I manage a team of Business Execution Associates. Together, we are responsible for all learning activities across the Wells Fargo Estate Care Center. The focus of the Estate Care Center is enterprise wide deceased processing. We are responsible for creating and maintaining all of our learning materials. In addition to designing learning material, my team facilitates classes for New Hires, Upskill learners and the organization as a whole as needed for Change Management purposes. Additionally, I complete voiceover for my organization to enhance self-paced learning material and to increase the effectiveness of business communications.

I manage all aspects of a team of Research/Remediation Analyst in an inbound contact center environment serving internal and external customers. We are the point of contact for the family members of our deceased customers and we work to close, protect and/or disposition accounts and services upon notification of our customers' death. I work to provide a productive, engaging and supportive environment where hard work is recognized and rewarded and where continued learning and development is encouraged.

I provide face to face and virtual classroom facilitation to Customer Service professionals providing support to internal and external customers. Adept in adult learning techniques and advanced facilitation skills as well as classroom management and problem solving. Able to effectively utilize technology in order to provide a productive and engaging learning environment.

Next Step Real Estate Services is a full service, client-centered real estate firm headquartered in Columbia, South Carolina. While our company was established in 2010, our team of highly qualified professionals has considerable real estate knowledge and expertise as evidence by more than 15 years of exemplary real estate, management and customer service experience in the Carolinas. Moreover, our knowledge of prevailing market conditions is unmatched. We are committed to meeting the needs of our clients through the provision of exceptional customer service, attention to detail and a superior work ethic. Simply stated, Next Step Real Estate Services is committed to employing state-of-the-art technology and techniques in order to consistently meet and exceed client expectations through the marketing, listing, sale, valuation and exterior landscape management of real estate. Our Vision is to be the premier provider of comprehensive real estate services in the Southeast, while maintaining our steadfast commitment to superior customer service and an exceptional work ethic.

Trained and coached a team of customer service and sales representatives. Evaluated employee performance through call monitoring and review of call statistics. Provided formal and informal training on new products, services and sales campaigns.