I am delighted to be working with Communico's clients again; helping them build a service culture within their organizations. Collaborating with others that are truly committed to serving others is inspiring.Please see below for a detailed description.

Successfully created, implemented, and sustained service brand standards using the Human PerformanceTechnology processDeveloped and implemented a service curriculum that transformed call center communications and effectiveness - Increased customer service rating from 81% to 89%- Improved efficiency by integrating quality tools- Received prestigious Presidents AwardDesigned, developed and delivered internal communications workshops instilling communication behaviors that have become the cultural communication norms for internal and external customers- Certified and developed over 100 Facilitators between the enterprise and our outsource partnersEstablished comprehensive quality measurement and evaluation process for front line employees- Over 1,900 employees earned mastery and over 3,400 applications were processed through the MAGICMastery submissions- 1,500 associates earned mastery and over 2,700 associates were processed through mastery submissions- Designed quality scorecard and definitions for three different lines of business within our pharmacy - Designed and validated quality tool for our integrated company. Installed for a 1/1 implementation for 1,200Hand selected to participate on the core team that designed and implemented the WOW employee recognition program used to positively reinforce performers’ behavior- Received Presidents AwardFacilitator Development – Field Training Organization and Outsource Partners - Designed and delivered The Facilitations Skills workshopTransformed over 40 trainers into facilitatorsCertified three facilitators by transferring skills to the field and increasing competency- Established the classroom facilitation standards and measurement tool for ongoing and consistent feedbackActively engaged in employee advocacy through mentoring and coaching six Associates on to promotions with two additional Associates under considerations

A training and consulting firm that focuses on delivering an exceptional customer experience through theMAGIC® SystemPartnered with companies worldwide to implement a process supporting their customized service performance standards and brand behaviorsCertified and developed over 500 Facilitators within Fortune 500 companies to deliver and model the MAGIC® of Customer Relations and Coaching workshops that focused on producing an exceptional customer experienceDesigned and developed the certification process for Facilitator Candidates in order to build resident capabilities and drive change within the organizationRead here what one customer did to recognize the achievements of their MAGIC® Facilitators- Certified Master Facilitators for both programs, The MAGIC® of Customer Relations and The MAGIC® Coach ProgramDelivered Leadership Development programs that focused on personal and interpersonal mastery centered on how to think, act, and lead in a way that releases the potential in themselves and others. The course aligns with the organization’s vision and strategies allowing a leader to influence change and inspire others to fulfill on the organizational objectives.- Delivered 360 ̊ feedback on leadership competencies that focused on personal and interpersonal development resulting in an action plan that aligned with their personal and corporate vision.