Experience

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  ClearOne Advantage

  • Baltimore, Maryland

  • Corporate Trainer

    • Apr 2015 - Aug 2016
    • Baltimore, Maryland

    Create, develop and facilitate training materials to New Hires and tenured employees. Work closely with HR in the recruitment process.

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  CCCS of MD and DE

  • Catonsville, MD

  • Corporate Trainer

    • Sep 2013 - Apr 2015
    • Catonsville, MD

    ▪ Create, develop, edit and facilitate training materials▪ Supervise and train 30 employees (includes recruiting, interviewing, hiring, scheduling, payroll, quality assurance, coaching, disciplining, performance evaluations, terminating, addressing complaints, and resolving problems) ▪ Conduct Community Outreach Training ▪ Conduct New Hire Orientation and the New Hire Training Program▪ Monitor daily call performance and call volume, to ensure that calls are being handled efficiently▪ Open and close the office▪ Create, develop and monitor our Triage department, who are responsible for greeting all clients and determining the proper department to forward the call to▪ Conduct and track testing and certification of our staff▪ Create company policies and procedures, interoffice memos and newsletter articles▪ Keep current with the latest training techniques and methods (virtual training, e-learning, webinars, and classroom instruction utilizing PowerPoint)▪ Coordinate, administer, export, track, and report survey results to our staff▪ Oversee the Quality Assurance department▪ Manage the legal compliance, and the Health and Safety in the Workplace programs ▪ Act as a liaison between the various departments

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  NCO Financial Systems

  • Corporate Trainer

    • 2003 - 2012

    ▪ Managed 10-20 call center representatives (involved scheduling, coaching, disciplining, terminating, tracking , testing, payroll, addressing complaints, and resolving problems)▪ Full life-cycle recruiting▪ Created, developed, and facilitated training materials utilizing various modalities (PowerPoint presentations, classroom instruction, virtual training, webinars, e-learning, and role-playing)▪ Oversaw the Quality Assurance department▪ Acted as a liaison between the various departments (including human resources, resource planning and the help desk)▪ Conducted FDCPA and HIPAA testing of our staff to ensure they were in compliance with all federal, state and local laws▪ Managed a variety of company wide projects, including employee surveys, attrition tracking, diversity projects, legal compliance program, job enrichment training, and The Leadership Development for Excellence Program, which involved ongoing training of our managerial staff

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  Bally Total Fitness

  • Towson, MD

  • Trainer and Operations Manager

    • Jul 1988 - Aug 2003
    • Towson, MD

    As a Trainer (1993-2003):▪ Managed 10-20 call center representatives (involved recruiting, interviewing, hiring, scheduling, coaching, disciplining, terminating, remitting timesheets, testing, addressing complaints, and resolving problems)▪ Created, developed, and facilitated training materials▪ Oversaw our Quality Assurance department▪ Acted as a liaison between the various departments ▪ Conducted testing of our staff to ensure they were in compliance with all federal, state and local laws As an Operations Manager (1988-1993):▪ Managed a staff of 15 employees▪ Tracked and replied to all correspondence directed to the executive level▪ Assisted the VP of Financial Services with budgeting reports and quarterly projections▪ Managed all contact with vendors▪ Acted as a liaison between the various departments