Robert Shiner - Mba Email & Phone Number

Lehi, Ut, Us

Salt Lake City, Utah, United States

Greater Salt Lake City Area

 Oversaw the new hire on boarding, continuing education, instructional design work, and leadership development efforts for both the Lexington Law Firm and CreditRepair.com CX (Customer Experience) channels. Successfully launched new hire curriculum for multiple full and part time schedules, which accelerated the new hire time to proficiency by 75%, as well as launched virtual on boarding in response to the COVID-19 pandemic. Analyzed, designed, developed, implemented, and evaluated… Show more  Oversaw the new hire on boarding, continuing education, instructional design work, and leadership development efforts for both the Lexington Law Firm and CreditRepair.com CX (Customer Experience) channels. Successfully launched new hire curriculum for multiple full and part time schedules, which accelerated the new hire time to proficiency by 75%, as well as launched virtual on boarding in response to the COVID-19 pandemic. Analyzed, designed, developed, implemented, and evaluated continuing education training based on business need gap analysis and seasonal cycles. Tracked annual and on the spot completion rates, and produced completion reports for the Operations leadership for multiple locations. As a tenured member of the LEAD Leadership Faculty – Coached monthly in-person and pioneered virtual leadership development classes, including: Building Trust, Difficult Conversations, Diversity and Inclusion, Introduction to the Enneagram, Leadership Confidence, Mental Health Awareness, Personal Change Management, Presenting with Confidence and Credibility, Time Management Styles, and Your Personal Brand. Successfully completed the Senior Leadership course based on conversational intelligence and building trust through emotional intelligence. Show less

Greater Salt Lake City Area

 Recruited, interviewed, hired, supervised, and educated Trainers, Associate Trainers, and Training Coaches who engaged in the delivery and coaching of training curricula and related materials in support of training objectives. Founded, organized, and refined the Associate Trainer and Training Coach positions – which established a structured career development path for internal scale-able growth for individuals and the Training department. Identified performance gaps – and the root… Show more  Recruited, interviewed, hired, supervised, and educated Trainers, Associate Trainers, and Training Coaches who engaged in the delivery and coaching of training curricula and related materials in support of training objectives. Founded, organized, and refined the Associate Trainer and Training Coach positions – which established a structured career development path for internal scale-able growth for individuals and the Training department. Identified performance gaps – and the root causes of the identified performance gaps – and orchestrated solutions in an environment of continuous improvement. In less than one year improved the new hire Cancel/Save percentage from 25% to 50%, and integrated formalized best practices for the Operations team to achieve 65% Cancel/Saves – up from 35%. Assessed the effectiveness of training curriculums based upon formal surveys and informal feedback from Directors, Operation Managers, Front Line Leaders, as well as target audience telephone agents.  Authored the formalized Customer Experience communication plan. Evaluated the professional skills and abilities of Trainers and Coaches, provided coaching and counseling as needed, all while establishing controls that reduced the overall 30-60-90 day new hire attrition – thus decreased on boarding costs. Advocated problem solving and decision-making skills, as well as effective organizational and time management skills; proven ability to handle multiple projects and priorities effectively in a fast-paced environment with minimal oversight. Demonstrated interpersonal and change management skills with the ability to recognize interdepartmental relationships and dependencies to implement activity in support of cross-functional policy, procedures, and enterprise goals. Show less

Greater Salt Lake City Area

 Co-authored training content for the Sales Department, for three lines of business, including a work from home workforce. Published facilitator guides, participant manuals, job aids, etc. Provided recommendations as needed. Owned the creation of learning solutions that embraced interactive learning, defined as actively engaging a learner's cognitive curiosity. Ensured learning and performance objectives were appropriate to the audience, and that the training materials met the learning… Show more  Co-authored training content for the Sales Department, for three lines of business, including a work from home workforce. Published facilitator guides, participant manuals, job aids, etc. Provided recommendations as needed. Owned the creation of learning solutions that embraced interactive learning, defined as actively engaging a learner's cognitive curiosity. Ensured learning and performance objectives were appropriate to the audience, and that the training materials met the learning and performance objectives, while keeping content fresh and engaging.  Administered projects through various phases of course development life-cycles, including: needs analysis, requirements gathering, solution design, development, implementation, and evaluation of training effectiveness. Showcased excellent written and oral communication skills. Show less

