Lori Graff Email & Phone Number

United States

United States

Established and lead a training department of 4 training specialists. Develop advanced curriculum, programs, and materials and foster an environment of learning and engagement to improve employee performance.• Conduct 1:1 and Train the Trainer sessions to ensure training specialists are skilled, knowledgeable, and prepared.• Spearhead collaboration and strategic planning with cross-functional teams, including sales, operations, IT, business analysts, and customer service, to gather requirements and develop customized plans, ensuring a highly skilled workforce.o Implement changes to current training based on QA call reviews to upskill current employees and update training and training guides for new hires.o Develop training programs for clients and create process flows for client onboarding.• Champion change through transparent communication, collaboration, and training.ACHIEVEMENTS & HIGHLIGHTS-- Developed facilitator guides, training programs and materials, and established a learning library.-- Opened communication channels, including a newsletter to disseminate information fostering transparency, and ensuring team members are aligned with organizational goals.-- Created a Smartsheet intake form to streamline onboarding, provide information, and present a welcoming introduction to the company, accelerating new hires' integration.-- Increased job satisfaction for new hires and improved accuracy of client information.-- Collaborated to develop and implement a comprehensive Fanatical Prospecting and Sales EQ program, that increased sales effectiveness and improved customer engagement.- Streamlined workflows, reduced redundancies, and enhanced client productivity through process optimization.-- Assisted in designing and implementing text and chat for clients, including Servpro, FedEx, 7-11.-- Efforts allowed the company to onboard 6 client companies within two years, bringing in multi-millions in revenue.

West Des Moines, Ia

Assisted individuals in managing chronic illnesses through personalized dietary management and recommendation of supplements, demonstrating expertise in nutrition and a commitment to improving health outcomes.• Delivered engaging and informative presentations on nutrition topics to educate and support change management and empower individuals to make informed dietary choices.• Analyzed and provided nutritional coaching for individuals with gastrointestinal and autoimmune issues.• Consulted with organizations on corporate wellness initiatives for employees.

West Des Monies, Ia

Oversaw a call team of 45 remote representatives, ensuring client satisfaction and high-quality support and services to retirees. • Collaborated with cross-functional teams to drive operational excellence and client satisfaction by conducting regular call calibration meetings that included client advisor, QA, the client, and supervisors to review and resolve escalations.o Evaluated QA reviews to provide call coaching during weekly one-on-ones with account managers.• Spearheaded the onboarding process and new hire training program that covered customer service, systems knowledge, pension rules, and regulations to provide employees with skills and knowledge supporting high performance.• Resolved escalated calls, complaints, questions, and queries from retirees, demonstrating problem-solving skills and a customer-centric approach.ACHIEVEMENTS & HIGHLIGHTS-- Decreased new hire error rates by developing and implementing virtual training programs for inbound call centers using the 90/20/8 principle with conceptual and micro-learning deployed through interactive presentation and media.o Learning models based on 20 minutes of listening, 15 minutes of application, and 15 minutes of gamification to reinforce and test the knowledge base.o Learning models were for onboarding new hires and included communication & customer service, systems knowledge, and rules and regulations for pensions for Mercer.

West Des Moines, Ia

Delivered exemplary service while driving strategic business initiatives.• Trained new sales representatives

West Des Moines, Iowa, United States

Consulted with and educated consumers on dietary, nutrition, and health topics, including managing chronic illnesses. Represented the company through corporate speaking engagements across the metro.ACHIEVEMENTS & HIGHLIGHTS- Presented nutrition education to groups of up to 200 at companies, including Farm Bureau and Des Moines Medical University.- Led the department in sales of nutritional supplements and specialty food products.-- Coordinated and directed nutrition programs, including day-long events and a 6-week contest.