Ivan Patrick Email and Phone Number

• Supported several programs (i.e., accounting software, POS system, healthcare, hotel reservations) in all aspects of employee learning and development.• Helped launch a new program (hotel reservations) and trained agents in sales and customer service.• Drove agent performance through training and coaching to meet program metrics like graduation rate, sales, schedule adherence, average handle time, etc.• Did phone time for at least 4 hours every month.• Maintained performance data during and after every class, created scheduled reports, and presented the same to the stakeholders.• Created courses/materials based on training needs and conducted refresher training.• Conducted the final interview of applicants using the established process set by the account.• Helped in developing the final interview process and materials for the client by creating behavioral interview questions and mock call scenarios with a grading system.

• Supported the users of an accounting software with their accounting, technical, billing, and sales concerns.

• Took inbound calls from consumers who were looking to book a hotel room and ensured that calls would result in a sale.• Kept track of my sales performance to make sure that targets were met.

• Assisted customers who were calling about their loan, payment, billing, new purchase, etc.

• Helped customers in troubleshooting issues with their internet connection over the phone.• Responsible for dispatching a technician into the field if the issue could not be fixed over the phone.