Dustin Weathers Email & Phone Number

Gray, Ga, Us

-Responsible for effectively implementing internal and external onboarding processes, procedures, and strategies to ensure profitability and business growth.-Coordinate internal resources and newly engaged clients for the flawless execution of project launch-Develops & executes innovative and strategic onboarding initiatives which targets increased efficiency, profitability, over-all quality, retention and positive client experience.-Conduct regular project coordination, monitoring and review meetings to ensure that the project timetable is being implemented according to plan and the different units comply with and complete their respective assignments on the committed dates / timelines.-Coordinate closely with the client for any ongoing issues / concerns on billing, training, operations, technical and quality and ensures these are taken into account or incorporated into any plan revisions.-Develop, produce reports and metrics which assist in forecasting, measuring and evaluating recruiting and client onboarding activity and quality.

Kennesaw, Ga

-Created new quality program aligned with requirements held by JD Power, Faneuil, Inc, and our client allowing for an increase in customer satisfaction-Developed and implemented multiple test cases used to ensure successful launch of client driven initiatives-Managed the review and creation of business process documents used in managing the operational side of the business-Provided oversight to the workforce management team to ensure forecasted call volume accounted for historical trends-Delivered detailed project timelines, meeting logistics, training attendee lists, and “How-to” documents.-Created high level presentations for Faneuil, Inc Executives including spreadsheets, PowerPoints, and training and quality analysis-Outlined instructional design standards and evaluates and sources appropriate design tools needed to meet learning needs.-Coordinate with team members, vendors, event space and production teams-Vendor/contract management, database administration, employee scorecard development and delivery-Enhanced use of Speech Analytics software to identify agent trends used to redesign training material resulting in a 3% increase in post-training assessment scored

Kennesaw, Georgia

-Conduct call calibration sessions.-Facilitate 1:1 coaching sessions with 8 direct reports.-Forecast training needs required to make contractual agreements.-Interview internal candidates for career advancement.-Assist with external candidate interviews.-Collaborate with subject matter experts from all facets of the business when implementing new programs.-Conduct internal/external meetings with members of senior management and the client.-Develop manager training programs for mid-level to senior level management.-Design and implement training curriculum for quality assurance program.-Serve as chairperson for employee development committee.-Unify quality assurance and training departments to ensure consistent messaging throughout the business.

Kennesaw, Georgia

-Develop a real world training environment for employee on-boarding.-Manage the development and training of various software enhancements and customer satisfaction initiatives.-Ensure 90% new-hire graduation rate from 6-week training program.-Develop computer based training programs using Articulate.-Manage updates to corporate Learning Management System.-Create comprehensive, JD Power certified training manuals.-Work with internal and external stakeholders to confirm best-practices are followed company-wideer-Use trend analysis to determine necessary training updates and refreshers.-Conduct face-to-face and remote training.

-Provide weekly feedback and development to bilingual Customer Service Representatives.-Develop employee improvement plans based on trend analysis.-Ensure compliance to industry standards and regulations.-Create and maintain a JD Power certified quality analytics program.-Performe quality audits to ensure a success rate of 81% company-wide.-Develop bilingual scripting for various call types.