Provo, Utah; Greater Salt Lake, Utah; Rexburg, Idaho; Phoenix, Arizona

 Prior to my promotion, the Training Manager position had not existed within the company. I was to be responsible for five Trainers, supporting two lines of business, spread over three centers in two states. However, the business needs changed, and I ended up growing the department to twenty Trainers covering three lines of business in five centers over three states. Replaced every Trainer that was in place at the time of my promotion, enhancing the department skill set. Additionally, I… Show more  Prior to my promotion, the Training Manager position had not existed within the company. I was to be responsible for five Trainers, supporting two lines of business, spread over three centers in two states. However, the business needs changed, and I ended up growing the department to twenty Trainers covering three lines of business in five centers over three states. Replaced every Trainer that was in place at the time of my promotion, enhancing the department skill set. Additionally, I kept an equal balance of internal and external hires, to boost best practices, while keeping product knowledge integrity.  Examined the effectiveness of delivery of training content for Sales Trainers, to standards inclusive of adult learning theory, learning styles, class preparation, and the overall new hire experience. Conducted one-on-one weekly coaching sessions with Trainers, for support, feedback, and goal setting. Quantified tracking and reporting of Trainer performance, including attrition and potential gaps for new hire classes, along with improvement plans for low new hire performers. Formulated quarterly goals for Trainers, as well as instituted quarterly reviews of performance for merit bonus. Screened, interviewed and promoted candidates for open Trainer positions in five locations. Show less

Provo, Utah, United States

 Accountable for helping increase the production of the Sales floor by delivering effective training for New Hires and mentoring employees, helping them become successful Sales Agents. Restructured the design and delivery of the 25-hour new hire training for Sales Agents, to 40-hours, then 80-hours, and finally to 120-hours of material, as well as negotiated script enhancements. These changes more than doubled the sales conversion rate of new hires, while concurrently reducing the new… Show more  Accountable for helping increase the production of the Sales floor by delivering effective training for New Hires and mentoring employees, helping them become successful Sales Agents. Restructured the design and delivery of the 25-hour new hire training for Sales Agents, to 40-hours, then 80-hours, and finally to 120-hours of material, as well as negotiated script enhancements. These changes more than doubled the sales conversion rate of new hires, while concurrently reducing the new hire attrition rate to one fifth. Succeeded in outperforming peer Sales Trainers by exceeding new hire sales goals and lessened new hire attrition. Consulted with the Sales leadership team to diagnose adjustments to improve sales for new and tenured agents. Show less

Greater Salt Lake City Area

 As a BPO manager, developed Trainers with strategies and tactics to improve Customer Service, Financial, Sales, and Technical Support – with monthly and quarterly Sales, Customer Satisfaction, and Issue Resolve goals. Coordinated training efforts with multiple Department leadership teams and Account Managers to ensure meeting enterprise and interdepartmental objectives.  Responsible for as many as eight contracted accounts at one time, keeping abreast of the curriculum changes and… Show more  As a BPO manager, developed Trainers with strategies and tactics to improve Customer Service, Financial, Sales, and Technical Support – with monthly and quarterly Sales, Customer Satisfaction, and Issue Resolve goals. Coordinated training efforts with multiple Department leadership teams and Account Managers to ensure meeting enterprise and interdepartmental objectives.  Responsible for as many as eight contracted accounts at one time, keeping abreast of the curriculum changes and operational business needs of all eight accounts simultaneously. Directly managed the daily tasks, functions, and results of up to 27 Trainers spread over three states. Recruited, interviewed, scrutinized, and eventually promoted internal candidates for open Trainer positions. Decreased the New Hire Attrition Rate in Lindon, Utah for a Customer Service account from 77% to 21% within six months, while increasing the issue resolve rate at the same time by more than 19%. Show less

Greater Salt Lake City Area

 As a BPO call center Trainer, I typically supported multiple accounts, training new hire and recursive training.  Designated as the Lead Trainer and Subject Matter Expert and joined the Tiger Team to open new centers in the Eastern United States, after only six months of joining the team.  Selected to train the initial training for the largest Customer Service account, spearheading the launching of this account in three new locations. Consistently produced the highest performing… Show more  As a BPO call center Trainer, I typically supported multiple accounts, training new hire and recursive training.  Designated as the Lead Trainer and Subject Matter Expert and joined the Tiger Team to open new centers in the Eastern United States, after only six months of joining the team.  Selected to train the initial training for the largest Customer Service account, spearheading the launching of this account in three new locations. Consistently produced the highest performing telephone representatives. Increased the Training Issue Resolve Rate in Salt Lake City, Utah from 65.8% to 84.3% in six months. Reduced the attrition in New Hire Training for a credit card account, from 50% to less than 10%, thus lowering the overhead cost of New Hire training, reducing the CPH (Cost per Hire). Overhauled the up-sales portion of training, which increased the conversion rate from 10% to 20%. Formed the creation, design, and implementation of New Hire and Continuing Education training for Sales, Customer Service, and Technical Support for various accounts in North America and Europe. Show less

Bachelor Of Science, Business Administration

Special Olympics Volunteer/Coach

Master Of Business Administration - Mba, Business Administration And Management, General