Manager/Director

Desiree Simon BSW, RN, MBA, PCC

**** ********** **, ********, **

w4nlc1@r.postjobfree.com

O: 231-***-**** C: 231-***-****

The Contact Center Trainer - Course Developer position speaks to my passions and experiences over a 30+ year span. My value proposition is that by partnering with me your company will find itself having the most prepared sales agents, overall superior customer service both internally and externally, supervision through a fantastic coaching model (Professional Certified Coach) and mentoring that will glean stars through quality assurance.

Rarely do you find all of experience you desire plus more, in one candidate until today.

As a Registered Nurse the opportunity to manage (1998 – 2005) a triage call center at Northern Michigan Hospital (Petoskey, MI) included all telephone and electronic communications in 1998. This position included training, mentoring, and coaching both clinical and nonclinical staff to cross sale services offered at the organization to callers requesting health information. The cross selling initiative became popular throughout the organization as specialty departments were able to offer services at low or no cost while introducing them to our primary service, health care for the family. Over time we made the actual appointments and reminder calls as another way to serve the customer.

The Clinical Triage Service (1998- 2005) was challenged to bring in enough revenue to pay for the cross selling and marketing arm. Through the use of a thorough yet basic ROI, the center proved annual revenue of over a million dollars. This was more than pulling together a team to work from home. It was having the absolute best customer service with the intention of creating a positive experience through each of our representatives.

Managing customer service with Physicians was another initiative where the call center and at home staff developed a superior relationship and customer satisfaction results at 98%.

Customer Service Manager: The CEO (2002-2005) assigned this role to bring the call centers customer service platform to the organization. This was a fantastic success with each unit throughout the hospital learning through presentations, small group trainings, and “train the trainer” initiatives to treat the customer as family. Multiple internal rewards and recognition was given for this success.

As the owner of TaskMaster Coaching an independent business coach practice (2005 – present) has enjoyed the same results. Hospice increased their ratio of referrals to admissions, customer service and experience, as well as coaching leadership to lead. This resulted in premium output through specific training for customer service, using all of the tools available to all staff as well as training on the sales process.

Facts & Figures: Customer Service through Medical and Marketing Call Center was consistently 98.8% to 100%. By learning through coaching, training, mentoring, and consistent follow up, the rate of admissions increased, time to admit decreased, and billable hours increased overall.

Additional benefit was this organization experienced their first “in the black” in 25 years.

Effective in all areas: This is a strong presence in providing service to any customer. Do it right the first time is a personal model. However, when it is not done right the first time, implementing a root cause analysis can save thousands.

This is another strong suit offered to your company and must have for a position such as the Contact Center Trainer - Course Developer.

It really is imperative that the Contact Center Trainer and Developer have a down to earth nature with a strong organizational alignment. That experience in working from home, living telephone standards and etiquette are second nature to me. To lead this team will require a candidate that understands sales, the sales process, telephone etiquette, and is able to have intentional and candid conversations without taking a personal edge. Staff will depend on this person to help them move forward and facilitate for the best outcomes.

Facts & Figures: Have been the top sales person for 3+ years at the International Coach Academy (11/2006 to 8/2010) generating sales of over $2.8 million. This is a global company that serves 90 countries and required the sales consultant to work from home using various communication tools. What an amazing achievement to bring to this position.

This experience offered includes no less than hiring, termination, evaluation, meeting and exceeding goals as well as coming from a place of accountability and communicating effectively. Training at all levels including leadership; majority of training has been approved for CEU for nursing, human resource management, and hospice.

Long successful history of management roles such as Nurse Manager of a PICU (1986-1995), Patient Rights (2002-2005),Customer Service Manager (2002 – 2005), HealthAccess Call Center, Nurse on Call, Nurse on Call at home (1999 – 2005), and Coach(2005-Present).

 

Education

International Coach Academy Australia/Virtual

Professional Certified Coach May 2005 - December 2005

University of Phoenix Online/Southfield, MI

Master in Business Administration September 2003 – December 2005

Lansing Community College

Registered Nurse 1985 - 1986

Michigan State University

Bachelor Social Work 1979 - 1981

Current Professional Affiliations

National Association of Professional Women Since 2010

Northern Michigan Society of Human Resource Management Since 2006

International Coaching Federation Membership Since 2005

Founding Member of Professional Coaches Association of Michigan Since 2005

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