Joe Johnson Email & Phone Number

Herriman, Ut, Us

Salt Lake City Metropolitan Area

Greater Salt Lake City Area

Manage and provide strategic direction for 3 teams of education professionals, including 4 functional leaders, and up to 25 direct and indirect reports: responsible for providing comprehensive education solutions for the NICE inContact CXone product portfolio, technical and conceptual learning for both internal and external audiences, and ongoing employee learning & development.• Own and manage strategy for increasing quality and effectiveness of new customer Education and Onboarding, as… Show more Manage and provide strategic direction for 3 teams of education professionals, including 4 functional leaders, and up to 25 direct and indirect reports: responsible for providing comprehensive education solutions for the NICE inContact CXone product portfolio, technical and conceptual learning for both internal and external audiences, and ongoing employee learning & development.• Own and manage strategy for increasing quality and effectiveness of new customer Education and Onboarding, as well as driving a positive and continuous revenue stream.• Manage budgets and resources to maintain efficiency and coverage across all learning functions.• Own and manage the organization, scheduling, and logistics of Pre-Conference training for NICE inContact’s annual Interactions conference.• Responsible for conceptual and technical product training for new hires to NICE inContact including Sales, Client Services, Technical Services, Product, R&D, and support departments, such as Human Resources, Finance, and Legal.• Collaborate with other leaders, HR, and Recruiting to identify and solve for learning gaps within Sales, Services, Operations, and Support roles, including job-specific, multi-level product certifications.Notable Contributions:• Grew Customer Satisfaction consistently, Top 2 Box score of over 93% (4.83: 1-5 scale), and an NPS Score of 74.• Developed a successful Partner Certification program resulting in the certification of global implementation partners increasing revenue and efficiency for the Professional Services organization.• Led the development of new Client Onboarding program, including developing new processes, recruiting and hiring resources, and developing a positive revenue model.• Led efforts to improve comprehensive new hire training program ‘Ascent Core’, focusing on flexibility and engagement, including classroom training, distance learning, and self-paced content. Show less

Sandy, Ut

Facilitated training for more than 100 new and existing corporate clients, while collaborating with Subject Matter Experts to reconstruct curriculum with an aim to create more engagement and knowledge retention. Notable Contributions:• Maintained an individual Instructor Satisfaction score of 4.75 on a 1-5 scale.• Designed and implemented enterprise-wide distance learning consistency guide and best practices.

Greater Salt Lake City Area

Strategize, design, implement and evaluate learning programs for 1,200 E*TRADE corporate clients, consisting of more than one million participants, and 200 internal Corporate Services sales, service, and support employees.Led the development of a revenue generating program for participants, to provide them with the education and information they needed to make informed decisions as well as providing clients the tools they need to support their participants.Attracted and retained… Show more Strategize, design, implement and evaluate learning programs for 1,200 E*TRADE corporate clients, consisting of more than one million participants, and 200 internal Corporate Services sales, service, and support employees.Led the development of a revenue generating program for participants, to provide them with the education and information they needed to make informed decisions as well as providing clients the tools they need to support their participants.Attracted and retained clients by establishing a strong consultative partnership with executives, while organizing, developing and facilitating live virtual and in person training events for more than 20 Corporate Clients and over 6,000 Plan Participants. Over 70 live presentations were facilitated, with an average instructor score of 3.91 on a 1-4 scale.Devised innovative approach to conference and direct product demos and managed a team of developers to create new do-it-yourself demos utilizing Flash and eLearning technologies. This provided solutions to known issues with live demos requiring internet access as well as increasing organizational efficiency and allowing clients to test-drive a new product. Show less

Greater Salt Lake City Area

Designed and facilitated training on E*TRADE systems, equity compensation concepts, equity vehicles, tax implications, and regulations to prepare new hires for the Series 7, Broker certification and Certified Equity Professional exams.Facilitated ongoing 4-week on boarding classes introducing new hires to the vast array of products and services offered as well the rigorous compliance regulations required of registered representatives. Led study groups and personally tutored… Show more Designed and facilitated training on E*TRADE systems, equity compensation concepts, equity vehicles, tax implications, and regulations to prepare new hires for the Series 7, Broker certification and Certified Equity Professional exams.Facilitated ongoing 4-week on boarding classes introducing new hires to the vast array of products and services offered as well the rigorous compliance regulations required of registered representatives. Led study groups and personally tutored individuals for internal designation programs including the Certified Equity Expert exam and Broker Certification resulting in a 100% success rate. Show less

Greater Salt Lake City Area

Provided exceptional service to E*TRADE customers, resulting in retention of clients and their assets and the further migration of their financial portfolios to include other products and services. On boarded new Stock Plans Service Representatives, as well as developed, implemented, and facilitated study sessions for internal and industry designations including the Certified Equity Professional program.

Ogden, Ut

Provided conceptual education and mentoring related to member retention techniques as well as coaching less-tenured representatives to deliver superior customer service.Trained new representatives on internal systems. This training included both classroom facilitation as well as one on one mentoring and coaching.Navigated multiple computer applications, resolved customer concerns, and provided a second line of communication for disgruntled customers while also adapting to… Show more Provided conceptual education and mentoring related to member retention techniques as well as coaching less-tenured representatives to deliver superior customer service.Trained new representatives on internal systems. This training included both classroom facilitation as well as one on one mentoring and coaching.Navigated multiple computer applications, resolved customer concerns, and provided a second line of communication for disgruntled customers while also adapting to frequent changes in company policy. Show less