revised or made changes to account information such as address, name and social security number.
  • Utilized 10-key calculators, typewriters and copy machines to perform calculations and produce documents.
  • Used check scanning system to apply check payments to open charges on customer accounts.
  • Accepted, documented and issued receipts for payments made over phone and online.
  • Calculated, prepared and issued bills, invoices, account statements and other financial statements according to established procedures.
  • Investigated and evaluated customers for creditworthiness and potential risk factors.
  • Contacted clients about verifying account information and updated services, answered questions and resolved concerns to uphold exceptional customer service standards and promote brand loyalty.
  • Verified application and account details to accurately asses credit and financial risks of potential clients.
  • Monitored client abilities and account information to determine appropriate credit approval decisions.
  • Updated client accounts with new information and verified data for informed credit approvals.
  • Kept records of customers' charges and payments.
  • Prepared reports of findings and recommendations.
  • Collaborated with management to evaluate credit strategies and develop improvements.
  • Monitored accounts for signs of fraud and non-payment issues.
  • Interviewed credit applicants by telephone or in person to obtain personal and financial data needed to complete credit report.
  • Managed account data and verified information with clients, past creditors and other involved parties.
  • Attended ongoing professional training to facilitate accurate and productive credit management.
  • Motivated and encouraged staff to enhance productivity and meet demanding internal and customer targets.
  • Collected data and performed trend and variance analysis to mitigate risk arising from bad debt.
  • Maintained full knowledge of current regulatory environment and made proactive adjustments to meet changing requirements.
  • Referred delinquent accounts to collections department or outside resources.
  • Worked with clients to define and implement terms for approved credit requests.
  • Reported key performance indicators to department heads for management of positive cash flow and to adjust credit risk policies and procedures.
  • Wrote and implemented standard operating procedures for credit personnel to achieve consistency in unit operations.

Education

Some College (No Degree) - Criminal Justice

Florida Metropolitan University
Fort Lauderdale, FL

Some College (No Degree) - Medical Service

Baltimore City Community College
Baltimore, MD

Skills

  • Leadership
  • Google Docs
  • Google Suite
  • Analysis skills
  • Research
  • Microsoft Project
  • Credit Analysis
  • Calibration
  • Quality Assurance
  • Employee Orientation
  • Team Management
  • Computer Networking
  • Negotiation
  • Underwriting
  • Quality Management
  • Microsoft Office
  • Recruiting
  • Classroom experience
  • Design thinking
  • LMS (XE LEARN)
  • Canva

Accomplishments

  • Developed 20 advanced training courses using XE LEARN (LMS).

Timeline

Training and Development Manager

Connexion Point
04.2019 - 05.2022

Quality Assurance Manager

IQOR(T-Mobile)
11.2015 - 04.2019

Global Trainer

IQOR Global Service LLC
11.2015 - 04.2019

Learning Specialist

SITEL
07.2015 - 11.2015

Training and Development Specialist

American Express - Corp
10.2009 - 10.2014

Lead Customer Care Professional

American Express
02.2009 - 10.2009

Vehicles Sales Executive

AL Hendrickson Toyota
01.2007 - 01.2008

Billing Clerk II

Zodiac Pool Care Inc
01.2005 - 01.2007

Credit Processor

Crystal Springs Water
01.1999 - 01.2004

Some College (No Degree) - Criminal Justice

Florida Metropolitan University

Some College (No Degree) - Medical Service

Baltimore City Community College

Similar Profiles

CREATE PROFILE
Stephanie Smith