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.
• 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.

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.

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.

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.

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.

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.

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.

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