David Greshel Email & Phone Number

Remote

o Apply professional learning principles, concepts, theories, and technologies to a wide range of adult learning challenges to ensure program applicability, effectiveness, and scalability. o Provide consultation to identify learning and development solutions.o Support managers and employees in selecting solutions that meet development needs.o Identify vendors to provide and/or create custom development solutions that meet customer requirements.o Create course budgets and Statements of Work for customers.o Monitor program and supplier quality through course survey data and stakeholder feedback (when available). o Align with Client stakeholders’ business needs and strategic priorities to: Implement learning solutions  Manage the course catalog to add or adjust learning solutions and/or suppliers Compile annual training plano Resolve problems that impact the execution of learning solutions in coordination with Learning Administration and Client stakeholders.o Troubleshoot and resolves complex problems regarding training design and/or implementation. o Monitor the training market and drive continual process and service improvements for assigned programs.

Remote

• Provide technical system support as the producer on virtual meeting and training events• Coordinate directly with Vendors and facilitators to provide ongoing instruction on the Webex user interface• Execute troubleshooting decisions in real-time to provide an optimal experience for all users attending the virtual event• Coordinate with the Learning Admin team to schedule virtual events that require the use of a GP producer or our Webex license, optimizing the schedule to ensure adequate coverage• Provide feedback and ongoing discussion with the Learning Partners on the design and effectiveness of the active virtual courses• Maintain all aspects of the Ad-Hoc Producer process, including scheduling requests, dry runs and facilitator introductions, and PO requests

Remote

• Schedule and implement client learning events, handling all coordination aspects from conception to delivery• Coordinate all event communications and material distribution• Maintain positive vendor relationships and provide support as needed• Work with Learning Partners to review and implement available courses and assist in the development of new courses• Manage assigned client learning portfolios, including course maintenance in all administrative systems• Provide backup Admin support to the LMS Administrator, assisting as requested

Melbourne, Florida

• Launched a new Learning Management System for the Customer Care organization and migrated over 2,000 user accounts, transcripts, and all existing catalog content.• Created and maintained all catalog and content hierarchies, SOPS, and training documentation.• Developed and assigned curriculum for all Onboarding classes that occurred; over 200 classes per year across five locations• Collaborated with key influencers to develop and implement new e-Learning content.• Maintained all LMS system related functions and provided technical support to all levels of the Organization.• Continually developed Process and Efficiency improvements to the administrative responsibilities of the Management team.

Melbourne, Florida Area

Develop and Facilitate all Training agendas for assigned groups; Including all system, process, product, and new hire training for customer sales and service agents in an E-Commerce call center environment.Assist with the development of traditional and web based training materials to be used in multiple settings.Manage seasonal training staff; including selection, training, and coaching of those individuals during our peak new hire season.Collaborate directly with Clients on their training materials and agendas to provide an optimal training experience at all levels.Provide support for Company and Operations initiatives and act as a positive influence on the Call Center culture.Develop and cultivate core customer service soft skills in order to maintain and improve customer satisfaction.

Melbourne, Florida Area

• Assist customer service agents who are working from home to provide tech support and issue resolution to minimize downtime and maximize efficiency• Provide hands on training with computer systems and phone equipment to all approved agents prior to their first day working from home• Perform administrative duties to maintain agent schedules, update and schedule training sessions, and review and evaluate customer service emails

Melbourne, Florida Area

• Assist customer service agents with answering customer inquiries by providing sales/promotional support, clarifying policies and procedures, and de-escalation tips• Take escalated customer calls to provide final resolution with an emphasis on customer satisfaction• Research customer inquiries that cannot be answered immediately and follow up with the customers within a pre-established timeframe by phone or email

Melbourne, Florida Area

• Answered customer calls for Global Sports partners• Assisted customers with inquiries related to current and previous orders to provide a satisfactory experience• Assisted customers with placing orders, emphasizing up-sell and promotional opportunities whenever possible

Palm Bay, Florida

• Unloaded inventory from delivery trucks and distributed to the sales floor for display via pallet jack• Worked assigned aisles on a nightly basis, filling stock on shelves and ensuring items were displayed in a neat and appealing fashion• Assisted in all departments with a focus on grocery inventory

Uniontown, Pennsylvania

• Managed operations of the Uniontown center, setting and revising production goals and targets to achieve client metrics.• Held weekly one on one coaching sessions with supervisors.• Held weekly meetings with supervisors and Senior Operations Manager to discuss performance goals, areas of opportunity, and upcoming events.• Attended client performance meetings to represent and address Uniontown daily and weekly performance.• Held weekly touchbase meetings with agents for feedback on processes, systems, and morale on the production floor.• Handled client escalations and provided after hours escalation support. • Managed production attrition and absenteeism levels

Uniontown, Pennsylvania

• Process support for the WLNP Program, which includes the assurance of compliance to current M&Ps as well as drafting and implementing new processes on a program level.• Held weekly process meetings with operations and quality departments in all sites to answer questions and concerns on current processes. Focused on identifying opportunities for process improvement and implementation.• Held weekly meetings with agents to determine understanding of current processes and identify agent suggestions for possible improvements.• Attended quality calibration sessions to provide process support and explanation when necessary.• Attended weekly client meetings with the process team to provide updates and support to all client initiatives from the proposal through implementation phases.• Traveled internationally to provide process support and conduct refresher training to our bilingual 2nd level support team in Leon, Mexico.• Handled client escalations and provided after hours escalation support.

Melbourne, Florida/Uniontown, Pennsylvania

• Managed a team of agents in the daily operations of an inbound/outbound care center.• Provided coaching to team members.• Handled escalated issues and ensured customer satisfaction ratings• Transitioned the WLNP project from Melbourne to Uniontown.• Trained new hires and up-training on new systems for existing agents.

Melbourne, Florida Area

• Developed quality assurance guidelines.• Provided constructive coaching to assigned agents.• Participated in and facilitated weekly calibration sessions with sprint management and internal personnel.• Represented the training and quality team at weekly process improvement meetings

Melbourne, Florida Area

• Answered customer inquiries on the status of their number transfer orders.• Mastered working knowledge of WLNP.

Melbourne, Florida Area

• Completed a baking schedule nightly in a fast paced self-supervised environment.• Processed orders, while ensuring that the daily quota for on hand items was filled, fresh, and displayed in an appealing manner.• Queried levels nightly for baking supplies and reported any low or out of stock materials to the manager for order processing.

Melbourne, Florida/Roanoke, Virginia

• Worked through the corporate structure from Sales Clerk to Store Manager during tenure of employment.• Reduce attrition levels; focusing on staffing and scheduling store employees.• Provided coaching and one on one training sessions with all employees to increase product knowledge, sales skills, product location and marketing techniques.• Completing shipping and receiving tasks, inventory control and monitoring in a self paced stockroom environment.

Graphic Design; General Studies

General Studies