Dana Freeh Email & Phone Number

Charleston, South Carolina, Us

Charleston, South Carolina, Us

Morris Plains, Nj, Us

Summerville, South Carolina, Us

Basking Ridge, Nj, Us

■ Built critical relationships with Associate Directors and Directors at each Customer Center to align training and performance needs with department goals. Collaborated with leadership to identify training needs and implement strategies to improve call center results.■ Instituted and drove the adoption of Customer Service best practices across all 5 Customer Centers. Guided teams in training employees on quality of service, negotiation, communication, and problem resolution strategies. ■ Assisted Human Resources in interviewing and hiring prospective employees for the Customer Centers. Evaluated and recruited managers, supervisors, trainers, and customer care personnel.■ Held critical role in recruiting 2 critical resources for the new Master Training role accountable for certifying trainers for all 5 Customer Centers.■ Granted the Neat Outstanding Performance Award (NOPA) for contributing to the seamless integration of Alltel customers. Interviewed, on-boarded, and trained 5 new employees into the Customer Service Training team.■ Collaborated in streamlining the New Hire Program for Customer Service Specialists that reduced timeframe to deliver the training from 8 to 7 weeks, improving overall return on investment (ROI).■ Collaborated with the Area Curriculum team to strengthen the consistency and integrate stakeholder needs into the training development and delivery cycles.■ Recognized as the Course Adjustment Subject Matter Expert (SME) and Regional Point of Contact for all training requests. Interfaced with Regional and Area leadership to prioritize training needs.■ Represented Training Department during quarterly Operational Review Meetings. Communicated solutions, successes, and issues to leadership teams.

NEA Training Supervisor Customer Financial Service and CS, Verizon Wireless North Charleston, SC• Managed and lead a staff of up to 10 Trainers responsible for all training initiatives within the Care and Financial Service Organizations.• Established and maintained a strong partnership with the Center Directors for both Care and CFS to assess training and performance needs and provide solutions to align with department goals. • Communicate and implement training programs delivered to Care and CFS including but not limited to New Hire, embedded base, systems, product and services and operations. • Managed New Hire training processes for both Care and CFS.• Responsible for managing the training prioritization, completion tracking, productivity studies and measurement. • Responsible for managing the Center training scheduling strategies. • Established and maintained cross functional relationships with strategic partners such as Resource Management, Operations, and Curriculum Liaison and Reporting teams to ensure operational effectiveness.• Responsible for monthly training observations as well as coaching and feedback for Trainers.

Selected to train, coach, evaluate, and optimize overall success of newly hired Customer Financial Service Specialists in achieving debt recovery goals across the Northeast customer base for the South Carolina Customer Center. ■ Held critical role in developing and strengthening effectiveness of training program for Customer Financial Service Specialists. Identified needs and issues, and collaborated with curriculum developers to update curriculum. ■ Collaborated with Training Supervisor and business leaders to recruit and maximize performance of staff. Built critical relationships with leadership teams to align talent development and coaching strategies with business goals.■ Planned and delivered all aspects of new hire, professional instructor skills, leadership development, interpersonal skills and technical training. Provided continuing coaching to resources and handled all escalated payment processing and reconnection issues. Granted the Shining Star Award for ranking as the most valuable trainer.

Brought into the legal department to coordinate the preparation of initial sales contracts for the capture of new business. Chosen to define and implement effective collection strategies to reduce bad debt. Based upon success, promoted into newly established department to lead team of 10 in securing payments from delinquent large business and government accounts.■ Chosen for strategic initiative to recruit Customer Service and Customer Financial Service Specialists for new Customer Centers in North and South Carolina. Collaborated with Human Resources to interview, screen, and select more than 100 employees.■ Managed, developed and delivered training program, and guided team of 10 National Accounts Customer Financial Service Specialists in exceeding bad debt recovery and customer churn goals.■ Evolved the top collector out of 10 Customer Financial Service Specialists within the Customer Center. Chosen by supervisor to resolve all escalated issues to minimize customer churn. Proactively coached and mentored peers on collection and customer service best practices to improve overall performance and business success.■ Granted an Award for contributions in capturing critical contracts with national accounts, securing millions of dollars in sales, and enabling organization to achieve fiscal year 2003 goals. Collaborated with attorneys, pricing, and technical resources to execute over 150 contracts and amendments within 3 months⎯exceeding established goals.

Brought into the legal department to coordinate the preparation of initial sales contracts for the capture of new business. • Prepare and deliver initial sales contracts to the field for the direct, national, association, and wireless data sales channels.• Assist Manager in the discussion and modifications to standard terms and conditions for Direct Sales contracts.• Facilitate the communication process for contract modifications.• Act as Manager when called upon.• Input and manage information in the contract database.• Provide assistance in maintaining all existing price plan tables for use in Direct Contracts for multi-area and national opportunities.• Ensures HQ and Area-specific personnel adhere to contract approval process.

Customer Financial Service Lead Coordinator, Verizon Wireless Morristown, NJ• Provided support to Call Center Supervisors in the progressive development of associates by providing solutions and answers for daily questions, trouble shooting problems and addressing representative concerns.• Assisted CFS Supervisors in ensuring all Specialists’ Key Performance Indicators are met.• Analyzed and assist in reviewing Specialists’ team performance and trending coaching areas.• Developed knowledge and skills of others and provide timely feedback and guidance.• Supported training needs, i.e. system enhancements, policy changes or refresher training.

Recruited to manage and optimize all aspects of office, order processing, and customer service operations for this leading provider of food, personal care items, electronics, and clothing to prisons and jail commissaries nationwide.■ Credited with providing optimal support to 200 customers that resulted in high satisfaction and retention. Responded to questions, addressed issues, and ensured the timely processing and delivery of orders.■ Assumed responsibility to provide on-site order processing support to 2 correctional facilities that mitigated potential business loss. ■ Recruited and trained 2 new resources to manage office and order processing functions prior to departure.

Liberal Arts And Sciences, General Studies And Humanities

Diploma