Timothy Morrow Email & Phone Number

United States

My responsibilities are to communicate with managers to identify training needs and map out development plans for teams and individuals. I've managed, designed, developed and conducted training programs for Sales, Collections and Customer Service departments for my company.I have experience with various training methods, includinng on-the-job coaching, mentorship programs, e-learning and soft-skills development.I've designed educational aids and materials to help with agent development in order to impact KPIs.I gather feedback from trainees after each educational session to help improve future curriculum as well as maintain a database of training records.I research and recommend new training methods to help keep curriculum current with the changing markets. My role requires me to be MS Office, Excel and 365 proficient.

United States

San Diego, California

Identify performance improvement opportunities from customer contact reviews, provide feedback to customer service and sales teams and drive change across Customer CareConvert concepts and abstracts into tangible and digestible materials and programsListen to calls and compose summaries to present the most relevant business pain points while recommending solutionsParticipate in the completion of both internal and client quality assurance scorecardsPerform review of contacts from all channels to ensure adherence to quality assurance standardsAssure ongoing compliance with quality and industry regulatory requirements including reporting and trend analysisCollaborate with the Sales Training Manager to develop, coordinate and deliver new hire onboarding, refresher training and other training needed throughout the agency; utilizing subject matter experts from other departments as neededUse quality monitoring data management system to compile and track performance at team and individual levelManage customer experience improvement projects from the Quality Assurance function perspective by creating methods to review contacts captured and deliver actionable insightsPrepare and analyze internal and external quality reports for senior leadership, call center management, team leads, and staff review

12400 High Bluff Dr San Diego Ca

Responsible for achieving full compliance (state, contract, and Staff Care) for healthcare professionals in a timely manner prior to and throughout their assignments.Assesses healthcare professional credentials for deficiencies to standard, and communicates to production when a healthcare professional cannot be accepted. Communicates expiring documents to the assigned Recruiter and assist as necessary to ensure the updated documentation is collected.Communicates directly with internal and external customers to ensure all requirements are completed accurately and timely, providing excellent customer service to all internal and external parties. Coordinates aspects of drug screen testing, criminal background checks, and case logs according to site credentialing requirements.Assist with the site credentialing process including gathering and documenting facility requirements and assisting healthcare professionals in obtaining necessary requirements to ensure assignment start dates are met.

San Diego, California

Hire and train new collectors for the company.Update, manage and correct agent performance reviews, collection strategies and time cards.Create auto dialer campaigns to drive contact between collectors and account holders.Evaluate recorded calls to monitor quality assurance and compliance while providing direct feedback to agents to improve individual performance.Update QuickBase data to ensure agents will always have access to the latest information on their worklist to improve the effectiveness of their collection efforts.Negotiate directly with account holders on their deficiency balances, assigning accounts that are severely delinquent for repossession and offering assistance programs for account holders that qualify.

Evaluate calls on sales agents on customer interaction as well as following state andcompany regulations.Provide support for Supervisors and Managers on office projects.Running the sales floor at times to help support agents taking live calls and keepingagents compliant with scheduled lunches and breaks.Calibrating newly transferred agents from out of region to the expectations of the salesfloor as well as any new licenses received due to transfer.Take quarterly Tech exams and Calibration tests to maintain a certain level of knowledgerequired to evaluate calls on sales agents.Submit Audits for monthly business plans .

Expanding market share in the L.A. area.Creating new sales strategies to drive business and shopping competitors.Helping agents with CA guidelines and general sales.Provide excellent service to customersFollowing specific regulations for each state that you are licensed for.Exceed sales goals

Create monthly business plans to further drive revenue as well as customer loyalty.Floor lead-updating each department on their current sales goals, pairing associates withcustomers, handling difficult customers, approving packaging deals, and keeping theteams motivated throughout the day.Creating Shrink plans every month to prevent loss or theft of product and customers’personal information.Annual reviews of sales associates on performance.Holding quarterly trainings for my team as well as the store on important products beingreleased, upcoming changes within the company, and company goals that need to beexecuted.Scheduling my team and assigning daily tasks and goals that needed to be completedthroughout the week.Creating innovative displays for my department to improve the shopping experiencewithin the store and to capture market share from current competitors within the area.

Personal Lines Broker License

High School Diploma