James M. Smith Email & Phone Number

- Manage all non-singing performance aspects of 3 major productions per year.- Responsibilities include oversight of staging, choralography, lighting design/execution, sound design/execution, set design, costuming, properties, etc.

Fort Lauderdale

- Manage the day-to-day business functions including administration, marketing, development, public relations and community development.- Coordinate the Youth Pride Band program by overseeing all administrative functions including promotion, registration, communication and on-site management for rehearsals and performances.

Miramar, Florida

Managed training development/delivery, implementations, policies/procedures and knowledge management for the global guest care team.•Managed team of trainers supporting Contact Centers, Luggage Resolution, Compliance and Guest Relations.•Lead implementation of new products, systems, and upgrades through needs assessments, learning material, and UATs.•Managed online knowledge management tools utilized by Reservations Team Members.•Participated in business strategy, including process options or cost savings improvements.•Ensure curriculum and knowledge-base are current and communicated with a blended learning approach driving improved employee skills and productivity, while maintaining compliance with company service standards and regulatory requirements.•Managed business relationships with global third party BPO provider.•Oversight monitoring of instructors to ensure quality of their delivery. Measure results. Conduct assessment and analysis to identify new development needs. Recommend training methods accordingly.

Pompano Beach, Fl

Managed staff of Learning Specialists and Management Apprentices in support of call center operations.·Planned, coordinated, and directed training and staff development programs for call center.·Analyzed the training curriculum and delivery, identified needs, and formulated appropriate recommendations of action plans in conjunction with key Operations personnel. ·Evaluated the effectiveness and relevance of training materials and made appropriate curriculum changes. ·Assisted management teams in identifying and analyzing trends. Drove initiatives to identify corrective action plans to resolve performance issues. ·Partnered with Quality Assurance team to identify trends and lead continuous improvement efforts associated with training. ·Participated as requested in Quarterly Business Reviews, client visits, new account and/or new product implementations.

Remote Worker

Directed countrywide senior staff of facilitators, project managers and curriculum designers who delivered contemporary new hire and advanced skill learning solutions in support of corporate strategic goals and initiatives.•Served as Assistant Learning Director for Personal Lines Operations Division delivering speed to proficiency and significant cost effective solutions for more than 1,000 staff each year. Measurable KPI’s included, among others, Call Handling Time, Conversion Rates, First Call Resolution, Quality and Cross-Sell Metrics.•Assessed and anticipated ongoing strategic and tactical organizational needs and collaborated with operations staff to develop self-directed, web-based and classroom learning solutions.•Developed Learning Management Systems, Learning Portals and Online Learning Knowledge Channel resulting in cost efficient learning delivery and evaluation.•Partnered with HR to develop strategic plan for reduction in first year turnover leading to positive financial and employee engagement results.•Provided ongoing multi-faceted staff development and mentoring via leadership focused methods and practices.

Hartford, Connecticut Area

Liaised with strategic business partners to optimize workplace performance to support goals of the Consumer Business Unit of The Hartford, serving automobile owners and homeowners.•Acted as expert consultant in anticipating customer strategic and tactical learning needs resulting in design, and development of effective learning solutions and process improvement deliverables.•Discovered root cause of call center employee performance gaps by evaluating their knowledge, skill, motivation and environment to identify the largest return on investment in a learning strategy.•Utilized systematic and data-driven processes to aid in performance evaluations for more than 1,500 call center employees throughout the country. Quality metrics included first call resolution, actual handling time, quality in underwriting, customer satisfaction and employee engagement.•Developed new position that provided quality control, service, and productivity support to allow company to effectively serve its internal and external customers.•Adept in GROW coaching model methodology as a tool in identifying learning performance gaps.

Hartford, Connecticut Area

Led multi-faceted training projects for delivery of new applications across multiple business segments.•Adopted a rigorous instructional design methodology (ADDIE) and consistent project management discipline (PMI) to deliver consistent and effective project outcomes.•Designed synchronous and a-synchronous sales and customer service curricula for staff in multiple locations, promoting professional development, performance support, and leadership development.•Researched, developed, and communicated measurement and evaluation processes that included needs assessments, balanced scorecards, and post-training business impact assessments (Kirkpatrick).•Facilitated multiple automation and soft skill customer service learning events.•Certified as an Achieving Extraordinary Customer Relations (AECR) facilitator.