Daniel Craft Email & Phone Number

Leads a team to manage a 10 year, $16 billion contract with 2,400 employees and contractors. The focus of the team is to build a strong culture where people want to come to work and be there for each other. This culture strengthens overall performance and skill retention.

Jacksonville, Florida Area

I led a team of Learning and Development Specialists, Developers, and Managers to train the global collections and asset recovery teams for Ally Finance. I was also responsible for helping improve the performance of offshore contact center vendors. Some of his exceptional project and performance details are below along with some of his other duties:• Designed, developed, and managed the rollout of the AIM employee coaching and management system• Served as Project Manager for the ACE idea submission program. This program realized $1.2M in profit in its first year• Reviewed and approved curriculum development and delivery for 22 on shore and off shore sites• Manage vendor collection performance activity • Worked with QA for every new piece of curriculum to ensure QA, Training, and Asset Performance were on the same page• Trained development and delivery specialists on use of the ADDIE model• Developed a system to rank L&D trainers in vendor locations• Directed delivery for “Lead from Within” globally to increase communication within the organization• Managed the training to move agents from the CARS auto finance system to the SHAW collections CRM• Directed the development and implementation of the new hire curriculum• Directed and implemented the 30/60/90 review process to assess the curriculum, facilitator, and team lead.• Analyzed LMS reports to help determine Facilitator effectiveness