I'm passionate about helping insurance agencies and brokers achieve operational excellence with TLDCRM, a comprehensive solution that integrates high-volume telephony with a powerful dialer. By centralizing communication and resources, TLDCRM empowers agents to work smarter, not harder, leading to increased productivity, exceptional customer service, and unwavering compliance.

Full time Mother, caretaker, and household manager - 24/7

• Develop & implement new hire and recurrent training• Coach & counsel QA Evaluations and Call Handling Performance Reports• Recurrent training to improve processes for existing employees • Ensure employees have the necessary training and job aids to perform their job responsibilities.• Develop, coach, support and evaluate the team; responsible for the development of the team by holding monthly scorecard meetings and provide feedback and coaching timely.

• Utilize Salesforce to identity new sales prospects. • Conduct C-Level sales presentations of products and service.• Train newly hired associates for processes and procedures. • Target existing customers for business growth opportunities • Exceeded sales objectives by 138% for Print Management Services • Reduces client print expenses by 50% YoY.• Conducted on-site training for client associates for new products and services. • Strategic prospecting to identify the… Show more • Utilize Salesforce to identity new sales prospects. • Conduct C-Level sales presentations of products and service.• Train newly hired associates for processes and procedures. • Target existing customers for business growth opportunities • Exceeded sales objectives by 138% for Print Management Services • Reduces client print expenses by 50% YoY.• Conducted on-site training for client associates for new products and services. • Strategic prospecting to identify the best solutions for client concerns Show less

• Grew individual dealership wholesale performance by 150% YOY• Conduct 25 training session on sales strategies 2 times a year• Monitor sales performance and established incentive programs to improve success• Executes and achieves business plan and monthly objectives in sales, wholesale and market share.

• Produce and analyze sales for the Parts & Service Division to identify opportunities for growth• Track employee performance and provide coaching metrics to management for review• Identify process breakdowns by performing root cause analysis and develop and implement solutions that deliver upon customer concern resolution requirements.• Assist in preparation of all available to aid Supervisors in their presentation, development and performance and customer satisfaction.

• Track Parts & Service sales performance for 50 Dealerships• Consult on service drive dales, improved retail operations and focusing on advertising, business management, and inventory management• Assist with digital marketing campaigns and incorporate multi-point inspections for future sales.• Represented Ford Motor Company in multichannel sales with clients and business partners.• Train Dealerships on how to target and identify new sales opportunities and train• managers… Show more • Track Parts & Service sales performance for 50 Dealerships• Consult on service drive dales, improved retail operations and focusing on advertising, business management, and inventory management• Assist with digital marketing campaigns and incorporate multi-point inspections for future sales.• Represented Ford Motor Company in multichannel sales with clients and business partners.• Train Dealerships on how to target and identify new sales opportunities and train• managers on sales strategist Show less

• Monitor and maintain service levels to ensure: Lead CSR, CSRs, and other team members are properly supporting the program.• Monitor schedule adherence.• Look for opportunities to improve service levels.• Manage customer handling (call flow) processes.• Hold monthly scorecard meetings.• Provide feedback and coaching timely.• Discuss and implement career development opportunities.• Create and deliver performance reviews.

As the training manager I was tasked with providing the necessary tools and resources to newly hired employees for the Ford Customer Service Division. After successful completion of classroom training, I would introduce the new hires to the telephone system through a specialized queue designed to offer a minimal number of calls each hour. I would track the performance of each trainee through a series of phone audits to grade their understand of the knowledge taught during class and offer… Show more As the training manager I was tasked with providing the necessary tools and resources to newly hired employees for the Ford Customer Service Division. After successful completion of classroom training, I would introduce the new hires to the telephone system through a specialized queue designed to offer a minimal number of calls each hour. I would track the performance of each trainee through a series of phone audits to grade their understand of the knowledge taught during class and offer coaching and feedback on performance during each call. I would conduct side-by-side phone evaluations for each individual to offer immediate feedback as well. During this time, additional training would be offered to the class to address one-off situations discovered during the days calls to address how this issue could be addressed and resolved. Each individual would receive direct customer service training on how to complete the calls in an accurate and timely manner. Tools and resources were provided to aid in each call and trainees had the opportunity to review and seek feedback as needed. Training material was reviewed and revised, as needed, to ensure complete and accurate material provided to each new employee. Remedial training was offered to any and all associates who were struggling with process and procedure to ensure the least amount of attrition. Show less