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 implementation process.

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 experience.Monitor the activities of customer service staff to ensure compliance with set standards of courtesy and professionalism.Monitor customer feedback to make recommendations for contact center process improvement.Liaise with contact center Operations Senior Managers and Directors to develop strategic Customer Experience initiatives.Supervise the activities of the Customer Service Managers and Business Data Analysts.

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 updates.Liaised with corporate Business Training team and contact center Operations management to drive agent training initiatives.Developed and maintained Customer Care Center procedural Knowledge Base.

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 adult learning techniques including classroom-led and e-learning courses as well as workbooks, job aides and assessments.Facilitated train-the-trainer courses to prepare facilitators to deliver training to customer service representatives.

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 curriculum, and performed instructional design in the support of new operational processes and software applications.Managed the development and execution of local strategic communications programs that support and drive key business initiatives.Crafted messages, presentations and speeches for executives and served as a communications consultant for leaders across the organization.Managed vendor and contract resources for internal websites, video production, and publications.Designed and implemented customer experience hub tour programs in three largest facilities across the US in partnership with sales and operations leaders.Managed a staff of six employees that coordinate internal communications, community outreach, hub tours, regional media relations and branding initiatives.

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 three full time trainers and mentored 32 departmental Learning Specialists.

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 programs such as learning manuals, visual aids, operational training and new hire on-boarding program.Supported sales in revenue generation through conducting facility tours for existing and prospective clients.Designed facility tour scripts and tour guide training certification program.

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, and created database tracking systems.Established and developed a team of 16 departmental training liaisons. Provided coaching, mentoring, and developmental opportunities resulting in a structured network of resources to ensure customer satisfaction.Developed and delivered distance learning through Computer Based Training to client groups based in five remote locations across the Northeast.

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 program, team members were placed in leadership positions throughout the organization.Designed and facilitated departmental new hire orientation and Toyota Production System training materials. Delivered classroom education and hands-on, shop floor training.Conducted Toyota supplier showcase tours for companies interested in implementing the Toyota Production System.Delivered Toyota Production System training to suppliers nationwide resulting in improved operations and performance.

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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