Experience

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  Callaway Golf

  • United States
  • Sporting Goods Manufacturing
  • 700 & Above Employee

  • Callaway Master Fitter

    • Apr 2018 - Present

  • Outside Brand Representative

    • Mar 2010 - Present

    -Organize, develop and schedule Outside Customer Promotional Events and Product Demonstration-Work directly with major northwest Callaway accounts to drive sales and customer loyalty -Deliver Callaway Retail Sales Training for Dicks Sporting Goods, Golf Galaxy, and Sports Authority Sales Associates -Consistently increase quality interactions, sales metrics, and customer satisfaction

• 

  Nunwood

  • Global

  • Senior Consultant/Trainer CEM North America Europe Asia-Pacific

    • Jun 2012 - Jun 2014
    • Global

    -Business Process Consultant and Sales & Coaching Professional -While working with Microsoft, General Electric, and Toyota charged with developing and certifying Senior Level Managers in the art of driving a high level of performance in their Managers and Team Leaders-Deliver improved metrics in sales conversions, customer loyalty, and customer retention for world class companies including Toyota Motors, Microsoft, General Electric, EDMC and Bank of Colorado-Versed in analyzing, developing, and coaching line managers and customer-facing teams to high level performance -Implement and facilitate training courses on; Sales Techniques, Customer Retention, Call Control, and Service-Excellent interpersonal communication and presentation skills

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  Customer Retention Specialists

  • Los Angeles, CA and Boise, ID

  • Senior Consultant Northwest

    • Jan 2007 - Jul 2012
    • Los Angeles, CA and Boise, ID

    -Project managed Service/Sales training and coaching program for Microsoft Corporation-adCenter Canadian Customer Service Center, Toyota Motors Financial, Bank of Colorado, and EDMC Education Corporation-Performed both agent/customer interaction certifications and Supervisor coaching certifications-Pioneered and managed project for first ever retail sales call for Toyota Motors-Created numerous quality forms tailored to specific customer interactions -Consistently generated improved performance in service metrics, retention, and conversion

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  DIRECTV

  • United States
  • Entertainment
  • 700 & Above Employee

  • Corporate Project Manager

    • Jan 2003 - Mar 2007

    -Project Manager for successful launch of the Tulsa, Oklahoma DIRECTV contact center oversaw effective implementation of IT, Training, Human Resources, Facilities etc.-Developed new customer segmentation marketing strategies and retention offers based on Siebel analytics and valuation-Acted as a customer operations liaison with the Customer Retention teams and corporate marketing organization-Project leader of customer service projects and initiatives including the J D Power Award Achievement Drive-Operations leader and manager for the DIRECTV employee retention drive

  • Team Leader

    • Jan 2000 - Jan 2003

    -Responsible for coaching, developing, and mentoring a large team of Customer Retention and Service agents on negotiation, sales programs, consultative service, and reference materials-Consistently led top performing teams in save/sales rate, quality service while driving cost down-Provided detailed performance reviews and feedback materials for Customer Retention Team members-Worked directly with Human resources on FMLA and other employment law scenarios impacting team members