Larry Gray Email & Phone Number

Horsham, Pennsylvania, Us

Tulsa, Us

Established HR and administrative processes to support a growing organization. Efforts resulted in a 25% increase in billable hours and a 56% reduction in administrative costs. Facilitated Myers-Briggs (MBTI) sessions to leadership team designed to enhance client and employee communication and drive decision making skills. Sessions were deemed highly successful and produced a marked increase in client satisfaction as the result of and a more engaged workforce.

Indianapolis, Indiana, Us

Led the design, development, and delivery efforts of onboarding curricula with a customer-centric focus resulting in 135% increase in early life-cycle cross sell, a 76% increase in employee empathy (as measured by Quality Assurance Teams), and a 63% decrease in new agent attrition. Provided strategic direction for overhaul of content under management driving a 66% reduction in content hours under management. Led offshore training efforts through single largest offshore expansion in the organization’s history resulting in increased agent preparedness and reduction of 72,000 training hours.

Dallas, Tx, Us

• Provided training strategy and learning project management in support of ordering system rollout to 85K employees resulting in anticipated savings of $75M. Training strategy resulted in reduction of 2.25M project training hours versus plan.• Provided training strategy and learning project management for DIRECTV Now product rollout resulting in incumbent employee and customer facing training which drove 1M new product sales in the first year.• Led strategy, development, and design efforts for corporate-wide Leadership Academy program which was delivered to 25K leaders at all levels of the organization; drove significant increases in employee engagement and double-digit reductions in employee attrition.

Dallas, Tx, Us

• Provided lead support for all training related AT&T/DIRECTV merger related activities. Transitioned team with zero attrition through acquisition process.• Managed team of designers dedicated to building, maintaining, and enhancing new hire and incumbent training curriculums. • Managed team of DIRECTV Master Trainers charged with upskilling vendor and AT&T training delivery teams on DIRECTV curriculums.

El Segundo, Ca, Us

• Instituted a continuous improvement model resulting in double-digit gains in agent proficiency during early agent lifecycle. • Consistently led teams ranked among the highest in the organization in employee engagement and exceeding “High Performing Norms” as measured by Towers Watson.• Established and implemented internal metrics and certification program for DIRECTV facilitators and successfully launched to external vendor trainers.• Established training delivery career pathing plan and led the development of Master Trainer program.• Served as Corporate Master Trainer and lead facilitator for organizational leadership development program.

El Segundo, Ca, Us

• Led facilitation teams in Tulsa, OK and Huntsville, AL.• Established internal metrics designed to predict proficient performers upon completion of initial classroom training.• Partnered with organizational leadership and external vendors in the establishment of corporate-wide coaching and leadership program. Served as lead facilitator and corporate master trainer for the program which launched across the organization and was credited with significant reductions in early employee attrition rates, decreases in agent absenteeism, and a marked increase in overall agent and leader engagement.

New York, Ny, Us

• Applied comprehensive diagnostic techniques to scope and define opportunities to enhance organizational design and effectiveness.• Developed solutions leveraging both internal and external resources to deliver optimal solutions providing benefit to the organization through application of consulting expertise. • Led organizational paradigm shifts focusing on organizational design and effectiveness, leader and management development, succession planning, sourcing, organizational change and structure, communications, change management, strategic planning, process redesign, competency modeling, and employee engagement.

Omaha, Ne, Us

Working in tandem with business partners, I was responsible for the creation, development, and delivery of innovative regional and global learning solutions. Collaborating with HR and Business Leaders, I provided integral support in analyzing and resolving highly critical people performance issues, particularly at the Frontline Leader level. Structured and maintained a comprehensive orientation process for all workforce personnel to maximize the ramp-up of new individuals and improve overall speed-to-productivity. Enabled the constant development of the training staff through enhanced people management process. Improved speed to proficiency by reducing new hire training time while applying experiential learning methodologies.

Us

Responsible for the establishment and attainment of customer service and quality targets, initiative planning, project management, strategic planning, and managing and tracking call center activities to attain or exceed corporate short and long term objectives. Additionally responsible for staff development, customer care certification, once and done activities, incentive plans and establishing individual and corporate service standards and thresholds. Responsible for management of all new hire and developmental learning activities locally, as well as, at virtual sites in Cedar Rapids, IA and Springfield, MO. Additionally, partnered with leadership in all locations to reduce AHT, increase overall customer satisfaction, establish escalated management team, and improve overall call quality. Lead efforts to reform call monitoring and evaluation process resulting in nearly a 20% increase in customer call satisfaction and similar results in overall once and done call resolution.

Established and implemented training and organizational development standards for a start-up organization. In this capacity, I partnered with other business leaders to create business plans, sell product/services, and create programs to market, incent, and provide product/technical training to client staff. Served as primary post-sale customer interface and partnered with the client to facilitate needs analysis, website development, associate incentive plans and training programs, marketing strategies, and all four evaluation levels. Consistently exceeded 30-60-90 day client productivity thresholds.

Charlotte, Nc, Us

Partnered with local and national management teams to establish and implement organizational design strategies, leadership development solutions, and sales/service training programs and methodologies. Created and implemented a Banking Center Management Training and Certification Program and partnered with local management teams to establish Banking Center Manager competencies and hiring standards. Also served as a Banking Center Manager where I was responsible for the retail operations of a $75M full service banking center. In this capacity, I was consistently named as a top producer.