Experience

VectorVest, Inc

• Financial Services
• 1 - 100 Employee

• Internal Training manager

  • Jul 2017 - Present

  • Create and maintain a structured developmental path for all consultants• Identify and assess specific training needs and provide educational seminars with consultants• Develop training manuals that target employee education and customer retention• Facilitate internal training classes on best practices• Supervise training progress and implementation.• Implements “Benchmark State-of-the-art” practices where applicable for organizational success• Serves as B2B liaison between corporate clients and consultants. • Participates in developmental workshops to stay abreast of industry changes.• Oversees technological implementation of training software and onsite training • Coordinate user group and training sessions for external workshops• Lead training teams for enterprise events• Report individual progress to Managers of Product support, Manager of Retention, and the VP of Educational Services.• Create and maintain all new-hire training course workbooks and training materials• Conduct daily new hire sessions and track new-hire progress over a timeline of 30, 60, and 90 days.• Provide support with inbound calls as needed.• Assist with escalation callbacks • Assist with live chats • Schedule and monitor paid trainings• Update paid trainings in SharePoint Show less

• Instructor

  • Aug 2006 - Present

  Maintain customer retention (Top 5 performance rating for the last 10 years/annual review)Maintains professional and technical knowledge by tracking emerging trends in call center operations Attend educational workshops; review professional publications Establish personal networks Benchmarking state-of-the-art practices Participating in professional societiesEducating investing techniques and software use to customers through use of visual and voice presentationUser group leader coordinator and facilitatorTeam Lead/Mentor Show less



Car Looks and Performance

• General Manager

  • 2003 - 2006

  Managed all design team for three locations Supervised the graphic designs and marketing to local race teams Managed the sales, designs, and deadlines for custom vehicle work Created Marketing Content and pitched tint and graphic design ideas to local businesses Researched and aligned marketing content to suite the consumer demographic of each location. Managed all design team for three locations Supervised the graphic designs and marketing to local race teams Managed the sales, designs, and deadlines for custom vehicle work Created Marketing Content and pitched tint and graphic design ideas to local businesses Researched and aligned marketing content to suite the consumer demographic of each location.



CCI Telecom

• Telecommunications
• 1 - 100 Employee

• Sales Manager

  • 1998 - 2003

  Created and maintained B2B relationship with small business and large corporations. Hiring and recruiting. Local marketing. Responsible for initial and continued training of employees Partnered with a high-performing sales staff to provided quality customer service. Served as a customer advocate; interfaced with the clients' designated program administrators to provide product and service solutions and meet individual customer needs. Assisted customers with billing and expense management, post sale customer education on wireless service and equipment, issue resolution, and technical troubleshooting. Effectively delivered post-sale care services, exceeding clients' expectations in a cost-effective manner. Obtained significant business by delivering presale presentations to demonstrate new phone features. Show less