Drew Griffin

***** ***** ****** ***** 480-***-**** acrvdg@r.postjobfree.com

QUALIFICATIONS

Professional Development Trainer

I am a driven, knowledgeable, and charismatic individual that excels in a fast paced environment. I pride myself on exceeding expectations and goals to drive performance excellence. I’m a proven leader with the voice of the customer, innovation, and process efficiency/effectiveness as my foundation. Continued successes in content development and delivery to new employees along with senior level management. Versed in creating company standards that are integral, profitable, and key to creating a diversified workforce contributing to operational goals. Experience with adult learning theory and various training practices. Extensive working knowledge with classroom, virtual and e-learning training delivery methods.

EXPERIENCE

Premier Support Solutions Supervisor 2014-Present Asurion Inc

PSS Supervisors are responsible for the day to day operations for a team of up to 20 technicians.

Daily tasks include listening to live calls, performing side by side evaluations, and coaching to behaviors that improve customer satisfaction.

Resolving system outages, assist agents as a resource for troubleshooting, and calculate/analyze performance management metrics to ensure agents are meeting quality standards as outlined in client contracts.

Carrying out performance evaluations, written corrective actions, and direct customer survey response follow up.

Premier Support Solutions Professor 5/2014-12/2015 Asurion Inc

Took administrative responsibility for new employees from New Hire training through to full production.

Responsible for ensuring proper submission of tickets, new hire troubleshooting, and other administrative duties as required by training

Collaborate with direct Manager to design, deliver and evaluate the success of both the new hire and continuing education classes

Certification, and new process and product introduction training

Maintained a strong relationship with Operations team to influence customer experience, while also maintaining full production proficiency

Maintained positive working relationships with direct Manager and PSS management team

Assign assessments in Learning Management System and run reports upon completion

Training Manager – 1/2013 to 5/2014 eLead

Provided company with classroom training, demonstrations, on-the-job training, facilitated department meetings, conferences, and workshops

Responsible for creating, implementing training programs, and overseeing career development

Set performance metrics, evaluated productivity, and helped employees create long-term career goals within the organization

Created training brochures & materials while supervising technical trainings & facilitated orientation sessions

Developed multimedia visual aids and presentations for training classes

Managed the development of company testing and evaluation processes

Evaluated needs of the company and organized training programs according to business needs

Managed staff of classroom facilitators, while providing performance feedback and developmental guidance

Managed continuing education training and provided leadership development education while building solid cross-functional relationships

Operations Manager – 1/2013 to 5/2014 eLead

Responsible for running nighttime campaign.

Delivered Team Leader coaching sessions to ensure consistent WIIFM Relation and Self Discovery methods.

Observed Team Leaders delivering coaching’s and provided feedback. Pulled metric reports, presented high level overviews to site director, and implemented performance incentive games to increase productivity.

Managed special projects specifically for director and filtered out quality calls to present as selling points.

Call Center Trainer – 1/2013 to 5/2014 eLead

Trained new hire Operations Managers on all four levels of campaigns as well as new hire and tenured customer service reps.

Developed curriculum for all staff levels and mastered all content.

Ensured proficiency of all modules throughout site by performance assessments and continuing education/refreshers.

Provided companywide training for Customer Service Account Managers in a production based call center

Carried out performance measurement and evaluation of all customer service representatives to improve efficiency

Fostered consistent professional development of CSR's, efficiently communicating solutions, successes, and opportunities within the company

Practiced ensuring compliance with company policies and procedures on a continual basis

Analyzed and targeted the company’s learning needs, company’s goals and developing plans to execute goals fully

Team Lead – 1/2013 to 5/2014

eLead

Oversaw a team of up to 30 reps, pulled metric reports, and conducted coaching sessions.

Listened to live calls daily to provide immediate feedback focusing on premier performance techniques.

Followed up in coaching and development sessions by listening for implementation of side by side feedback, setting self-discovered goals, and consistent execution of action plans.

Top Team Lead of entry level campaign within the first month, promoted to lead fourth level campaign team after two months.

EDUCATION Bachelor of Science (B.S) Bachelor of Science, 2008-2012 Secondary Education and Teaching

Technical Skills

Proficient in Microsoft Office; Excel; PowerPoint; Outlook; QuickBooks; SAP

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