Steve Bryant Email & Phone Number

North Carolina, United States

Asheboro, North Carolina, United States

Winter Haven, Florida, United States

CORPORATE PROFILE: A privately held, Workforce Management (WFM) and Workforce Optimization (WFO) consulting firm with less than 25 employees. RESPONSIBILITY PROFILE: Managed consultants and delivered SaaS workforce optimization (WFO) services to clients. Assessed needs, designed solutions, and guided consultants in implementing effective WFO strategies. Collaborated with clients to ensure seamless deployment and optimization of WFO technologies, driving operational efficiency and enhancing workforce performance.ACHIEVED IN THIS ROLECLIENT RELATIONSHIP MANAGEMENTI successfully addressed client concerns regarding the effectiveness of consultant training. Proactively managing client complaints, I promptly investigated issues, identified areas for improvement, and implemented targeted solutions. Through open communication and collaboration with clients, I ensured their satisfaction by enhancing the training program and delivering improved results.DIVERSITY & INCLUSIONDetermined to increase DEI and enhance problem-solving by hiring more minority women in a typically male-dominated industry. Formulated a strategy to recruit, train, and coach candidates with no prior experience. Personally interviewed, mentored, and motivated employees. Integrated quality monitoring and speech analytics. This hiring initiative, coupled with the unique insights these new hires contributed, was a critical component in elevating customer satisfaction and increasing revenue.

Winter Haven, Florida, United States

RESPONSIBILITY PROFILE: In charge of formulating and executing customer training and development strategies, conducting evaluations to gauge effectiveness, and fostering and managing relationships with new clients to seamlessly integrate initiatives within the broader enterprise-wide/global strategy.ACHIEVED IN THIS ROLEBUSINESS DEVELOPMENTBuilding a team to support clients was necessary. Over six months, developed policies and procedures, identified hiring requirements, recruited/hired staff, and created a customized tool to track consultant schedules. Led PTO, FMLA, PIP, training/development, promotions, separations, and the client onboarding process. Maintained relationships with existing clients. These efforts were responsible for ~90% of company revenue.

Remote

CORPORATE PROFILE: An $875M WFO technology company with 3,900 employees. RESPONSIBILITY PROFILE: Reported to the Director of Training & Development and was responsible for providing advisory/training on SaaS and on-premise software applications, assisting with implementation/ongoing support, creating/maintaining technical documentation, conducting testing/QA, analyzing client needs, keeping abreast of industry trends, and participating in client meetings/presentations.ACHIEVED IN THIS ROLECLIENT ACCOUNT MANAGEMENTI actively interacted with a wide-ranging global customer base, surpassing 800 clients hailing from diverse industries. This customer portfolio spanned various sectors, including Technology, Healthcare, Communications, Hospitality, Finance, Transportation, and Retail. By understanding the unique needs and requirements of each industry, I fostered productive relationships, provided tailored solutions, and ensured exceptional service delivery. This engagement allowed me to gain valuable insights into industry-specific challenges and trends, enabling me to deliver effective strategies and recommendations that addressed their specific business objectives.BUSINESS DEVELOPMENT / COMPLIANCEDiscovered a deficiency in customer engagement tracking, which hindered the timely addressing of issues. To resolve this, built an online form to track customer interactions/activities, presented it to management, and received approval to incorporate it as an SOP for all consultants. Within seven days, this reduced client retraining, lowered operating costs, and saved ~$32K per lost training engagement.

Remote

CORPORATE PROFILE: A $25M software company with less than 100 employees, acquired by Verint Systems in 2007RESPONSIBILITY PROFILE: Responsible for crafting and implementing training and development strategies, effectiveness evaluations, and developing/managing relationships with new clients to ensure initiatives are integrated into the enterprise-wide/global strategy.ACHIEVED IN THIS ROLEBUSINESS ANALYSIS & SOLUTION DELIVERYEngaged in consultative discussions with clients, meticulously capturing and documenting precise business requirements. Configured applications to align precisely with their unique needs, optimizing workflows and operations. Collaborating closely with clients, I ensured accurate and tailored solutions that supported their strategic objectives. This consultative approach fostered strong partnerships, delivering customized solutions that drove client success and satisfaction.

Greensboro, North Carolina, United States

CORPORATE PROFILE: A $25.5B truck and class-8 vehicle manufacturing company with 3000 employees.RESPONSIBILITY PROFILE: Provided primary telephone support for WAN connections between Volvo Truck Corporate Center and dealerships, troubleshooting and resolving issues. Conducted remote training sessions on Microsoft and Volvo software for dealership personnel. Acted as a liaison between Volvo Dealers and programming staff for web application design, while managing the configuration, packaging, and shipment of diagnostic laptops and ensuring accurate inventory tracking.ACHIEVED IN THIS ROLEGRAPHC DESIGN SERVICESLeveraged extensive expertise in graphic design to provide valuable support to the Web Master in enhancing website graphical user interface (GUI) designs. Collaborated closely with the Web Master to understand design requirements, user experience goals, and branding guidelines. Applied creative design principles, including color theory, typography, and layout composition, to create visually appealing and user-friendly GUI designs that aligned with the overall website objectives.