Jim Hashman Email & Phone Number

Dallas, Texas, Us

Providing strategic, impact based learning and development empowering the company as a whole and individual team members maximize their potential.

San Francisco, Ca, Us

Global responsibility for Learning & Development and Quality Assurance functions for 4,000 international and US based contracted and direct hire learners. Develop and lead the execution of tactical and strategic initiatives. Key focus areas are Customer Satisfaction, Cost Reduction. Product Launches, Speed to Proficiency, Employee Retention and Employee Engagement. Notable achievements include: • Onboarding of 18,000 global agents in 60 days to support CoVid-19 related expansion• New Hire Curriculum redesign that improved new hire retention 68%, Customer Satisfaction 4 points, and QA scores greater than the tenured employees.• QA Rubric redesign with direct correlation to Customer Satisfaction and employee skill development.• Leveraged leadership and inclusion practices to move organization Employee Engagement from bottom quartile to top quartile.

Plano, Texas, Us

Executive level responsibilities include all Learning and Talent Development, Internal P& P Communications and Document Management, end-to-end Service Recovery Efforts, On- and Off-Shore Operational Excellence, Performance Improvement and Change Management Programs. Innovative solutions implemented include:• BPO leadership development certification • Agent onboarding redesign and employee retention improvement• Automated skill-based assessments • eLearning and multi-modality facilitation strategies• Service delivery rapid response program, root cause analysis and process improvement

Responsible for all Learning and Development including Talent and Leadership Development, Performance Improvement, Call Center Recruitment and Cultural / Charity Initiatives for multiple inbound sales and customer service organizations. • Developed front-line leadership skills curriculum including formal and informal coach-the coach programs, behavior based interviewing, balanced score cards, SWOT analysis and action planning• Instituted employee engagement analysis and improvement plans• Implemented formal and informal cultural, reward and recognition programs reducing employee turn over 90% • Created multiple on-boarding programs improving new hire speed to proficiency• Lead the change management and learning functions for multiple new technology launches

Detroit, Michigan, Us

Led the Sales Force Development Team of 12 responsible for 250 internal and 3,500 external sales associates learning and development requirements throughout the state of Michigan. Responsibilities included all phases of the ADDIE learning and development model, state of Michigan Insurance License, Federal Medicare Advantage and state of Michigan Continuing Education certifications and audit adherence.

Philadelphia, Pa, Us

Provided learning and development leadership, strategic consultation, program development and resource management driving improved performance across consumer and business to business sales channels. Demonstrated facilitative leadership by fostering collaboration between multiple internal corporate clients, subject matter experts and program managers. Responsibilities included all phases of the ADDIE model for sales, retention and front line sales supervisor and manager learning initiatives.

Monroe, La, Us

Lead the 150 member sales and customer service training organization which supported fourteen call centers in twelve states resulting in winnning an ASTD Best In Class award for revising the new hire onboarding which set company sales records.

Designed, developed and implemented behavior based national sales training, sales incentive and retention initiatives driving double digit growth year over year.

Bs, Audiology And Speech Sciences

Associate'S Degree, General Education