Brian Elliott Email & Phone Number

Provide support to end user, contractor, retail, field sales, and architectural, contacts on all areas of specification, installation, maintenance, and repair of hardwood flooring covering in a contact center environment. Resolve inquiries through phone, live chat, and email.Design and implementation of various technical skills training modules for both onboarding and team continuous learning.Design and editing of 700 article WordPress knowledge database… Show more Provide support to end user, contractor, retail, field sales, and architectural, contacts on all areas of specification, installation, maintenance, and repair of hardwood flooring covering in a contact center environment. Resolve inquiries through phone, live chat, and email.Design and implementation of various technical skills training modules for both onboarding and team continuous learning.Design and editing of 700 article WordPress knowledge database (Hardwoodexpert.com)Act as knowledge liaison for customer service teams to product management, quality assurance, and new product development teams. Show less

Lancaster, Pennsylvania, United States

Provided support to architectural, design, contractor, end-user, and field sales contacts on all areas of specification, installation, maintenance, and repair of hard surface floor covering in a contact center environment. Resolved inquiries through phone, live chat, and email.Created and presented training modules to customer service and field sales reps for technical, skill development, and continuing education needs.Developed and implemented comprehensive training system… Show more Provided support to architectural, design, contractor, end-user, and field sales contacts on all areas of specification, installation, maintenance, and repair of hard surface floor covering in a contact center environment. Resolved inquiries through phone, live chat, and email.Created and presented training modules to customer service and field sales reps for technical, skill development, and continuing education needs.Developed and implemented comprehensive training system effectiveness audit to assess 8 dimensions and identify team training priorities.Created and edited technical documents and manuals, including installation systems and maintenance systems documents for all product categories.Managed projects for process improvement, technology implementation, and call center processes, including design, construction, and maintenance of 1300 article Salesforce.com Knowledge Database. (FloorExpert.com) Show less

Lancaster, Pennsylvania Area

In a startup manufacturing line environment:Analysis and implementation of training needs for staff of 80 manufacturing line operators across 3 crews and 12 job areas.Development and coaching of Subject Matter Expert operators for key job areas.Design and development of training & learning packages for each operator job area.Identification and fulfillment of ad-hoc training needs.Ongoing training and organizational development support for a nationwide… Show more In a startup manufacturing line environment:Analysis and implementation of training needs for staff of 80 manufacturing line operators across 3 crews and 12 job areas.Development and coaching of Subject Matter Expert operators for key job areas.Design and development of training & learning packages for each operator job area.Identification and fulfillment of ad-hoc training needs.Ongoing training and organizational development support for a nationwide network of 12 manufacturing plants, including needs assessments, planning, process design, learning tool design, and knowledge management.Developed and implemented in-depth knowledge assessments for Mechanics and Electricians, with processes for pre-hire screening and a path to job tier progression for existing employees.Developed and implemented comprehensive Manufacturing Operations and Maintenance Training Maturity Audit process to assess plant site training and knowledge management systems. Show less

Middletown, Pa

Resolve inquiries from global end-users, distributor, and sales team about product specifications, applications, and compliance, for all TE product lines including connectors, wire & cable, sensors, tooling, terminals, and relays.

Lancaster, Pennsylvania Area

Provided support to architectural, design, contractor, end-user, and field sales contacts on all areas of specification, installation, maintenance, and repair of hard surface floor covering in a contact center environment. Resolved inquiries through phone, live chat, and email.Created and presented training modules to customer service and field sales reps for technical, skill development, and continuing education needs. Approximately 50 training sessions, totaling 150 hours and 230… Show more Provided support to architectural, design, contractor, end-user, and field sales contacts on all areas of specification, installation, maintenance, and repair of hard surface floor covering in a contact center environment. Resolved inquiries through phone, live chat, and email.Created and presented training modules to customer service and field sales reps for technical, skill development, and continuing education needs. Approximately 50 training sessions, totaling 150 hours and 230 learners annually. Created, managed, and maintained onboarding program for approximately 12 new hires in 2015.Created and edited technical documents and manuals, including installation systems and maintenance systems documents for all product categories.Managed projects for process improvement, technology implementation, and call center processes, including design, construction, and maintenance of 1300 article Salesforce.com Knowledge Database. (FloorExpert.com)Act as knowledge liaison for customer service teams to product management, quality assurance, and new product development teams. Show less

Lancaster, Pennsylvania Area

In a call center environment:Supervision of a claims and technical support teamof approximately 25 reps.Development of training tools and methods related to technical/product knowledge and soft skills. Creation and implementation of comprehensive on-boarding and on-going training programs.Development of metrics, SOPs, and tools to report and analyze team and individual performance metrics. Experienced as technical and soft skills trainer for internal and… Show more In a call center environment:Supervision of a claims and technical support teamof approximately 25 reps.Development of training tools and methods related to technical/product knowledge and soft skills. Creation and implementation of comprehensive on-boarding and on-going training programs.Development of metrics, SOPs, and tools to report and analyze team and individual performance metrics. Experienced as technical and soft skills trainer for internal and field personnel, and customers. Plan and lead training for approximately 25 sessions per year, of groups of up to 30.Contributed to CRM implementation, including Sage SalesLogix and Salesforce.com for approximately 25 users.Effective management and resolution of escalated and high-value customer complaints.Workflow management of 3 high volume phone queues and 5 high volume task queues.Experience in LEAN/Process Improvement methodologies. Show less

Lancaster, Pennsylvania Area, Mid-Atlantic Region

Territory manager with in-depth knowledge of specification, installation, maintenance, and repair of hard surface floorcovering. Manage claims process and exposure to liability.Manage warranty claims across multi-state territory, for our largest distributor, a 100 year business partner.Develop training materials targeted toward specific opportunities, train customers and distribution network on complaint prevention and resolution.Investigate, evaluate, and negotiate… Show more Territory manager with in-depth knowledge of specification, installation, maintenance, and repair of hard surface floorcovering. Manage claims process and exposure to liability.Manage warranty claims across multi-state territory, for our largest distributor, a 100 year business partner.Develop training materials targeted toward specific opportunities, train customers and distribution network on complaint prevention and resolution.Investigate, evaluate, and negotiate high-level warranty claims. Develop training materials and instruct distribution network on complaint prevention and resolution. Show less

Lancaster, Pennsylvania Area

Service inbound contacts through phone and email.Provide guidance in all areas of specification, installation, maintenance, and repair of hard surface floorcovering.

Multi-family leasing and property management.

Residential real estate sales.Leasing/property management.

Lancaster, Pennsylvania Area

Retail sales of furniture and mattresses.

Ba, Psychology/Business Management

Activities and Societies: Alpha Phi Omega service organization, Phi Eta Sigma honor society

Graduate Certificate, Organizational Development, Training, And Learning