Ali Schmitz Email & Phone Number

Bend, Or, Us

Remote Chicago Il

Department head over Training and Quality for the Customer Operations team. Implemented multi channel quality rubrics, quality policies and procedures, regular cadence calibrations, and grade the grader program that helped deliver high customer satisfaction, lower service levels, and provided and insight of agent behavior and ticket management.I created and maintain a training program through learning management tools, instructional lead trainings, and a knowledge base that is used for… Show more Department head over Training and Quality for the Customer Operations team. Implemented multi channel quality rubrics, quality policies and procedures, regular cadence calibrations, and grade the grader program that helped deliver high customer satisfaction, lower service levels, and provided and insight of agent behavior and ticket management.I created and maintain a training program through learning management tools, instructional lead trainings, and a knowledge base that is used for onboarding new employees and support the continued education for existing employees. Recently launched the Delivering Dynamic Leaders program that recognizes high performers and supports them in becoming top tier bench strength that will shape them in their development as future leaders. Show less

Bend, Oregon

Department head over three separate campaigns each with a training team. Participate in calibration and operational team meetings to ensure understanding of key performance, quality, and business drivers. Attend quarterly and monthly training reviews with client to understand new initiatives and develop plans for delivering and reporting these initiatives to the LOBs. Partner with operations to identify and address opportunities for growth in key metrics and business drivers. Work with trainers… Show more Department head over three separate campaigns each with a training team. Participate in calibration and operational team meetings to ensure understanding of key performance, quality, and business drivers. Attend quarterly and monthly training reviews with client to understand new initiatives and develop plans for delivering and reporting these initiatives to the LOBs. Partner with operations to identify and address opportunities for growth in key metrics and business drivers. Work with trainers in all lines of business to develop ad-hoc curriculum and documentation to address hot-button issues and site deficiencies. Monitor and report to operations about ongoing proficiencies and customer satisfaction of new advisors transitioning from training to production. Develop and cultivate partnership with all of our clients, accounts, and account managers. Maintain an environment of continual improvement across all design and facilitation processes owned for any assigned accounts. Conduct training needs and gap analysis to improve performance and ensure continues improvement. Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling; coordinate, plan, and assign work for staff in accordance with the organization’s policies and procedures. Track new hire performance and complete trainer scorecard on a monthly, quarterly and annually basis. Mentor trainers to maximize their skill sets in training and facilitation, and develop their understanding of quality processes and methodologies. Perform regular assessment of classroom/facilitation skills of direct reports through the Trainer Observation process. Ensure staff has adequate tools, techniques and methods to perform their jobs and deploy best in class support to operations. Contribute to the assessment, analysis, planning, and delivery of client training initiatives. Show less

Dallas/Fort Worth Area

Created engaging learning activities and compelling course content that enhanced retention and knowledge transfer. Worked with subject matter experts and identified target audience’s training needs. State instructional end goals and created content that matched those needs. Visualized instructional graphics, the user interface and the finished product. Conducted instructional research and analysis on learners and contexts. Applied tested instructional design theories, practice and methods… Show more Created engaging learning activities and compelling course content that enhanced retention and knowledge transfer. Worked with subject matter experts and identified target audience’s training needs. State instructional end goals and created content that matched those needs. Visualized instructional graphics, the user interface and the finished product. Conducted instructional research and analysis on learners and contexts. Applied tested instructional design theories, practice and methods. Provided exercises and activities that enhance the learning process. Created supporting material/media. Decided on the criteria used to judge learner’s performance and develop assessment instruments. Maintained project documentation and course folders. Learning Management development. Conducted orientation training sessions. Provide classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops. Show less

Dallas, Texas

Developed a complete training curriculum for both the Marketing Centers and the Client Service call centers for new hire employees. Created curriculum for continued training to help build stronger Representatives. Provided coaching and development to the new hires in transition to their permanent roles. Took on the additional position as an Account Manager to provide training and support to our sister company; Clearwater Payments.

Developed prospects from current commercial customers, referral leads, or sales and trade meetings. Prepare forms or agreements to complete sales. Review business trends to advise customers regarding expected fluctuations. Make presentations on financial services to groups to attract new clients. Sell services or equipment, such as trusts, investments, or check processing services. Determined customers' financial services needs and prepare proposals to sell services that address these needs.

Offered specific training programs to help employees maintain or improve job skills. Assessed training needs through surveys, interviews with employees, focus groups. Developed alternative training methods if expected improvements are not seen. Organize and develop training procedure manuals and guides and course materials such as handouts and visual materials. Presented information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group… Show more Offered specific training programs to help employees maintain or improve job skills. Assessed training needs through surveys, interviews with employees, focus groups. Developed alternative training methods if expected improvements are not seen. Organize and develop training procedure manuals and guides and course materials such as handouts and visual materials. Presented information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures. Design, plan, organize and direct orientation and training for employees or customers of industrial or commercial establishment. Show less