Russell Wickham Email & Phone Number

Hillsboro, Oh, Us

Hillsboro, Oh, Us

United States

Hillsboro, Ohio, United States

Enlivant , OH 2022 – Multi-Site Marketing Director /Assisted Living / Sales ManagerSNAPSHOT: Joined this Assisted Living community and increased census by 20% in less than 6 months and maintained an average census of 80% in year 1 and net positive growth (year on year). Led the division in offline referral generation and sales. Achieved 100% census in under 24 months. Helping multiple communities hit census goals.• Increased partner referrals and expanded referral base (1st in the division)• Increased revenue every month, and exceeded budgeted goals by over 20% • 100% occupancy in under 24 months• Led sales training and team meetings• Utilized Market metrics and analytics to develop best practices for Sales teams across the division

RDITraining Coordinator ✅ Launched New Program ✅ Train the Trainer ✅ Improved Graduation Rates 14% 2018 – 2021✅ SNAPSHOT: I was hired by this third-party vendor for call center solutions as a supervisor and quickly ascended to overseeing 25 call center agents. Complete oversight of incoming call centers, including coaching, monitoring calls, resolving escalation calls, and quality assurance. Moved into dual role as Training Coordinator leading all new hire training for four different programs. Taught 2-week group sessions for up to 20 team members. Earned formal recognition for performance excellence. ✅ SELECTED HIGHLIGHTS:🔹 Redesigned and implemented training programs for 4 business lines with an increased focused on client expectations and empowering unskilled workforce 🔸 Improved graduation rates from 85% to 97% 🔸 Reduced 3-month attrition rates 10% 🔸 Earned 92% positive recommendations from students🔹 Developed and implemented new assessment testing for evaluating knowledge and comprehension level of new trainees before graduation🔹 Navigated challenges of COVID-19 by developing robust virtual training platform, using Zoom and Kahoot, including reworking curriculum, creating assessments, and revamping PowerPoint presentations🔹 Spearheaded launch of new Henderson, NV location from the ground up including training of 25 new agents, program implementation, and quality assurance 🔹 Served as Train the Trainer providing detailed insights and effective program training strategies for stakeholders at 3 remote locations✅ TESTIMONIAL:👉 “I want to say thank you. I have been in training for the past 2 weeks, and training is always a challenge, but with the work at home, it is even harder. To top it off, you had a large class, but handled all the issues with poise and class. I know I will be successful in this campaign because of you.”— Trainee, Great Call Program

Cincinnati Area, Ky

Senior Broker/Group Leader ✅ Fastest Promotion in Team History ✅ Exceeded Productivity Targets 87%2014 – 2018 ✅ SNAPSHOT: I joined the largest privately held freight brokerage firm in the U.S. to manage an existing book of business and develop new leads. Primary functions included sales, customer retention, carrier relations, scheduling shipper, and consignee appointments. Promoted to Saturday Group Leader within 6 months and led team of 15 junior brokers.✅ SELECTED HIGHLIGHTS: 🔹 Earned Senior Broker status in less than 6 months, the fastest progression in team history through doggedly cold calling on prospective new accounts and cultivating existing client relationships🔹 Served as Saturday Group Leader, de jure Team Leader, providing strategic direction, insight, motivation, and workflows for team of 15 – integral in developing and promoting 2 junior brokers to senior status🔹 Exceeded call targets 87% and profit margin targets 34% by fostering robust, sustainable network of clients across key accounts including targeting emergency freight and drayage runs🔹 Developed curriculum and content, and facilitated first-of-its-kind group training sessions on international shipping, customs, and drayage 🔹 Recognized as team SME on international shipping and helped boost team revenue $200K through capturing focus on developing additional revenue streams✅ EXECUTIVE STRENGTHS:Strategic Planning and Execution | Call Center Operations | Program Development | Curriculum Design | Human Capital Development | Vendor Management | Virtual Training | Group Training | Coaching and Mentoring | Process Improvement | Customer Service | Public Speaking ✅ TESTIMONIAL:👉 “I wanted to personally thank you for all of your assistance! I know there were a lot of last-minute changes and updates, and your willingness to adapt is incredible and appreciated! You successfully applied updates and changes while you were in the middle of your training period. -- Former Client

Hillsboro, Oh

Alley 21 Bar and GrillRestaurant General Manager ✅ Increased Revenue 15% While Reducing Costs 25% ✅ Increased Customer Service Metrics 19%2013 – 2014 ✅ SNAPSHOT: I joined this $1.2M neighborhood bar and grill, leading a team of 25. Complete oversight of all day-to-day operations including talent acquisition, training, goal setting, performance management, budgeting, scheduling, inventory, ordering, cash handling, food safety, marketing, and customer service✅ SELECTED HIGHLIGHTS: 🔹 Revamped inefficient server training and implemented structured role-playing that increased knowledge base of new hires while reducing costs 25%🔹 Redesigned and streamlined sizeable menu that reduced inventory and focused on high margin items 🔹 Increased revenue 15% by expanding banquet offerings and capturing interest from groups across the region🔹 Conceptualized and implemented guest satisfaction surveys which pinpointed opportunities for improvement – increased customer service scores from 3.6 to 4.3 in 12 months