Josh Mills Email & Phone Number

San Antonio, Tx

Manage creative aspects of real estate marketing, including; branding, advertising, and web presence. Conduct staff training on various software applications as needed.Successfully implemented a new branding campaign, produced new marketing collateral, and launched a redesigned website; results increased recognition and client satisfaction for family owned business.

Managed research efforts for $240-million direct sales company; entailed presenting research data on potential product opportunities and business ventures to corporate executives on a bi-monthly basis.Established and coordinated new projects and associated vendor relationships, which included; requests for proposals, contract negotiations, meetings, vendor site inspections, SLA/prototype development, etc. Participated in ongoing corporate initiatives, above and beyond primary job duties; projects included the implementation of a company-wide communication strategy through the training 400+ employees.

Coordinated setup of call center in new international market and directed subsequent operations.Managed staffing, training, and supervisory issues associated with new call center in Sydney, Australia.Created documentation and training associated with Australian program information and operational procedures; delivered training to a support staff of 20 managers, agents, and admin staff.Reduced training related travel costs in my department 80% by implementing an effective distance learning solution; soon after adopted company-wide, reducing others travel expenses by up to 30%.

Supervised training team. Organized new hire, and ad-hoc, training initiatives for 70 seat contact center.Created new training program complete with; instructor guide, participant support materials, various knowledge assessment tools and exercises, and a three stage follow-up/evaluation plan.Incorporated the use of computer based training and testing into new hire and ad-hoc training modules.Selected by CEO for a 6 member “Innovations” team; directed to conceive new product ideas and company strategies for the purpose of increasing revenue and reducing SG&A over an 18 month period.Co-chaired 2-year project committee tasked with the in-house development of a new CRM/ordering system, later used by 300+ employees and 40,000+ “demonstrators” in 3 countries.

Developed technical and soft skills training curriculum for electronic medical records software Company.Reduced training expenses associated with Nat'l AccountManagers by 50%; methods included creating and implementing a computer based training (CBT) alternative based on instructional design principals.Tasked with restructuring the inbound technical support team to increase productivity; a thorough audit of existing processes, followed by the documentation of new SOP's, resulted in increased efficiencies and a 25% improvement in client satisfaction.

Managed call center staff of 40 agents and admin specialists. Organized ad-hoc training initiatives for district.Improved the level of professionalism and morale of 40 agents through empowered decision making, increased participation in department policy, and a mutually created rewards & recognition program.Trained and motivated inbound customer service staff to rapidly learn new skills in outbound sales; initiative successfully generated over $200,000 in paper sales over a 48-hour period.Increased staff skill set by designing and implementing a job skills training program; effort resulted in 40 agents increasing proficiency in: soft skills, MS Office, interviewing and resume writing, etc.

Facilitated new hire and ad-hoc training for a team of 200 supporting Microsoft Certification programs. Redesigned new hire training program to increase effectiveness and shorten ramp up time; efforts increased new agent quality scores by 40% and decreased ramp up time from 4 weeks to 3 weeks. Successfully trained 100 employees to learn a new CRM system over 4 classes in an 8 day period. Developed effective phone and email quality assurance programs for 125 associates on 5 teams.