Tarrall Poole Email & Phone Number

Morrison, Co, Us

Denver, Colorado, United States

CCaaS/SaaS implementation - Lead and manage all aspects of Five9’s implementation of on-demand cloud contact center software and customer relationship management (CRM) integration based on best practices and customer requirements. Customer satisfaction - Promote trusting relationships through effective communication, demonstration of integrity and leading as a steward through the business process improvement cycle.Program governance and project management - Create project plans,… Show more CCaaS/SaaS implementation - Lead and manage all aspects of Five9’s implementation of on-demand cloud contact center software and customer relationship management (CRM) integration based on best practices and customer requirements. Customer satisfaction - Promote trusting relationships through effective communication, demonstration of integrity and leading as a steward through the business process improvement cycle.Program governance and project management - Create project plans, collaborate with engineers, workforce management (WFM) and quality management project managers and customer stakeholders to manage project status, risks and issues, and drive profitability. Show less

Global

Provide program/project management for Learning Content Development in a variety of industries to include: financial services, manufacturing, airline services, call centers and state government. Scope project work, develop work plans, manage project teams, forecast estimate to complete and monitor schedule/budget variance. Lead the PMO for Learning Administration Help Desk implementation. Conduct business process mapping in support of resource onboarding and mentoring. Manage profitability… Show more Provide program/project management for Learning Content Development in a variety of industries to include: financial services, manufacturing, airline services, call centers and state government. Scope project work, develop work plans, manage project teams, forecast estimate to complete and monitor schedule/budget variance. Lead the PMO for Learning Administration Help Desk implementation. Conduct business process mapping in support of resource onboarding and mentoring. Manage profitability, stakeholder relationships and customer satisfaction. Instructional Design and Development - Team with instructional designers, developers, clients, and subject matter experts (SMEs) to lead the learning design and development (ADDIE Model) lifecycle for Web-Based Learning (WBL), Instructor Led-Training (ILT), and Microlearning. Identify and implement strategy to improve effectiveness of curricula and customer call center performance. Show less

Global

Managed Learning Content Development for the financial services and technology industries with program budgets of $5 million+. Delivered solutions in compliance with regulatory requirements (NASBA, Continuing Professional Education (CPE), 508 Compliance).Mentored and leveraged cross-functional teams globally in Guatemala, India, Romania, and the Philippines. Improved resource utilization and reduced business expenditures. Third-Party Vendor and Sub-Contractor Management -… Show more Managed Learning Content Development for the financial services and technology industries with program budgets of $5 million+. Delivered solutions in compliance with regulatory requirements (NASBA, Continuing Professional Education (CPE), 508 Compliance).Mentored and leveraged cross-functional teams globally in Guatemala, India, Romania, and the Philippines. Improved resource utilization and reduced business expenditures. Third-Party Vendor and Sub-Contractor Management - Managed supplier and sub-contractor relationships, coordinated invoicing and negotiated contract renewals. Quality Assurance and Continuous Improvement - Managed a learning portfolio budget of $500k+. Streamlined existing instructional design and project management methods and implemented best practices for client accounts. Performed LMS maintenance and reporting.Instructional Design and Development - Formalized the classroom learning observation process, engaged in debrief collaboration with instructors and participants, developed and implemented learning evaluation methods to measure learning and onboarding program effectiveness. Show less

Global

Business Process Outsourcing - Managed domestic business expansion into outsourced third-party vendor Customer Care Centers in the Philippines, Argentina, Canada and Mexico. Established the Quality and Training PMO. Identified and promoted Critical to Quality (CTQ) service components.Management Development - Led global needs assessments and created training programs to enhance managerial areas of deficiency. Led train-the-trainer sessions via distance learning.

Deployed the eight-week new hire training program and managed the quality coaching taskforce for 500+ Inbound Customer Care Representatives.Quality Assurance and Continuous Improvement - Defined training and quality performance metrics using benchmarking, calibrations, and root cause analysis to identify defects. Established training and quality Standard Operating Procedures (SOPs) with supporting tools and best practices. Tailored methods and tools to the Voice of the Customer (VOC)… Show more Deployed the eight-week new hire training program and managed the quality coaching taskforce for 500+ Inbound Customer Care Representatives.Quality Assurance and Continuous Improvement - Defined training and quality performance metrics using benchmarking, calibrations, and root cause analysis to identify defects. Established training and quality Standard Operating Procedures (SOPs) with supporting tools and best practices. Tailored methods and tools to the Voice of the Customer (VOC) and promoted first call resolution. Developed standardized call flows to achieve consistency in quality, minimize issue resolution time, reduce call backs and rework for accounts. Revenue Growth and Cost Reduction – Reduced training costs by $720k through acceleration, launched three new business segments, and increased billable hours to achieve bonus revenue target of $1.2 million.Talent Management - Improved employee recruiting and retention strategy by forming joint partnerships with Operations and Recruiting and strengthened presence in the community. Improved employee retention by developing the 24-48-72 Rule and the Responsibility and Assignment Matrix (RAM). Show less

Program Management - Implemented PMOs (Program Management Office) framework, directed project planning, tracking and reporting across globally diverse business units. Project Management - Provided tools for deliverables and resource definition, developed MS Project plans, defined critical milestones, and created Project Charters and proposals.Business Process Reviews and Risk Management - Identified the critical path for the business, mission-critical sub-processes and internal and… Show more Program Management - Implemented PMOs (Program Management Office) framework, directed project planning, tracking and reporting across globally diverse business units. Project Management - Provided tools for deliverables and resource definition, developed MS Project plans, defined critical milestones, and created Project Charters and proposals.Business Process Reviews and Risk Management - Identified the critical path for the business, mission-critical sub-processes and internal and external interdependencies. Translated customer requirements into business requirements. Identified and monitored risks (probability and impact) by developing business continuity and contingency plans for critical business risks. Show less