Becky Hendricks Email & Phone Number

De Pere, WI

• Responsible for leading efforts to produce consistent service excellence through a multidisciplinary team visibly committed to achieving the vision and mission of the organization.
• Develop care team members to their fullest potential through the use of clearly defined goals and objectives, performance metrics, regular feedback, timely performance appraisals, call monitoring and side-by-side.
• Identify and provide challenging developmental opportunities for care team members, and address gaps and/or leverage strengths
• Provide proactive support to build and retain a highly effective care center workforce. Work with the recruiter and Care Center Leader to establish and achieve workforce planning objectives
• Facilitate the planning and in some cases, direct the accomplishment of the daily work expectations to assure alignment with organizational objectives

Green Bay, Wisconsin Area

Lead various system releases focusing on change management, training, and communication plans for various areas of the Enterprise.Assisted in training the Enterprise Sales group on their Customer Relationship Management tool and processes.

Green Bay, Wisconsin Area

• Learning and Development Specialist, January 2001- May 2006
• Facilitated technical and soft skill curriculum at both on and off site company locations.
• Collaborated with team members to redesign new hire customer service training.
• Designed curriculum and trained new software package to Finance and Sales Departments both on and off site.
• Coached and assisted team members to implement methods to facilitate learning while implementing a new platform.