Experience

Ferguson Superstore

• United States
• Retail Motor Vehicles
• 1 - 100 Employee

• Sales Consultant

  • Jun 2016 - Present

  Sales Consultant focused on solving client problems. Sales Consultant focused on solving client problems.



HireRight

• United States
• Human Resources Services
• 700 & Above Employee

• Training Specialist

  • Jun 2014 - Nov 2015

  Manage, schedule & facilitate virtual classrooms training high value customers on any of 5 different platforms and over 200 different products; average survey score 8.60/10.00.Create, modify & edit training material to suit unique training needs. Spearhead project for unique open forum training session, locating subject matter experts and targeting specific clients. Manage, schedule & facilitate virtual classrooms training high value customers on any of 5 different platforms and over 200 different products; average survey score 8.60/10.00.Create, modify & edit training material to suit unique training needs. Spearhead project for unique open forum training session, locating subject matter experts and targeting specific clients.



The Cara Group

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Consultant (USCC Project)

  • Dec 2012 - Jul 2013

  Partner with CARA & client peers to create a positive learning environment where participants (14,000 associates, franchisees, vendors & partners) can begin to develop mastery of a new billing & POS solution as well as associated processes & policies using an existing role-based curriculum with 80+ courses including traditional and virtual classroom. Also responsible for collecting and sharing data regarding the efficiency of the training curriculum in an effort to improve said material. Partner with CARA & client peers to create a positive learning environment where participants (14,000 associates, franchisees, vendors & partners) can begin to develop mastery of a new billing & POS solution as well as associated processes & policies using an existing role-based curriculum with 80+ courses including traditional and virtual classroom. Also responsible for collecting and sharing data regarding the efficiency of the training curriculum in an effort to improve said material.



Self Employed

• Real Estate
• 1 - 100 Employee

• Experienced Training & Management Professional

  • Apr 2010 - Dec 2012

  see www.chesterlohman.info for my resume or www.chesterlohman.com for more information about me. see www.chesterlohman.info for my resume or www.chesterlohman.com for more information about me.



Telerx

• United States
• Individual and Family Services
• 1 - 100 Employee

• Project Manager II

  • Apr 2011 - Dec 2011

  Offered insight to better and more efficient management of HardMetrics software (Call Center Performance Manager). Involved with redesign of Object, Measurement & Metric hierarchies. Supported project roll-out company wide, including but not limited to, creation and presentation of training package for post rebuild tool. Manage cleanup, performance improvement and daily activities surrounding HardMetrics. Offered insight to better and more efficient management of HardMetrics software (Call Center Performance Manager). Involved with redesign of Object, Measurement & Metric hierarchies. Supported project roll-out company wide, including but not limited to, creation and presentation of training package for post rebuild tool. Manage cleanup, performance improvement and daily activities surrounding HardMetrics.



TCIM Services

• United Kingdom
• Industrial Machinery Manufacturing

• HardMetrics Implementation Manager

  • Nov 2000 - Apr 2010

  • 2009 – Introduced finance department to HardMetrics reporting; saved $50,000 in salary revenue the first month.• 2010 – Facilitated design and training for over 200 representatives in 4 call centers on new software implementation. Training completed & agent-usage at requested levels by deadline.• 2007-2010 – Payroll Process Improvement; formulated solutions focusing on a streamlined and accurate payroll reporting system, overcoming the challenges of constantly changing contracts.• 2007-2010 – Payroll Process Improvement; standardized payroll department codes across all locations. Simplified payroll hours tracking & supported hours reduction company-wide. • 2006-2010 - Managed Hardmetrics; a centralized resource for all performance data across the company. My responsibilities included facilitating validation of all Inbound & payroll data, creating & publishing reports and training all managers, including the company president and the owner, on the practical use of HardMetrics. A resource as comprehensive as HardMetrics offered every manager the ability to identify performance gaps, financial loss, and negative trends, equipping them with the foundation for increasing efficiency at all levels of the company.

• Development Coordinator, Training Manager, Lead Trainer, Trainer

  • Nov 2000 - Apr 2010

  • 2002-2003 – Working with a team of peers, reduced a 200 hour training package by 40 hours. Average savings per class = $46,000 for each following class.• 2002-2003 – Invited by the client (AT&T LD) to consult with the curriculum design team, affecting improvements to the training material for all vendor and client training.• 2000-2004 – Earned 5 promotions during the first 3 years at TCIM Services.• Designed & updated training material based on internal or client demands.• Managed logistics around classrooms, materials, schedules & other needs for a group of 12 trainers & 10 classrooms on a consistent rotation, including training new-hire classes as needed.• Evaluate & gather feedback on training material, offer feedback to client on necessary changes &/or improvements.• Monitor, coach & develop training staff, encouraging professional growth.

• External Quality consulting and reporting management

  • Jan 2004 - Feb 2007

  • 2004-2007 – Improved performance throughput for the team based on data analysis, training & coaching of direct reports, to achieve contractual obligations for 10 consecutive months.• 2004-2007 –Suggested changes in agent call handling protocol; predicting a 5% increase in JD Powers’s results.• 2004-2007 – Identified changes to agent call handling protocol to reduce AVG 60 min calls times by 6%• 2004-2007 – Compiled data resulting in a 3% decrease in transfer requests by customers speaking to offshore agents.• 2004-2007 - Managing all design and GUI changes to Qjac; combined with accurate and comprehensive reporting based on data derived through Qjac, generated over $2MM in revenue. • Acted as first point of contact with client for all reporting needs. Second point of contact for team management.• Compile information gathered from the monitoring team. Generate reports directed towards improvement of service levels, consumer perception or cost savings.



VOICESTREAM (T-MOBILE) WIRELESS

• Retail Sales Rep

  • Jan 1998 - Jan 2000

  Discovering a need for advanced knowledge regarding wireless technology and handsets; I performed my own research and located experienced resources such as tower engineers. My initiative received recognition throughout the region and earned me the title Subject Matter Expert for wireless technology. 1999 - Received the Superstar Challenge award for top sales in a tri-state area; during the first 90 days of employment. Competing against all sales personnel, including account managers; I activated over 100 new contracts; establishing a strong client base to build from.; Provided exceptional customer service while designing comprehensive travel package utilizing American Airlines services and software.



Trase Miller

• United States
• Outsourcing/Offshoring
• 1 - 100 Employee

• Vacation Specialist

  • Sep 1998 - Dec 1998

  Provided exceptional customer service while designing comprehensive travel package utilizing American Airlines services and software. Provided exceptional customer service while designing comprehensive travel package utilizing American Airlines services and software.



QuikTrip

• United States
• Retail
• 700 & Above Employee

• 2nd assistant manager

  • Dec 1996 - Aug 1998