Responsibilities include creation, management, implementation and execution of projects designed to increase or protect billed revenue. Provide analysis through reporting and data visualization to senior management.

Developing project managers to improve overall understanding of the customer experience, how to incorporate core product sales and cost effectiveness strategies. Review project plans to ensure strategy vision, scope and success metrics are clearly identified. Prioritize and assign projects on a weekly basis. Ensure PM has identified an aggressive communication plan to promote a positive customer experience and knowledgeable workforce. Actively participate in leadership meetings making… Show more Developing project managers to improve overall understanding of the customer experience, how to incorporate core product sales and cost effectiveness strategies. Review project plans to ensure strategy vision, scope and success metrics are clearly identified. Prioritize and assign projects on a weekly basis. Ensure PM has identified an aggressive communication plan to promote a positive customer experience and knowledgeable workforce. Actively participate in leadership meetings making improvement recommendations for order quality, incentives, product, technology, cost reduction, sales, training and customer offers. Build, foster and utilize relationships to assist in overcoming obstacles and connecting resources to meet deadlines and improve efficiency. Show less

Developing supervisors through daily observation, coaching and feedback on behavior and performance. Reviewing monthly coaching plans and results to identify successful behaviors and create action plans as necessary for them and within their teams. Successful development resulted in 7 employee promotions. Create effective communication plans to share retention strategy while engaging all learning styles and measuring effectiveness of results. Teach all employees importance of revenue generation… Show more Developing supervisors through daily observation, coaching and feedback on behavior and performance. Reviewing monthly coaching plans and results to identify successful behaviors and create action plans as necessary for them and within their teams. Successful development resulted in 7 employee promotions. Create effective communication plans to share retention strategy while engaging all learning styles and measuring effectiveness of results. Teach all employees importance of revenue generation opportunities by utilizing bundle sales strategies Effectively utilize reports to understand importance of customer experience, call efficiencies, proper staffing, incentive and budget management to meet our operational budget. Develop a process to gain feedback/insight from employees on a consistent basis to identify process, system and offer improvements then summarize info to senior leadership. Achieve budget goals by clearly communicating objectives, event planning, reviewing expenses weekly and initiating corrective plans for any variance while measuring the success and impact of money spent. Actively participate in leadership meetings making improvement recommendations for order quality, incentives, product, technology, cost reduction, sales, training and customer offers. Promote employee engagement through employee development, celebration of success, employee recognition and personalized coaching. Final decision maker for all discipline Completed yearly reviews of each individuals contribution for compensation and succession planning. Retain customers through utilization of sales and retention offers. Show less

• Managed performance and development of Consumer Senior Corporate Trainers in order to improve performance and adherence to process and procedures• Drive consistency in implementation of new hire and continuation training through audits and ongoing observations resulting in improved revenue and employee retention• Responsible for conducting Management Development facilitation, continuous improvement at the client and direct report levels and successful implementation of train the… Show more • Managed performance and development of Consumer Senior Corporate Trainers in order to improve performance and adherence to process and procedures• Drive consistency in implementation of new hire and continuation training through audits and ongoing observations resulting in improved revenue and employee retention• Responsible for conducting Management Development facilitation, continuous improvement at the client and direct report levels and successful implementation of train the trainer sessions.Professional Accomplishments• Improved Eastern Region New Hire retention results 10.7% to 69.4%• Improved Post New Hire 30 day results 22%+ in all key metrics and retention increased to 95% through Qwest 4 Success program• Improved Customer Retention 20% through Retention Offer Strategy Show less

2009 Improved New Hire retention results 105%2008 Improved New Hire retention results 66%Developed new trainers quickly and promoted 60% of training team into coaching roles in less than 6 monthsCreated and executed successful Broadband & DTV Academies which lead to 30% - 266% increases in various productsLed Adjustment Reduction projected resulting in $244,498 in cost saving in month of AprilLed Qwest@Ease sales charge resulting in 3348 sales from Jan - Apr 95% at $12.99… Show more 2009 Improved New Hire retention results 105%2008 Improved New Hire retention results 66%Developed new trainers quickly and promoted 60% of training team into coaching roles in less than 6 monthsCreated and executed successful Broadband & DTV Academies which lead to 30% - 266% increases in various productsLed Adjustment Reduction projected resulting in $244,498 in cost saving in month of AprilLed Qwest@Ease sales charge resulting in 3348 sales from Jan - Apr 95% at $12.99 tierEntire Omaha Training Team named Bravo's finest in 2008 Show less

Developed "What's Your Job Really Worth" document for QwikStart programDesigned and developed PCS Awareness week resulting in 5.70/100 highest PP/100 PCS sales in one week in any sales site in 2007Maintained 90% graduation rate