Giovanni Tomini Email & Phone Number

Gilbert, Arizona, United States

• Manage medium-sized team responsible for training delivery and quality assurance for Fitness line of business. Coach, develop and lead training team to deliver quality classroom and virtual training as well as building.
• Oversee assigned projects from initiation to implementation to ensure compliance and timely project launch.
• Oversee Quality Calibration workgroup by participating in regularly scheduled meetings to ensure consistent and unified development of employees.
• Routinely monitor training effectiveness and satisfaction through surveys and take action to improve training process based on feedback and tie to progression of quality scores.
• Communicate ongoing status of Training and Quality Assurance to senior management through the generation of monthly reports, summaries and presentations.
• Oversee creation and lifecycle maintenance of department resources to support member interactions, employee training and client audits.

San Diego, CA

• Managed a small team responsible for lifecycle maintenance of department resources, training delivery, and Quality Assurance. Facilitate classroom and virtual training to ensure full comprehension of Health Management.
• Managed assigned projects from initiation to implementation to ensure compliance based on target project launch.
• Facilitate Quality Calibration workgroup by leading regularly scheduled review sessions to ensure consistent and unified development of employees.
• Routinely monitor training effectiveness and satisfaction through surveys and take action to improve training process based on feedback and tie to progression of quality scores.
• Communicate ongoing status of Training and Quality Assurance to senior management through generation of monthly reports, summaries and presentations.
• Oversee creation and lifecycle maintenance of department resources to support member interactions and employee training.

Greater San Diego Area

• Create, develop and deliver training curriculum across a variety of mediums; instructor led, virtual, and e-learning, supporting Customer Service Health Management representatives delivering best-in-class service.
• Develop and implement strategic and tactical plans for department including priorities, objectives, and timelines to meet performance goals
• Partner with cross-functional teams to create training programs supporting the launch of new products and lines of business
• Self-trained in use of Articulate 360 and Articulate Online to deliver self-paced e-learning and assess knowledge level of client wellness programs
• Harnessed power of SharePoint as single-source repository for all reference materials improving productivity
• Drives alignment and consistency in people practices, quality assurance, and customer service delivery in pursuit of achieving departmental goals

San Diego, CA

• Collaborate with cross-functional managers on the development and refinement of training strategies for internal and external business partners.
• Delivered 6000+ hours new-hire classes for small and large groups via live and virtual classroom
• Graduated an average of 93% trainees attending new-hire training with 78% hitting sales goals within three-month ramp period
• Provided insight and coaching for sales and retention leaders; increased overall sales targets and delivering an increase in additional revenue
• Collaborated with leadership and outsource partners to support new-hire training, training for new product deployment, and ongoing coaching
• Provided feedback on pre-designed training programs to target the appropriate level of instruction and skill development

Orange County, CA

• Worked with leadership on training and coaching to drive behaviors and ensure success of sales initiatives.
• Provided order-entry support and training that improved work-order accuracy by 50%+, improved efficiency, decreased operating costs, and improved customer satisfaction
• Received Leadership Award for superior performance
• Successfully lobbied support departments to document, refine, and clarify business processes; the ripple effect of this resulted in increased efficiencies in audit, sales support, and sales associates
• Supported training initiatives that drove results for Primary Service Unit (PSU) growth and net gain resulting in California reps consistently in top 5% for sales across the nation

San Diego, CA

• Supported California region sales, retention, and service channels by educating on correct processes to increase results of sales and retention efforts.
• Provided recommendations for the design of integrated selling skills for new hires, increasing agents’ productivity
• Subject-Matter-Expert in billing software application (ICOMS)
• Analyzed reports to retain PSUs through reporting of failed and incomplete work orders resulting in saving an average 98% of at-risk orders and potential lost revenue
• Professionally handled escalated customer calls to resolve install, billing, and technical issues using creativity and excellent customer service skills

San Diego, CA

• Only associate to achieve 100% work order-accuracy
• Awarded Top Premium Sales two consecutive years and was Winner's Circle recipient for top sales in California market

Yokosuka, Japan And San Diego, CA

• Proudly served as a General Duty Corpsman while deployed to four major commands.
• Deployed with Fleet Surgical Team 3, Persian Gulf, supporting Operation Desert Storm/Desert Shield
• Received certifications as an Emergency Medical Technician and Anesthesia Technician
• Received Navy Good Conduct Medal and Honorable Discharge