Eric Achatz Email & Phone Number

Las Vegas, Nevada, United States

Las Vegas, Nevada Area

Developing and maintaining Member Services training material for Commercial and Medicaid ProductsConducting assessments and evaluations to ensure quality of trainingFacilitating instructor-led classroom training of Member Services products and systems Commercial and Medicaid new hire employeesProvides product and operations trainingMaintaining reports pertaining to the utilization of the Member Services web site

Las Vegas, Nevada Area

Wyndham vacation ownership — Las Vegas, NVWorld's largest vacation ownership business employing over 30,000 employees; Recruited to help expand the growing call center in Las Vegas, worked with HR and operational management team to recruit employees, create training materials, plan training class schedules and develop orientation/onboarding materials. Promoted to manager of training for 2 call centers (LV and Orlando) that employ 700 people. Currently manager a team of 4 Training Specialists and 3 Training Coordinators, half of which work in Orlando. Lead the training team to deliver exceptional customer service and outstanding facilitation to all employees from new hires to senior leadership.Key Responsibilities/Achievements Manage $150,000 training budget for two call centers. Decreased department's costs 20% in 2011 by using in-house resources to create high quality training materials. Trending comparable results for 2012Collaborated with key stakeholders to conduct needs analysis in order to determine performance gaps and identify appropriate learning solutionsLead vendor negotiations for training applications and materials for two call centers Devise strategy to develop new hire transition team resulting in a 20% increase in employee performance scores for new hires and increased employee retention rate by 60% Developed and designed training innovative training curriculum resulting in 95% scores on knowledge retention assessments Consistently evaluate and enhance training and development programs in order to meet business ever changing needsRecognized as Pride Professional of the Year 2005 and 2008Awarded Corporate Standing Ovation Award 2008 (only employee in company history to receive both awards in same year); Leading provider of mail order prescriptions, employing 23,000 professionals.

Create training materials, facilitate multiple levels of classes from new hire to executive development classes.

Hired, trained and developed over 100 employees per quarter. Ensured classes were faciliated in accordance with SOPs. Helped to create a positive and fun working environment.

Designed training materials and technical manuals. Implemented innovative training curriculums for a call center of 1000 employeesHired, trained, and developed over 100 call center agents per quarterDocumented performance and evaluated trainees prior to release from probationary periodSelected as LV representative of the company's Corporate SOP team which resulted in increased many operational efficiencies across 4 call centers in the US