Curtis Mitchell Email & Phone Number

Dallas, Texas, United States

Fort Worth, Tx

Lewisville, Tx

Responsible for training and development in the auto funding division.

Train approximately 300-400 Service Desk agents on policies, procedures, customer service skills, professional development, and global quality solutions.Perform quality assurance checks for proficiency in phone skills, business writing, and communication skills received during new hire and account specific training.Develop training curriculum, user curriculum, and lesson plans. Deliver new hire training, professional development, and quality classes using adult learning principles and techniques.Conduct coaching sessions for the Service Desk to ensure company standards are being met and customer expectations are exceeded on all customer accounts.Evaluate training during and after new hire training. Collaborate with management regarding any deficiencies.Discuss with department managers to establish training and audit measures to determine the effectiveness of training programs. Modify training based on organizational objectives and employee needs.Manage training staff of approximately 4-5 Service Desk trainersPerform organizational development interventions including but not limited to needs assessments, strategic planning, team building and systems analysis; coordinate and facilitate professional development training for staff.Update training material, job aids, and reference material. This includes upgrades to policies and procedures and classroom learning modules.Research and analyze current training practices and industry trends to develop training programs and improve Service Desk processes.Maintain employee training records.Travel as required to global sites which include but are not limited to Mexico, India, Romania, and other Perot locations.Conduct account specific training and maintain quality assurance standards for assigned account(s). Perform monthly call evaluations with a focus on coaching Service Desk agents to meet SLA levels and areas of opportunity.

Train 80-100 collectors on policies, procedures, and customer service skills in the Default Division.Conduct quality assurance audits to ensure adherence to established policies and procedures. Develop technical and non-technical training curriculum, user curriculum, and lesson plans. Deliver training classes using adult learning principles and techniques.Conduct quality check for Collections Department to ensure company standards are being met and the best customer service is being provided for approximately 220,000+ loan accounts.Evaluate new hire staff during and after training.Collaborate with department managers to establish training and audit measures to determine the effectiveness of training programs. Modify training programs based on organizational objectives and employee needs.Perform organizational development interventions including but not limited to needs assessments, strategic planning, team building, and systems analysis; coordinate and facilitate career development training for staff.Maintain department procedural manuals, job aids, and reference material, which include upgrades to policies and procedures and classroom learning modules.Perform market research and analysis on current training practices and trends to develop training programs and improve processes.Maintain employee participation and attendance records.Accepts other duties as assigned.

Train 320+ employees on procedures, policies, conversions, professional development skills, and systems for 3 loan products: Retail, Auto, and Business Banking.Evaluate new hire staff during and after training.Facilitate conversions and system releases. Train new hires and tenured staff on new products, function consolidations, system conversions and releases.Meet with management and employees to determine training needs. Provide performance results and feedback to staff and management. Ensure clients' needs are met.Accountable for several departments and their training needs which include, but are not limited to Distribution, Records Management, Payoffs, Payoff Exceptions, Testing Team, and Auto Lease End Servicing. Flexible to train other departments at site.Provide reports for training and site management in a timely manner.Project management including 15+ projects implemented for the Fort Worth site.Curtis MitchellAccomplishmentsLed the training project team responsible for preparing Loan Servicing staff to support the Auto Lease Servicing migration. Developed training approach and coordinated the procedure documentation process.Improved new hire program, which resulted in 36% of new hires exceeding the performance of tenured staff immediately after training, while 73% of new hires' performance exceeds existing staff 30 days out of training, and 83% of new hires' performance, exceeds existing staff 60 days out of training.Trained and documented procedures for one of the largest loan system conversions, entitled Big Bang at the Fort Worth site. Spearheaded and coordinated the training on the new human resources performance management system, People and Organizational Development System (PODS). Trained all levels of staff to use the new systemAssisted in the redesign of training to reflect production processes at the Fort Worth Loan Servicing site. New Account Screening Unit