Renee Smith Email & Phone Number

Myrtle Beach, SC

• Capitalize on the opportunity to lead all fast-paced, high-volume call center operations, including mentoring and managing a service-centric team in ensuring compliance with organizational regulations and policies..
• Improved overall customer satisfaction rates within a new advisor pool by 10%.
• Increased team-wide training proficiency by revamping the training program by 14%.
• Deployed state-of-the-art systems and implemented new process enhancement strategies.
• Substantially reduced team absenteeism by up to 10% and enhanced team performance by 11%.

Myrtle Beach, SC

• Excelled in driving the delivery of team-focused KPIs encompassing all quality, productivity, and compliance parameters. Managed a top-notch team in identifying and addressing development issues. Enhanced performance.
• Analyzed best practices for continuous team improvements.
• Enforced all organizational policies and procedures for strict compliance.
• Continually assessed team performance and recommended training interventions.

Myrtle Beach, SC

• Leveraged broad scope of industry knowledge toward serving within a confidential contract PMO role tasked with customizing and implementing new software and training / development initiatives. Contributed sharp.
• Developed staffing solutions to consistently accomplish tight deadlines.
• Built and sustained mutually beneficial relationships among stakeholders.

Myrtle Beach, SC

• Spearheaded results-generating program initiatives for transforming and deploying globally distributed printed training manuals to digital format. Developed project documentation, wrote and acquired marketing.
• Coached and mentored a global team and supported 1,000+ employees in using digital guides.
• Reduced development time by six (6) months and resources via development of cross-functional global teams, system integration issues identification, and outlining user interface.
• Saved more than $500,000 and 40+ tons of paper in shipping and printing expenses by delivering products within timelines and in compliance with company’s “Going Green” initiative.
• Maximized client satisfaction by ensuring seamless systems functionality and compliance with company policies / standards and user requirements.

Myrtle Beach, SC

• Led targeted decision-making across all global professional services-centric projects by providing key support and resource management. Cost-effectively oversaw budget and staff while serving as a “go-to” project /.
• Prevented escalated costs via coordination and communication among global printing vendors.
• Slashed data inaccuracy by 25% and boosted enterprise resource planning by managing operations of multiple projects, including resource scheduling and pipeline forecasting.
• Secured $300,000 profit annually by building a team of authors for streamlining calendars, selecting creative resources, and backfilling Subject Matter Experts (SMEs).
• Approved transformation to DITA / XML format by coaching users, creating documentation, and synchronizing updates which led to 40% faster creation of revised materials.

Stephens City, VA

• Strategically formulated and ensured standards implementation for delivery of products and courses with domestic and localized languages. Monitored product release dates to surpass delivery targets. Coordinated.
• Augmented user acceptance rates up to 50% and reduced production costs.
• Developed new companywide standards in training materials and documentation.
• Consolidated expenditures via dynamic materials production and pre-press internalization.
• Boosted customer satisfaction by establishing SLAs and delivery timelines with print vendors.