Devin A. Muth Email & Phone Number

Facilitated as many as 4 two-week long training classes per month of between 15-35 trainees eachTrained agents on a primary as well as up to three additional subcampaignsTrained both new hires as well as existing personnel Worked closely with client in developing and implementing curriculumPerformed instructional design techniques while doing soImplemented standardized learning modules such as Moodle, Absorb, and Mindflash wherever possibleRegularly revisited training modules and ensured alignment with any and all current SOP’sInnovated new interviewing processes and as a result, helped ensure that top quality candidates were being hiredWas responsible for maintaining a strong client relationship which consisted of the above in addition to regular site visits and video callsWas an integral part in creating a client relationship and setting a high enough level of training that 24-7 Intouch went from a brand new call partner to handling over 80% of their global call volume in just over a year’s timeWorked closely with all internal leadership to ensure that all trainees’ transition to production was as seamless as possible and that agents were meeting all KPI’s after trainingMade sure that all training rooms were prepared for training i.e. working with IT department to make sure that all computers were functional, working with the Facilities department to make sure that rooms were stocked and preparedBuilt profiles for new hires as well as performed a number of administrative tasks for traineesCreated multiple SOP’s for both internal and client for training practices, transition to production, interviewing/hiring, as well as coaching development for leaders

Lead team of 60+ employees Facilitated new-hire training classes almost monthlyTrained new hires on policy and procedure in handling as many as 150 outbound calls per day to perspective students of various educational institutions made via an automatic dialerInstructed on how to perform qualify and transfer techniques as well as appointment setting to get perspective students in contact with campuses nationwide while meeting FCC and company regulationsMaintained quality assurance benchmarks for my team as well as increasing student enrollments and appointment-set show rates for prospective students by up to 19% in 1 yearWorked in close contact and maintained close relationships with clients regarding SOP and staffing needs for anticipated lead volumeWrote and updated call scripts regularly to ensure client needs were best being metHandled daily and weekly staffing requirements as it pertains to transferring and/or hiring new employees as lead flow dictatedResponsible for handling payroll for my team as well as assigning schedules and facilitating shift bids as the need aroseResponsible for keeping a team of up to 60 employees abreast of regularly changing information and SOPTaught and emphasized strong sales and customer service skillsExercises an absolute willingness to serve the employees I am responsible for as well as meeting the necessary target for both the client and the companyThrives in working in a target-directed team environmentExhibitedxtensive knowledge of all company software and operating systemsEnjoys boosting morale in whatever way possible to receive maximum effort from employees

Contacted banks, trades, and commercial credit bureaus to determine lending risk and deposits needed for new accounts/ordersResponsible for monitoring all new orders in credit approval queue and releasing for order production in most timely manor possiblePrepared documents negotiating terms on large-dollar ordersMonitored all parent and subsidiary company accounts to help ensure timely paymentCollected on all accounts unless otherwise instructed by supervisorCollection efforts included, but were not limited to making collection calls, sending past due letters, and following UCC1 liens on propertiesWorked side-by-side with company executives on regular basis throughout various projects for larger clientsAssisted in training new department personnel and sales representatives on credit department functions, operations and proceduresWorked in very close contact with all sales staff regarding current and incoming orders in addition to customer information and handling any necessary issue resolution