Geri W. Email & Phone Number

United States

Managed, planned, and delivered training. Maintained relationships with internal and outsourced global training teams to build an approach that identified key training needs based on performance drivers. Utilized instructional design methodology for new hire training curriculum development and product launches.

Owned training responsibilities across the all customer service touch-points. Managed training projects, collaborating with product managers, subject matter experts, quality assurance auditors, and technology teams to identify and implement learning solutions throughout the customer service agent life cycle.

Norwalk, CT

Utilized technology, data, and reporting resources to analyze all aspects of daily operations to identify areas of opportunity for continuous improvement. Collaborated with Product Managers to manage content updates and communication for customer service phone, sales, chat, and email teams. Maintained and developed training for front-line customer service.

*Led a team of Outbound Account Managers, Customer Service and Sales Agents; accountable for client satisfaction and revenue generation in a high volume contact center. *Supported the operations team as the departmental liaison for customer advocacy and high level resolution.

Responsible for day-to-day functional Call Center supervision of a Sales and Operations group; incorporating coaching, development and performance management to achieve revenue targets. Managed operational initiatives, including service level monitoring through Client Management programs, error processing, quality assurance, and transactional results.

• Agency high volume, full-cycle recruiting; utilizing consultative skills to fill staffing requirements for retail and strategic accounts.
• Managed a broad range of HR functions including EE relations, employee screening/interviewing/testing/hiring/orientation/coaching/termination,employee-related SOX compliance, reporting and enforcement,.

• Training Management
• Facilitated and co-facilitated training utilizing a variety of delivery formats.
• Conducted pilots and train-the-trainer management workshops.
• National project team member in the design and roll-out a new company-wide training and development initiative.Sales Management
• Accountable for managing the day-to-day operations of a retail sales unit to achieve targeted productivity, sales, customer experience, and internal controls.
• Awarded as a “Best of the Best” Sales Manager.