Mitchell Beane Email & Phone Number

Bel Air, Md, Us

United States

United States

• Collected payments, updated accounts, and notified customers of additional responsibilities, collecting an average of $2,000 daily, impacting the overall goal of the department by 5%.• Notified customers of payment obligations via telephone calls, performing inbound and outbound calls for over 100 customers daily.• Developed procedures and documentation for 200 departmental agents to regulate extraction and safe storage of collections in event of destructive emergency.

United States

• Functioned as point of contact and manager for 2 major training software implementation initiatives (DeepHow & Kahuna) for all Global Operations around the globe.• Recorded over 2000 hours of tribal knowledge on-site at plants, which in turn, contributed to an ROI of %200 reduction in training times for specific topics, impacting end-to-end laborer employee experience in the manufacturing plants and distributions centers for over 35,000 employees globally.• Collaborated with 4 other key pillars within Workforce Readiness such as Upskilling, Talent Acquisition, Rewards, and Talent Development to make recommendations on opportunities for continuous improvement and new best practices for Workforce Readiness.

Middle River, Maryland, United States

 Coordinated the total training plan for approximately 250 employees including, quality assurance specialist, customer service agents, phone sales agents, production service specialist, supervisors, and upper management that led to the successful startup of TransCore’s contract with MDTA (Maryland Transportation Authority) and E-Z Pass.  Creation and management of training materials (i.e., manuals, quick reference guides, audio-visual aids and computer help screens/dash boards) for over 500 documented policies and procedures as well as aiding with technical writing of over 200 standard operating procedures. Authored, planned, and guided the business’s quality assurance and continuous improvement program. Facilitating training classes for an average of 30 trainees per training class consisting of various roles.

White Marsh, Maryland

 Reduced customer support center attrition by 15% through improvements to training and development, quality assurance and employee engagement saving $3.5M on training cost annually. Facilitating training classes for an average of 30 customer service, customer resolution, recall process and e-commerce sales trainees per training class on site and abroad post restructuring training from 26 weeks to 8 weeks efficiently, thus reducing training duration by 70%.  Championed the organization’s Learning Management System (C2 Perform) ensuring that its functionality is used and that employee records are maintained, drafting an instructional guide and recorded video (eLearning), composed simulations, on the proper use of the platform, policies, and procedures, increasing retention by 20%. Implemented customer satisfaction metrics (RFC) and drove the survey results into the organization for continuous improvement, which enhanced the customer experience by 35% overall, as well as a 25% improvement in the Net Promoter Score.

White Marsh, Maryland

 Pioneered a four-tiered career path for the customer support center, which resulted in 100% of employees being crossed on multiple phone, email, and social media transactions, reduced on-boarding time by 33%, and increased one-call resolution by 25%.  Using Agile theory, aided the successful resolution for the largest recall in IKEA history “SecureIT”, evaluated training program goals, resource needs, development of work plans, distributing resources and accounts for their effective uses, thus reducing hold times by 20% and increasing recall case accuracy to over 90%, exceeding goals and performance standards for work conducted by the program, hiring and training over 300 permanent and temporary employees. Improved the total training by implementing 50 standard deliverable templates, tools and processes across the CSR, Case Resolution, Flow and Exchange and E-Commerce sales teams resulting in reduction of curriculum design lifecycle by 60%.

United States

 Oversaw the customer service department and ensuring the company delivers the highest level of customer service possible, supervising a staff of 28-34 agents within the customer service, customer resolution, and e-commerce sales department using all forms of correspondence (phone, email, social media) exceeding location goals of 90% adherence, 95% quality assurance and 90% case accuracy.  Influenced a process mapping tactic, discovering new ways to drive customer inquiries to self-service resources using analysis of call volume levels against forecasted demand, adjusting coverage accordingly based on customer requirements impacting AHT by 20%. Resolved escalated customer service issues, complying with the company policy, providing quality customer service ensuring-time arrivals for pickups, deliveries, limiting problematic issues with driver services, and made sure all delivery documentation was submitted promptly to the customer essentially leading to amplified CSS scores by 25%.

Bachelor Of Business Administration - Bba, Business Administration And Management, General

Business Administration And Management, General