Beverly Stryker Email & Phone Number

Arizona

Our focus is on workforce optimization for businesses with a customer service focus. The company offers training specifically designed for contact centers ranging from wireless, retail, health and utilities. Along with training, the company creates quality assurance programs designed to develop people and enable them to offer first class service. Debra.

Scottsdale, Arizona

Responsible for management of all of the training and quality assurance for a 900 seat outsourced contact center Scottsdale as well as a 100 seat contact center in Overland Park, Kansas. Managed a staff of up to 10 Trainers, 2 Instructional Designers, and 20 QA Analysts. Created training programs for customer service, coaching, and class room facilitation.

Kirkland, Washington

·Responsible for management of all training and quality assurance for Wireless Data Services, an outsourcer of contact center business in North America.·As an outsourcer, I am responsible for both ramp and attrition training to support our clients including Verizon Wireless (Wireless Data Technical Support, DCS, and West Indirect, West Tech and Prepaid).

Seattle, Washington

• Managed the implementation of a quality assurance monitoring program and new hire training program for the Customer Contact Center. This included ongoing revisions to reflect innovations.
• Managed the quality assurance and training programs for the Customer Contact Center with 100+ seats.
• Managed the 4 Quality Assurance/Training Specialists, Program Designer, & the Executive Liaison Specialist.
• Made decisions with the management team regarding processes, procedures, and operations of the contact center.
• Acted as the vendor manager with the staffing agencies that staff the contingent workforce.
• Conducted the Customer Contact Center portion of the 3 C’s District Manager training for Starbucks retail and licensed store District Managers.

Issaquah, Washington

• Managed a team of 8 trainers, 3 instructional designers, 6 recruiters, and 20 quality assurance representatives for three call centers in Washington, Texas, and Kansas to train and staff 850 positions, doing business.
• Personally designed three training programs: Customer Service and Telephone Techniques, Exceeding Customer Expectations, and Coaching for Success, in 2001 to replace consultant training programs at a cost savings of.
• Manage a $630,000 training/quality budget and a $484,844 recruiting budget for the Professional Development Department.
• Conducted training programs for managers and supervisors.

Seatle, Washington

• Senior Manager
• Reported directly to the President of this Puget Sound staffing company, and as a member of the senior management team made decisions regarding the planning, business, and operations of the company.
• Developed the curriculum and conducted the training programs on customer service, telephone techniques, and anti-harassment that were offered to the 4000 field employees and internal staff.
• Developed the curriculum and conducted customized training programs in for major clients including Starbucks Coffee Company, Interact, Voicestream, and Evergreen Hospital.Branch Manager
• Managed the Seattle Branch of PACE Staffing, offering 12,000 hours a week of staffing services to Seattle based companies including Group Health Cooperative/ Kaiser, Starbucks Coffee Co., Adobe, Children’s Hospital &.
• Set goals, created a budget, and managed workflow for the Seattle branch, which operated as an individual profit center in the company producing one half of the entire company’s revenue.