Gary Mendes Email & Phone Number

Lakeland, Florida, United States

I currently serve as the training facilitator, both on-site and virtually, leading training initiatives for 300+ personnel. I'm purposeful in driving company values and philosophy while ensuring all training and development activities are strategically linked to the organization’s mission and vision.● Facilitates a comprehensive 4-week training program, managing the first 2 weeks of in-classroom instruction and the last 2 weeks of supervising live-call practice ● Establishes strategies to keep the training program and materials current, using performance data as a catalyst for improvement, shifting priorities, and updating the training curriculum● Incorporates the ADDIE Model in designing soft skills and essential information facilitation● Leads the New Hire Mentor Program, facilitating Mentor University and coaching● Spearheads virtual soft skills training for up to a group of 30 managers/supervisors twice monthly ● Achieved positive survey results: 97% On-Site Training, 92% Virtual Training

Lakeland, Florida Area

In my role as Supervisor, I mentored the team in managing customer experiences and in-person interactions. In addition to overseeing optometrist and ophthalmologist customer service across multiple locations. I fostered collaboration with cross-functional teams to optimize workflow between medical staff, front-end employees, and back-end admins.● Developed a highly motivated, productive, and capable team of 12 individuals, overseeing their performance● Implemented and grew customer care training, reward programs, and comprehensive scorecards● Reduced the no-show rate by 3% within the first three months of employment● Encouraged employees to experiment, using successes, rewards, and mishaps to fuel growth and improve the training ● Designed up-to-date training materials related to service delivery that increased employees’ learning effectiveness● Reduced wait times and abandonment rates by supporting the team with inbound calls during high call volumes● Member of the Training Committee; identified training gaps at all levels and maximized speed-to-competency● Achieved optimal operational readiness by evaluating all aspects of Customer Care team and Call Center operations

Lakeland, Florida, United States

As part of my role, I managed a team of agents for inbound and outbound calls. I developed and delivered new hire training, and ensured materials and training sessions aligned with organizational values. To create cohesion and unite departmental goals, I researched, defined, and developed a training curriculum to meet learner needs.● Managed 150 agents to meet the company's phone etiquette and service standards● Coached and mentored staff to increase skills, quality scores, accuracy, efficiency, and productivity by promoting F.A.M.I.L.Y. values● Applied an integrated approach to implementing manager feedback to improve training● Decreased errors by 7% amid a 40% increase in staff between 2018 and 2019● Facilitated Train-the-Trainer sessions, improving the training skills of up to 10+ management team personnel● Designed customized training materials using Microsoft PowerPoint, maintained standard operating procedures, and updated reference materials● Delivered quality assurance reports to senior management, detailing trends and points of discussion between QA staff and agents ● Traveled to other states (e.g., Washington, Oregon, Colorado, North Carolina, and Minnesota) for the launch of their advocacy program● Customer Care Lead and Collection Agent, 2009 – 2011; trained new hires and existing employees on new policies● Honored as Employee of the Year 2009 and 2010, and 3X Employee of the Month 6/09, 11/09, and 6/10