Christine Washington, Ccmp, Prosci® Email & Phone Number

Greater Phoenix Area

Tempe, Arizona, United States

Tempe, Arizona

• Leading Consultant for key stakeholders throughout the organization, partnering to assess employee competencies at all levels of the organization to inform business development and enhance performance across the Sales.
• Crafted and implemented new training and development processes to drive change initiatives amongst the sales team; impacting 50 managers and over 500 sales representatives in creating customized ongoing learning.
• Gathered and analyzed feedback from all training sessions to inform continuous improvement for various projects and initiatives with the goal of enhancing team performance.
• Piloted coaching and training sessions to influence positive behavior change across organization, leading to an increase in incremental revenue by 76%.
• Directed new employee training on how to operate and maximize usage of various CRM and Softphone systems relevant to their roles (Salesforce, Five9, Cirrus, Clearslide, Google Suite).
• Developed and conducted train-the-trainer sessions to educate incoming trainers on company’s products, systems, and on-boarding processes.

Winter Park, Florida

• Project Leader for a Manager and Agent Development Program for Hilton Reservations and Customer Care (HRCC), successfully exceeding incremental revenue target of $60M in 2017.
• Developed full project scope and guided throughout lifecycle, outlining and executing on project timelines, deliverables, resources and objectives; impacted over 100 managers and 3000 call center agents in deploying a.
• Coached managers in leading impactful coaching sessions by changing theirs and their teams’ coaching mindset.
• Led training for client teams on new communication and performance management systems.
• Piloted program expansion into two additional HRCC BPO sites (EMEA, Central America).
• Crafted and administered content for FPG’s online eLearning management system used both internally and by clients, leveraging microlearning and self-directed learning strategies.

Buckeye, Arizona

• Developed sustainable relationships with members by asking fact-finding questions and completing account and profile reviews in order to offer value-added products and services that addressed member concerns and helped.
• Conducted out-bound calls to existing members to educate them on our newest loan products and/or terms and assist in the loan process to include loan application submission, loan decision follow-up, and closing.
• Streamlined communication across departments in order to provide seamless service to members.
• Consistently met and exceeded monthly sales and service goals.

Phoenix, Arizona

• Collaborated with senior leadership to cultivate a customer service and sales-based culture by conducting on-the-counter coaching, demonstrations, and monthly goal setting with frontline agents.
• Liaised with service lot management to acquire proper mix of vehicles to the ready lot and verified the vehicles met quality assurance standards.
• Directed 15 people across three different functions of the location, aligning business objectives with interdisciplinary teams.
• Optimized end-of-day cash balancing and supplies inventory with adept organization and absolute compliance with all relevant rules and regulations.

Phoenix, Arizona

• Led training for new employees on rental management software, policies, procedures, and service-based-sales techniques and methodologies.
• Provided rental sales agents with performance feedback to increase customer satisfaction and sales revenues, conducting ongoing performance assessment to encourage continual development.
• Leveraged key performance management strategies, such as goal-setting and role play, to uncover agents’ motivational drivers and develop a team grounded in trust.
• Managed 10 employees across three separate functions of the location.
• Responded to and resolved all customer complaints with skilled customer service, problem-solving, and diplomacy.

Avondale, Arizona

• Spearheaded instruction for newly added independent contractors, educating on how to cultivate leads and employ service and sales strategies.
• Conducted out-bound calls to potential clients to set up financial review appointments,
• Strategically assessed clients’ financial needs and discussed short and long-term goals to determine the best products and services.
• Generated reports based on client’s current financial information to illustrate future financial needs and obligations.
• Educated clients on budgeting techniques to encourage positive, long-term behavior changes when managing their finances.

Phoenix, Arizona

• Directed new employee training on company’s proprietary computer system, products and services.
• Designed and delivered in-person team member workshops focused on the service-based-sales process.
• Liaised with managers to teach them how to analyze reports to identify areas of opportunity and facilitate impactful coaching sessions with agents to drive positive behavior changes.
• Prepared reports for the executive team and management, summarizing observations in the field and crafting recommendations for improvement.
• Provided in-person support for managers and staff during new location openings in new markets.