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.
• 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.

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.
• 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..

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.

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.

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.