Experience

Dynamic BDC

• United States
• Advertising Services
• 1 - 100 Employee

• Project Manager - Training and Development

  • Aug 2019 - Feb 2021

  Troy, Michigan, United States • Oversees the business development center at the remote contact center for automotive clients. • Coaching and Developing agents to gather and properly distribute lead information. Performance manage agents on Key performance indicators. • Oversee daily activity and manage in real time customer agent traffic.



Credit Acceptance

• United States
• Financial Services
• 700 & Above Employee

• Training Manger - Collections

  • Nov 2017 - Oct 2019

  Southfield, Michigan, United States ● Skip tracing performed by collecting information on the individual in question. All information recovered by the skip tracer is analyzed, verified, and used to determine the location of the individual. It is the job of the skip tracer to use any number of resources and databases to collect the required information. ● Assist in adding revenue back to the company. Help those individuals that are past due on their auto loans gather information to better understand their personal situation and… Show more ● Skip tracing performed by collecting information on the individual in question. All information recovered by the skip tracer is analyzed, verified, and used to determine the location of the individual. It is the job of the skip tracer to use any number of resources and databases to collect the required information. ● Assist in adding revenue back to the company. Help those individuals that are past due on their auto loans gather information to better understand their personal situation and negotiate payment. Receive inbound and outbound calls. ● Fully service and scrub all account to make sure all information is up to date and accurate, Show less



Concentrix

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

• Training Manager

  • Mar 2013 - Oct 2017

  Southfield, Michigan ● Reporting to the Site Director. Assist in the day-to-day management of site operations for a Global IT client, with daily accountability to the leadership cross functional training team. Provide guidance and supervision of 6 trainers in a blended environment; Coached, motivated, trained, developed and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices. ● Facilitate and lead the assessment and delivery of our client… Show more ● Reporting to the Site Director. Assist in the day-to-day management of site operations for a Global IT client, with daily accountability to the leadership cross functional training team. Provide guidance and supervision of 6 trainers in a blended environment; Coached, motivated, trained, developed and guide employee performance through a variety of mechanisms such as observations, metrics analysis and feedback devices. ● Facilitate and lead the assessment and delivery of our client training programs. Delivery of over 96 classes, with a graduation rate of 86% per class average, with other responsibilities include providing continuous improvement of learning opportunities to ensure the maximum effectiveness of the company's efforts. ● Utilized strong knowledge of customer systems, and leadership skills to oversee and guide employees to meet performance and customer service objectives. ● Responsible for the delivery of training programs that enhance retention rates, by increasing morale and overall skill set of new hires. ● Administer performance management by diagnosing improvement opportunities, providing effective feedback, trained and utilized corrective action plans to meet operational objectives. ● Assisted in the successful COPC re-certification of the Southfield location 2 consecutive years (2016 – 2017) Show less