Direct 120+ customer service and technical support agents to resolve customer issues, retain customers, and upsell products and services to make the customer more successful. Used superior coaching and training techniques to lead the team to the following successes:•Increased upsells from $20,000 per month to $180,000 per month in a 2 year period.•Increased customer retention (customers calling with the expressed intent to cancel) from 45% to 85%.•Reduced employee turnover from 65% to 2%.•Used management and coaching skills to train the Supervisors in coaching skills.•Dropped call abandon rate from 24% to 1% while reducing overtime.•Lowered average speed of answer (ASA) from 5 minutes to 12 seconds.

Lead a team of Learning and Development Specialists, Developers, and Managers to train the global collections team for Ally Finance. Here are some of my accomplishments:•Designed, developed, and managed the rollout of the AIM employee management system•Project Manager for the ACE idea submission program. This program realized $1.2 million in profit in its first year.•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 redevelopment and implementation of the new hire curriculum.•Directed and implemented the 30/60/90 review process that assesses the curriculum, Facilitator, and Team Lead.•Managed annual travel and expense budget for my team.•Analyzed LMS reports to help determine Facilitator effectiveness.

Manage sales activities as an inside Area Manager for the entire east coast of the United States. Daily activities include managing accounts, educating brokers with mortgage products, training new area managers and soliciting new accounts.• Set up new broker shops for Countrywide and successfully solicited loans from over 100 accounts• Won multiple national monthly and annual sales awards for units and volume of loans closed• Worked with registration, underwriters, processors, closers, and the funding department to ensure a smooth and timely loan process from submission to funding• Trained new Area Managers in products, processes, and sales techniques• Communicated with small business owners and loan officers to fulfill customer needs• Maintained intimate knowledge of how the real estate and banking industry affects the sub-prime market and the profitability of products

Developed, implemented and managed all of the training for the CitiBusiness Credit Card unit of CitiCards. Managed a team of trainers to ensure consistent delivery of new training procedures and ensured that business unit goals were met on a business and individual level. • Managed key projects such as the Sandia project (high touch customer service unit), Diners Club to Master Card Project and the transition from TSYS to UCSS (IBS-C) operating systems• Independently responsible for the coordination of training efforts for customer service associates across four states• Managed key projects such as the Sandia project (high touch customer service unit), Diners Club to Master Card Project and the transition from TSYS to UCSS (IBS-C) operating systems.• Managed a Training Leadership Team that was responsible for interviewing and hiring trainers and training assistants across multiple lines of business• Provided ongoing development programs that educated customer service training team to deliver new business products to new and existing customer service associates • Developed training programs to teach customer service associates in retention, sales, customer service, computer operating systems, and small business sales techniques• Developed close relationships with Operational Management, Project Managers, and the marketing team in order to ensure effective training materials• Worked effectively with marketing to set and meet deadlines dictated by advertising and marketing campaigns and sales initiatives• Analyzed projects throughout the product stages and prepared measurement reports to ensure goals were achieved

Managed and created specific loan programs designed for individual clients for the purchase of new homes, refinancing existing mortgages, debt consolidation, home improvement loans and cash out refinances.

Managed some of the top Tae Kwon Do schools in the country in sales and membership for Master Bill Clark. Responsibilities included program sales, marketing, training students, training instructors, merchandise sales, and all the finances related to the individual school.

Managed North Florida territory to sell prescription drugs to medical professionals and build ongoing relationships to increase sales. Provided in-depth product knowledge while also effectively managing territory and exceeding sales goals.

Provided outstanding customer service to providers handling out of state claims. Promoted to Quality Coach after 1 year as a successful agent. Duties as a Quality coach included:•Remote monitoring agent recordings and scoring multiple customer service teams.•Created reports and delivered results to team managers for delivery to the agents weekly.•Coached agents who were struggling on best practices by sitting side by side and reviewing live calls.