Devin H. Email & Phone Number

Tampa, Florida, United States

Tampa, Florida, United States

The position of Sales & Loyalty Center Trainer at the company headquarters primarily consisted of onboarding new hires for Sales Agent roles and guiding them through a comprehensive four-week training program. The new hire training program is composed of several facets, beginning with foundational modules on company services and booking procedures, and supplemented throughout with training on soft skills, transparent sales tactics, and job-related software. The four-week training program is broken up into two segments: two weeks of instructor-guided modules and training activities in the classroom, and two weeks of practical application where they handle client-interactions in a "nesting" environment. During the two weeks of nesting, the trainer is tasked with supervising the new hires, monitoring their calls for quality assurance purposes, and providing support by way of individual coaching sessions to close performance gaps. Throughout the four-week course with each new hire class, the S.L.C. Trainer must carry out administrative duties aimed at keeping track of new hire performance and attendance for company leadership to view at any given point in the onboarding process. By keeping individual records of each new hire, the trainer can facilitate in-depth discussions on performance and expectations with their respective managers as they near graduation to the sales floor. During the periods of time outside of the company hiring and training season, S.L.C. Trainers and company leadership would collaborate on the improvement of the new hire training program as well as additional content for furthering the education of current employees. The collaboration and creation of these group presentations were aimed at closing performance gaps noticed by leadership, as well as to smooth the way for existing employee growth.

Tampa, Florida, United States

As a Sales & Loyalty Center Agent, I was tasked with positively representing the company brand and services to prospective clients through inbound and outbound phone calls, while meeting exceptional booking/closing metrics. Our client base consisted of both residential and commercial clients who called at pivotal moments in their lives: they were in need of professionally trained and certified movers or junk removal specialists. Moving and Junk Removal projects are among some of the most stressful events in an individual's life due to the planning, labor, and cost involved. With this in mind, building rapport and strong relations with clients while coordinating the logistics of their respective projects is of the utmost importance. In order to provide our clients with a seamless experience from start to finish, strong soft skills, emotional intelligence, and written communication skills are a necessity to excel at this role. Where excellent soft skills and emotional intelligence are vital for client interactions, written communication skills are necessary to ensure their project occurs smoothly and efficiently. As an "S.L.C." Agent, I served as an intermediary responsible for mediating residential and commercial projects between clients and the respective local C.H.H.J. Franchise locations who would later service them. This was accomplished by transcribing key project information from my interactions with clients into detailed written notes for the local field teams to follow. At the Sales & Loyalty Center, the role of the agent was to vividly describe the dream of a stress-free project to both our existing and potential clients, and to effectively communicate their information to our College Hunks field offices so that they could make that dream come true.