Jason Trammell Email & Phone Number

Greensboro, Nc, Us

United States

Remote

Remote

Raleigh, North Carolina

Responsible for relationship management, project implementation and success of online training certification programs for business clients and academic partnerships.> Managed Corporate client relationships, including Pepsi, Mondelez, General Electric, The World Bank and IBM.> Managed major academic client relationships, including Duke University, Santa Monica College and Caltech.• Managed multiple content development projects with international and remote teams, including teams inIndia, Australia, the UK, and Mexico• Led business initiative to increase productivity and influence tracking using Salesforce• Prepare reports on participant progress, relationship milestones, Instructor performance and sales proposals• Successfully ran pilot programs with goal of growing license procurement – efforts yielded account growth of up to 90% and multi-year purchase commitment with key stakeholders• Responsible for resolving corporate client escalations• Facilitate webinars with focus on product demo, value add, and management experience• Recruited and evaluated performance for Instructions responsible for delivering our Digital Marketing and Data Analytics courses

Mcleansville, North Carolina

Manage Training team and Transition Supervisors with an emphasis on driving performance through accountability and coaching. Serve as a project leader for training call center initiatives and responsible for updates on tracking the employee experience to the executive unit.• Analysis of call center metrics to achieve service levels and efficient operations• Prepare reports on call center statistics – both scheduled and ad hoc• Assist Operations Director and Workforce Manager with forecasting call volumes and monitoring scheduling needs• Coach Trainers and Supervisors through identifying key behaviors to impact results positively utilizing client centric philosophy• Assist with the interview and selection process of call center management• Ensure policies and regulations are being followed consistently and take disciplinary action when needed• Recruited new hire employees via virtual review platform for our international offices in the Philippines and the UK

Greensboro, North Carolina

Lead a team of Trainers and Training Assistants. Coach and develop employees. Direct all daily performance management activities. Lead strategic projects and initiatives among the global learning and development organization. Develop innovative strategies for driving performance results, enhancing competitiveness, increasing revenues, and improving customer experience.• Managed a training deadline strategy, which yielded a growth in partner objectives by achieving 95%+ on Instructor-led continuing education obligations during the month of November 2017• Facilitated leadership training with emphasis on people management and communication• Served as project manager for all learning and development initiatives for the North Carolina call center• Partnered with Operations management and Quality to identify learning gaps and create focused initiatives around reducing performance gaps

Mccleansville, North Carolina

Facilitated operations training for call center new hires. Designed and delivered custom leadership and employee development programs. Partnered with clients and coach leaders, in an effort to, maximize organizational effectiveness and exceed contractual expectations.• Enhanced the new hire experience through motivational workshops and daily activities; shared best practice with learning and development department nationwide• Recognized for consistently achieving and exceeding training/post-training performance and retention metrics• Managed monthly continuing education training plan; actualized an improvement in overall employee completion rate from 91% to 98%

Mccleansville, North Carolina

Led a team of Wireless Care Representatives in a call center environment. Managed day to day activities through extensive review of employee performance and call center metrics. Responsible for accurate timekeeping and behavioral follow up for employees.• Reviewed recorded calls to ensure maximum call quality was adhered to and provided feedback and support to agents surrounding their successes and opportunities• Recognized for consistently achieving and exceeding Quality performance and AHT metrics• Managed teams of new hire transition agents for four week cycles, during which time accelerated development techniques were implemented to ensure that the agents were prepared for the production environment

Mccleansville, North Carolina

Served as immediate point of contact for 40 call center agents. Acted as a liaison between customer service phone representatives and Operational leadership.• Responsible for the on time delivery of daily metric reports to senior leadership• Identified and coached outliers on call center metrics including AHT, ACW, Call Quality and transfers• Developed and participated in site wide recognition team, responsible for driving employee engagement through positive, motivational activities and awareness

Mcleansville, Nc

Responsible for identifying call trends and reporting successes and opportunities to the National Operations team. Designed and facilitated custom training for team outliers, based on reviewed data. • Hosted and facilitated call listening calibrations with National Leadership and business partner in an effort to drive positive Quality results.• Increased customer experience results by 10% month over month through behavioral change strategies.• Influenced senior leaders to invest in specific interventions and hold all employees accountable for their individual and team results• Coached leaders to drive improvement in their team’s Quality performance