Todd Rutherford Email & Phone Number

Loveland, Co, Us

Loveland, Colorado, United States

Broomfield, Co

Manage and coach a team of 14 Quality Assurance Representatives in 4 different states. Perform weekly ride-a-longs in the Representatives territory and observe and coach them on relationship management, overcoming objectives and closing as it relates to the American Express Merchant Services Quality Assurance and OptBlue program. Analyze metrics to understand areas of success and areas for improvement. Submit observation reports through the company CRM (FlowFinity) to the Director and VP. Lead weekly conference calls to celebrate, motivate, inform and guide the team. Assist with Recruiting Department to source, interview and hire new agents utilizing LinkedIn, Indeed and Lever. Assist the Training department when a new class of agents are being trained by coaching and teaching them how to use the tools they will need to perform and succeed in their roles.

Broomfield, Colorado

Was asked by the CEO and head of HR to step in and lead the recruiting team due to the departure of the then Recruiting Manager while they searched for a permanent replacement.Developed and implemented programs, plans, policies, and procedures for recruitment, testing, selection, and job placement. Planned and directed activities of staff in carrying out such functions as developing sources of qualified applicants, screening applicants, scheduling and conducting interviews, administering tests, checking references and background, and evaluating applicant qualifications. Interviewed candidates for open positions. Developed and maintained contacts with educational institutions, employment agencies, placement firms, and other sources of applicants.

Broomfield, Co

National Training Lead for the territory west of the Mississippi. Assist Regional Quality Assurance Managers with their territory management. Perform ride-a-longs with their representatives to observe, interact with their SMB's and coach them on program adherence and the expectations that American Express has regarding the Merchant Services Quality Assurance and OptBlue program. Submit observation reports from the ride-a-long to the manager, Director and VP.

Broomfield, Co

As a Quality Assurance Representative my responsibilities are to visit businesses in my territory on a daily basis to educate the owners or decision makers on the changes American Express has made as part of the OptBlue program. I provide marketing material and discuss the benefits of openly accepting the card at their place of business. I document each visit in the CRM (FlowFinity), update my team SLACK channel with my metrics and work toward a daily quota outlined by SPI and our client, American Express.

Ft. Morgan

Residendtial and Commercial sales along with Stadiums and Golf Courses. Customers included the Denver Broncos, Colorado Rockies, St. Louis Cardinals, Chicago Cubs, Milwaukee Brewers, Minnesota Twins, University of Nebraska, Michigan State, Notre Dame, Colorado Rapids, Sporting Kansas City, Real Salt Lake, CU Buffs to name a few.

-Responsible for leading the Americas support readiness team to ensure end-to-end project/program activities were completed by first product ship date.-Virtually managed an extended readiness team (6-10 indiv.) that focused on specific readiness activities for the Americas region (U.S., Canada and Latin America).-Assumed a leadership role in any initiative related to product introductions and sustaining activities for the products I managed.-Drove process improvements to make the readiness team more effective and efficient. -Collaborated directly with the product division to address customer satisfaction issues and take appropriate action to resolve (i.e. Voice Recognition system issues, product quality, customer support experience).-Partnered with internal support readiness groups/sections (i.e., Supply Chain, Training, Onsite and Remote support leads) to address any and all sustaining activities that arose after product had shipped.