Experience

to be determined

• Business Consulting and Services
• 100 - 200 Employee

• Partner

  • Jul 2015 - Present

  Our focus is on workforce optimization for businesses with a customer service focus. The company offers training specifically designed for contact centers ranging from wireless, retail, health and utilities. Along with training, the company creates quality assurance programs designed to develop people and enable them to offer first class service. Debra Russell and Beverly Stryker are a team that have proven to be innovative in the areas of quality and training. There is also expertise in optimizing performance through workforce management, metrics, reporting and employee engagement with the goal of reducing customer effort and improving customer satisfaction. Show less



McKesson Health IT

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Quality Assurance & Training Manager

  • Dec 2009 - Jun 2014

  Responsible for management of all of the training and quality assurance for a 900 seat outsourced contact center Scottsdale as well as a 100 seat contact center in Overland Park, Kansas. Managed a staff of up to 10 Trainers, 2 Instructional Designers, and 20 QA Analysts. Created training programs for customer service, coaching, and class room facilitation skills. Responsible for management of all of the training and quality assurance for a 900 seat outsourced contact center Scottsdale as well as a 100 seat contact center in Overland Park, Kansas. Managed a staff of up to 10 Trainers, 2 Instructional Designers, and 20 QA Analysts. Created training programs for customer service, coaching, and class room facilitation skills.



WDS

• United Kingdom
• Telecommunications
• 300 - 400 Employee

• Training & QA Manager

  • May 2007 - Dec 2009

  ·Responsible for management of all training and quality assurance for Wireless Data Services, an outsourcer of contact center business in North America. ·As an outsourcer, I am responsible for both ramp and attrition training to support our clients including Verizon Wireless (Wireless Data Technical Support, DCS, and West Indirect, West Tech and Prepaid), currently responsible forT-Mobile, AT&T, and an additional center with small contract support. ·Interact in business to business relationships with client representatives. - Currently supervise 4 trainers and 1 Instructional Designer as well as 8 QA Analysts. -Manage the curriculum development for 3-week new hire training for Tier 3 Technical Support agents for T-Mobile and revision of curriculum for all groups. ·Managed the ramp of the Kirkland contact center from 300 agents to 500 agents in 6 months and worked with the project team on the ramp of the Boise contact center beginning with the first hire to 800 agents in 5 months. ·Supervised 5 trainers in Boise and 5 trainers in Kirkland, as well as an Assistant Manager of QA in Boise and Supervisor of QA in Kirkland who supervised 20 QA Analysts. ·Created soft skills training programs; Connecting With Customers for new hire classes and Effective Coaching for Coaches delivered to Supervisors in all groups. Also, created workforce management training for agents called The Power of One. ·Assisted the recruiting for the Kirkland ramp from 100 to 300 seats. Show less



Starbucks

• United States
• Retail
• 700 & Above Employee

• QA & Training Manager

  • Jan 2003 - May 2007

  • Managed the implementation of a quality assurance monitoring program and new hire training program for the Customer Contact Center. This included ongoing revisions to reflect innovations. • Managed the quality assurance and training programs for the Customer Contact Center with 100+ seats. • Managed the 4 Quality Assurance/Training Specialists, Program Designer, & the Executive Liaison Specialist. • Made decisions with the management team regarding processes, procedures, and operations of the contact center. • Acted as the vendor manager with the staffing agencies that staff the contingent workforce. • Conducted the Customer Contact Center portion of the 3 C’s District Manager training for Starbucks retail and licensed store District Managers. • Designed training programs as needed including participant and leader guides for QA Coaching for Coaches, Power of One, & Training Room Facilitator training. • Conducted training classes as needed for soft skills, coach, and trainer training. • Managed the project and project team to acquire a quality monitoring tool for the Customer Contact Center, including an RFP (Request for Proposal). Show less



CellularOne, Inc.

• Wireless Services
• 1 - 100 Employee

• Professional Development Manager

  • Jun 2000 - Jan 2003

  • Managed a team of 8 trainers, 3 instructional designers, 6 recruiters, and 20 quality assurance representatives for three call centers in Washington, Texas, and Kansas to train and staff 850 positions, doing business as Cellular One. • Personally designed three training programs: Customer Service and Telephone Techniques, Exceeding Customer Expectations, and Coaching for Success, in 2001 to replace consultant training programs at a cost savings of $100,000 per year. • Manage a $630,000 training/quality budget and a $484,844 recruiting budget for the Professional Development Department. • Conducted training programs for managers and supervisors. Show less



PACE Staffing Network

• Staffing and Recruiting
• 1 - 100 Employee

• Senior Manager of Training

  • Sep 1993 - Jul 2000

  Senior Manager • Reported directly to the President of this Puget Sound staffing company, and as a member of the senior management team made decisions regarding the planning, business, and operations of the company. • Developed the curriculum and conducted the training programs on customer service, telephone techniques, and anti-harassment that were offered to the 4000 field employees and internal staff. • Developed the curriculum and conducted customized training programs in for major clients including Starbucks Coffee Company, Interact, Voicestream, and Evergreen Hospital. Branch Manager • Managed the Seattle Branch of PACE Staffing, offering 12,000 hours a week of staffing services to Seattle based companies including Group Health Cooperative/ Kaiser, Starbucks Coffee Co., Adobe, Children’s Hospital & Medical Center, and Seattle Times. • Set goals, created a budget, and managed workflow for the Seattle branch, which operated as an individual profit center in the company producing one half of the entire company’s revenue. • In 1998, at the request of the President/Owner, took over the management of the faltering Bellevue Branch. Under my leadership, my team brought the branch to profitability in 5 months providing staffing to companies including Microsoft and Voicestream. • Hired and managed the performance of the staff using mentoring, coaching, individual monthly meetings, performance appraisals, and discipline when needed. Show less