Accountable in driving overall Training performance across assigned sites and accounts. Owns effectiveness, efficiency, consistency of internal regional training and client training processes and initiative within Global Training. Provides training intervention on performance gaps while coming up with short and long-term delivery plans to ensure strategies and tactics are executed against timelines, resources, process guidelines, competency requirements, and expectations of Results and our partners. Identifies Global Training organizational needs in staffing, budget, and general support (e.g., technology solutions, and creates/provides recommended solutions. Provides regular presentations to stakeholders on WoW/MoM improvement measures e.g., glidepaths, scorecards, action registries, etc.

Works directly with internal partners and clients to ensure the Training team has everything needed to be successful. Oversees client/LOB launches in multiple sites and geos. Responsible for all Comcast sites, Domestic and Near Shore, to ensure internal and client training expectations are met, Trainer development occurs in a way to bolster training effectiveness, and develop improvement plans for Retention and KPI goals. Recently transitioned to Blue Cross Blue Shield Michigan to assist/oversee staff hiring, onboarding, process improvement, and to develop cure plans to address high attrition and KPI improvement. • Developed and led account projects reducing attrition and improving speed to proficiency within 90-day periods • Developed Improvement Plans for sites focusing on Trainer development which led to higher trainee satisfaction scores and increased onboarding retention • Leading Project Team for Virtual Training Certification to improve Training Satisfaction, reduce attrition, and mitigate financial burden in virtual training setting vs traditional

Responsible to ensure classes are held when required and graduates can perform their duties accurately and timely while ensuring both Results’ and client’s requirements are met. Heads continual process improvement, leading to heightened performance and quality, higher trainee survey scores, and lessened attrition. Develops trainers through observation and data mining to heighten speed to proficiency. Conducts Train the Trainer and campaign/product launches via webcam and in person. Designs instructional material based on agent trends with a working knowledge of adult learning theories. Often consulted by Account Operation team on client specifics, sales strategies, and potential scripting.• Great record of progressing performance outlier teams to above goal through strategic incentive development and a hands-on coaching approach within a three-week period• Developed a Trainer incentive based on reducing attrition, improving sales, and improving quality scores immediately following training • Collaborated with Comcast’s Journey team to gather examples and share insights supporting process improvement throughout the customer experience with focus on misaligning information in their Einstein360 platform• Partnered with Results’ Customer Experience (CX360) Director to develop a coaching effectiveness training and facilitated to operational leadership which lead to an improvement in coaching effectiveness • Spearheaded a leadership effectiveness committee on Net Promoter Score (NPS), Voice of the Customer (VOC), and Operations focused on process improvement initiatives within the Huntington site• Through QA reporting from J.Lodge and partnership with AO and VOC teams, developed training curriculum and huddles for new QA guidelines which lead to the highest Sales Quality Excellence (SQE) scores for Comcast Telesales of all eight vendors and internal Comcast sites

Introductory leader and facilitator for new associates, promoting the core values and culture for the Results Companies. Responsible for orienting new associates to the organization as well as initial and ongoing client and internal skills training. Also, conducted limited leadership training around new products and call flow strategies and supported Operations through observation and coaching & development when not in class.

Team lead position in the Grad School department to aid in development of new agents during nesting. Responsible for design and facilitation of team huddles and responsible for building strong sales & quality agents.• Consistently produced the top performing team with the highest quality

Assisted customers over the phone with Xfinity products/services in multiple Comcast Telesales campaigns with focus on up-sales through a consultative approach.• Often selected to assist with newer agents and conduct floor support

Responsible for recruiting, interviewing, hiring, scheduling, and training new staff. Ensured staff followed all regulations. Ensured the staff had enough product to serve customers through daily logistics. Conducted weekly & monthly inventory and accounting.• Continually praised for betterment of customer experience and heightened revenue