Mike Davis Email & Phone Number

Washington, Dc, Us

Washington, District Of Columbia, United States

Phoenix, Arizona, United States

Deliver effective and engaging organizational development and learning programs and experiences for a fast-paced financial technology organization• Designed and implemented new hire programs for Account Servicing, Collections, Deposit Servicing, and Home Improvement Financing teams in collaboration with subject matter experts, reducing employee turnover by 7%• Partnered with Process Development and Policy Writing teams to develop and implement instructor-led and eLearning solutions for new and updated product or procedural knowledge• Upskilled a team of four Training Specialists in quality content creation while mentoring one Training Specialist through a successful Instructional Design certificate course • Managed a cross-functional project team of 20 in implementing an AI learning solution, providing real-time feedback to team members to improve phone and chat interactions with customers which impacts First Call Resolution and Customer Satisfaction metrics• Created and successfully implemented a 90-minute instructor-led course with a 6-month sustainment plan with adult learning methodology activities, ensuring adoption of new Core Value; success at Phoenix Service Center led to release of program to all operational locations

Phoenix, Arizona Area

Learning Development Specialist - New Hire Onboarding - December 2020 – Present-Facilitate onboarding of new hires in Sales, Client Services, Client Marketing, and Product/Tech-Perform needs assessments with department leaders to identify gaps in curriculum-Design, develop, and implement learner-led eLearning and instructor-led new hire program-Design, develop, and implement instructor-led continuing education for current employees Project Manager - A.I. - September 2020 – Present-Coordinate a cross-functional team of 14 from Product, Client Marketing, Training, and Sales to develop an Artificial Intelligence (A.I.) to engage with front end users of a real estate CRM -Maintain partner relationship with Structurely, third party vendor providing A.I. technology-Responsible for increasing product adoption from 100 beta clients to 500+ within 7 months of launch - $100K+ in monthly recurring revenue-Responsible for reducing A.I. client churn by 50% over 5 month period-Facilitate weekly calls to review A.I. performance metrics and client feedback to implement updates-Design, develop, and implement learner-led eLearning training on A.I. use and best practicesBusiness Advisor - June 2018 – Present-Facilitate monthly instructor-led, in-person training events for 60-100 clients - 3000+ clients over 3 years-Facilitate bi-weekly, instructor-led webinar training for 50-250 clients -Create content for training manuals used at live events-Design and develop advanced training courses - MasterSeries: Recruiting & MasterSeries: Accountability-Design, develop, and implement learner-led eLearning training materials on new and updated features-Maintain partnership with transaction management company SkySlope through upselling clients, managing integration, and creating training content

Phoenix, Arizona Area

-Train Front Line Support Agents on CINC products, troubleshooting best practices, and on our support systems i.e. Zendesk and Salesforce-Create and organize team schedule and task assignments for inbound call, email, or chat support based on volume -Lead team of 5 to meet company key performance indicators: Total Missed Engagements < 20% and Total Client Satisfaction of 93%+-Conduct weekly one on one meetings with team members to ensure goals around call volume and customer satisfaction are met-Facilitate monthly, large scale trainings of 200+ Real Estate Agents and brokers on CINC platform, a SAAS-based program, and business best practices-Conduct on-site client trainings for both domestic and international clients; currently trained 15 Brokerage offices on CINC platform

Greater Atlanta Area

-Responded as the first point of contact for communication and support between our company and our clients-Answered and responded to a minimum of 40 inbound calls, 60 inbound emails, and 50 inbound chats per day, while implementing thorough client service-Maintained a minimum of 6.5 hours of available online time per day with less than 1 hour of wrap-up time-Achieved a monthly client satisfaction rating of 90%+

Greater Atlanta Area

-Maintained a business and personal level relationship with our clients throughout their training process-Completed minimum of 4 onboarding training calls with new clients-Completed follow-up and feature based training with new and current clients -Recorded and posted 'Quick Tip' videos on features and best practices to our Help Center and Facebook groups

Greater Atlanta Area

-Maintained a business and personal relationship with 100-150 active clients assigned to myself-Executed engaging welcome calls to new clients and managed seamless transition from sales to training-Performed assessment touch points with current clients regarding: platform adoption, user usage, platform and personal milestones, and life events-Accomplished monthly key performance indicators of 100% attempted touches, 90% completed touches-Worked closely with our retention team (U-Turn Team) to save clients that were at risk and held a retention rate of 90%+

Mcdonough, Ga

-Oversaw remote terminals, drivers, and customer accounts-Consistently met a 3-day service commitment to move customer units by utilizing the agents and drivers in the field-Scheduled driver trips, linking unit pick-ups and drop-offs to capitalize on timing and location to ensure maximum efficiency when dispatching drivers-Ensured drivers complied with DOT standards and regulations

Marietta, Ga

-Supervised and directed all activities of dockworkers and other support staff engaged in loading and unloading of freight-Prepared and planned daily utilization of resources to ensure consistent and efficient operation-Delegated assignments, monitored performance, and trained on duties, policies and procedures-Conducted pre-shift employee meetings and advised on expectations for the shift-Maintained a safe work environment by communicating and enforcing company safety rules and regulations

Rome, Ga

-Consistently provided excellent service to all customers-Confidently provided support and detailed information regarding inventory reconciliation, invoicing discrepancies, and more-Responsible for basic operations on the floor such as: layout, customer relations, and sales

Bachelor'S Degree, Multi/Interdisciplinary Studies

Concentrations in Business, Writing, Instructional Technology

Associate Of Science (A.S.), Education

Activities and Societies: Phi Theta Kappa Honor Society member, National Creative Society member, Editor-In-Chief of Six Mile Post Student.

Bachelors In Interdisciplinary Studies, Instructional Design & Technology, Business, And Public Administration