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.

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.

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..

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.

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.

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.