Monica Wehr Email & Phone Number

Mason, Ohio, United States

Lead and manage implementation of new large case clients, maintaining communication throughout the course of the project to meet client expectations.Plan, lead, organize and control multiple project initiatives in accordance with approved scope and schedule.Partner with Sales and Account Management to ensure client requirements are met throughout the.

Mason, Ohio, United States

Organize, plan and monitor the customer experience department to ensure optimized interaction between the North America Contact Center and its customers.Develop and implement strategies to improve customer relationships, dedication and satisfaction.Collect, analyze and interpret customer interaction data to identify requirements to improve the customer.

Mason, Ohio, United States

Partnered with Sales & Account Management and Implementation teams to integrate new client requirements into the Customer Care Center.Led the implementation of a new Government segment within the contact center.Collaborated with Provider Relations, Compliance and IT teams to design contact center processes in support of new initiatives and system.

Mason, OH

Managed a team of 6 training specialists who deliver job skills training to contact center associates.Collaborated with contact center leaders to determine training needs and design appropriate solutions.Assessed customer service representative training needs and design training programs to develop their skills.Designed instructional materials based on.

Delivered New Employee Orientation and other various training programs.

Coordinated and managed strategic organization design and regulatory training programs for operational processes and new hire orientation.Functioned as a lead training consultant on a project team that implemented the transition and alignment of a restructured organization into a new facility.Identified training needs, planned instructional strategies and.

Led efforts in organizational training strategy for inbound mail operations that included new hire training, cross-training initiatives and new products and services training.Project leader for large-scale client and systems implementations encompassing project management timelines, training needs assessments, instructional design and delivery.Supervised.

Developed training strategies and implemented process technical instructional design for end-user trainers for a new hub expansion project, a $235 million semi-automated facility.Responsible for training needs assessment and collaboration with internal functional departments in meeting training requirements.Instructional designer for internal training.

Functioned as a business consultant for a variety of organizational development initiatives including job skill assessment resulting in improved work performance.Managed the training strategy and implementation of a Warehouse Management System implementation. Designed extensive curriculum, facilitated customized courses to over 300+ Operations Associates.

Architect of a new hire process and on-boarding experience that embraced the Toyota philosophy which included interview design, recruiting, interviewing skills and candidate assessment.Redesigned and customized a national training program whereby team members rotated between Toyota affiliates to learn the Toyota Production System. Upon completion of the.

Provided administrative support to the President.German-English translation

Bachelor Of Arts, International Business & German

Activities and Societies: Delta Phi Alpha German Honor Society - President, Sigma Kappa Sorority Minor in Economics

Certificate, German

Semester Study Abroad Program through University of Cincinnati

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