Jerry Vanwormer Email & Phone Number

United States

Watertown, Ny

Watertown, Ny

• Responsible for hiring and managing a team of 12+ trainers• Accountable for the professional development of team members• Strategic planning for training classes for multiple lines of business, utilizing all resources• Ensure all new-hire classes are provided with both company and client credentials to be successful• Plan and prepare for weekly team meetings to communicate relevant information, best practices and level-set expectations• Perform regular classroom audits on all direct reports ensuring compliance• Attended and contributed to client calls for all lines of business• Contributed to weekly site leadership and interdepartmental meetings• Plan recursive and new hire training to support client value metric attainment by all lines of business• Prepare, process and conduct effective and constructive annual performance appraisals for direct reports• Implemented leadership training and courses for professional growth of team and management staff• Effectively trained instructors and supervisors on techniques for managing employees, maintaining engagement and overall classroom behavior• Mentored team members to succeed and advance within the department and company• Managed site training plans for the year, including setting course plans, training spaces and department rotations• Responsible for training department in multiple sites; both local and in other states• Diagnosed call center agents' performance challenges and create additional training to address the challenges• Developed an instructor staff, including 3 master trainers, that are consistently requested to travel to other sites in the United States and internationally

Watertown, Ny

• Responsible for managing team metrics daily/weekly in relation to client goals and expectations.• Responsible for the professional development of team members.• Performed regular quality audits on all direct reports, and subsequently coached back findings• Attended weekly conference calls with the client to discuss support professional performance.• Maintain and update agent attendance, payroll timecards, and vacation requests daily.• Responsible for performing low customer satisfaction call-back's to customers and coach agents on areas of opportunity.• Provided leadership and direction for my employees, supervising activities that drive productivity and efficiency.• Assessed, motivated and empowered team members to perform in a manner that builds customer satisfaction and loyalty, leading to retention and growth.

Mannsville, Ny

• Prepared income taxes privately out of my home for individuals and small businesses.• Compiled and organized client information with close attention to detail.• Maintained and managed client records and confidentiality.• Determined clients' eligibility for tax credits, abatements or deductions through careful research and oversight.• Informed clients of products and services that may be beneficial, resulting in additional business opportunities.• Produced US and state income tax returns for individuals.

Bachelor Of Science - Bs, Accounting

Master Of Science - Ms, Curriculum And Instruction

Bachelor Of Arts - Ba, Secondary Education And Teaching