Juanna Simmons Email & Phone Number

Dallas/Fort Worth Area

Hand selected based on emerging leadership style. Partner closely with Executive/Senior Leadership teams on learning needs, strategic business priorities, and changes. Align our strategy with the business and direct the deployment of the strategy through a team of leaders, consisting of trainers and designers with responsibility to embed this initiative through all levels and functions of the operations division, over 1,000 employees and vendors. Promote L&D knowledge sharing through the organization's operational business processes and systems by, among others, strengthening links between knowledge sharing and the information systems, and improving integration among information systems in the organization, to facilitate seamless exchange of information across systems▪ Developed training evaluation metrics to demonstrate the training is having the desired business impact including tracking and reporting on training outcomes▪ Created a leadership development program for middle management designed to develop skills such as communication, coaching, conflict resolution, etc.

Dallas/Fort Worth Area

Spearheaded change department-wide, established new strategic direction, and built a strong leadership team of 5 Managers through coaching and development. Ensured daily KPIs and goals were achieved and aligned with company objectives. Blended teams were comprised of phone and back office/processing employees. Ensured compliance of industry regulations, passing all audits consistently.

Dallas-Fort Worth Metroplex

Demonstrated superior leadership and guidance to a team of 12 agents and 1 CSR Lead, resolving customer issues ranging from low severity to complex escalations. Vigorously ensured all direct team members exceeded goals for Quality Assurance, AHT, Schedule Adherence and First Call Resolution. ▪ Encouraged successful career development by mentoring and training 10 team members to promotion in leadership positions within the company▪ Supplied proven leadership training & mentoring of new Unit Leads that aided in their accomplishments▪ Fostered effective career development by facilitating weekly CSR Lead meetings and trainings to ensure the successful implementation of best practices and leadership skills▪ Received Employee Recognition Award in 2013

Dallas/Fort Worth Area

Provide mentoring and strategic leadership while supervising a team of 15 - 20 technical care reps and one senior rep. Evaluate team performance and provide personalized training and coaching to boost productivity. Support staff on the floor in resolving customer issues including providing backing support in handling escalated and complex customer issues. Continually monitor calls for quality assurance. Collaborate in interviewing, hiring and orienting staff. Create performance reports and submit all administrative paperwork.

Little Rock, Arkansas Area

Provided specific project management and transitional services to the purchasers of Verizon’s Divested properties post Verizon’s acquisition of Alltel. Effectively served as a liaison between purchasers and internal business owners and technical team members. Coordinated program/product launch efforts with program/product owners to ensure accuracy and efficiency of launches. Managed a broad scope of activities, including promptly mediating and continually assessing and mitigating risks for assigned projects.

Little Rock, Arkansas Area

Managed a team of 5 Sales and Call Center Trainers while partnering with Channel VP’s and Directors to determine appropriate training strategies, schedules, training methodologies, and approach for all products, services, systems, policies and processes necessary to each channel. Identified skill gaps and worked with trainers to develop training material and supporting documentation. Coordinated the development and standardization of training across many remote centers to ensure consistency and quality of training in each of the three channels.  Developed trainer certification programs to support the Indirect channel and the Retail/Business Activation Centers  Facilitated manager and professional skills development courses for higher level management

Little Rock, Arkansas Area

Served in this multifaceted training role leading orientation and development sessions for all newly-hired trainees as well as also leading ongoing development and continuing education for existing sales staff—in both the classroom and via eLearning distance courses online. Instrumental in the implementation of additional sales trainers into the Indirect channel  Mnaged the development and pilot of the updated Indirect and Sales Manager New Hire class