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National Account Customer Service & Sales Trainer

Dallas, Texas, 75219, United States
August 18, 2018

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Stacy Villines

PO Box ****** Dallas, Texas ***** – email;,

Phone – 972-***-**** (text) OR 214-***-****


Focus: Provide Hospice care for elderly/ill parents - June 2016 – Present Senior National Quality Assurance Representative - May 2014 – May 2016 VergeIT for Verizon (Contractor)

Monitor FIOS customer service representatives to ensure correct policies/procedures related to the customers of FIOS QUANTUM product launch

Managed FIOS Quantum project, contribute/distributed acquired information to Senior Management Supervisor/Senior Training Specialist for Verizon FIOS - December 2008 – May 2012 Telvista, Dallas, Texas

Monitored and evaluated training activities for program effectiveness

Offered specific training programs to assist call center agents improve job effectiveness

Assessed training effectiveness through; employee interviews/Focus Groups/Monitored Training Bay. Utilized an Consultative approach when reporting to Upper Management results obtained

Monitored Training costs so not to exceed budget, prepared budget reports to justify expenditures

Supervised instructors and Leads, evaluated instructor performance providing feedback promptly, monitored instructors classrooms to ensure contract compliance

Coached instructors for classroom and skill development

Screened/hired employees for positions based on qualifications

Developed programs for employee advancement

Prepared/Audited Training Budget – kept expenses 17% below budget cap saving $27,000. Per calendar year

Corporate Real Estate Executive June 2006 – August 2008 Fallbrook, California

Increasing Bottom-Line Profitability Through Real Estate Strategies Consultant in Telecom Call Centers - January 2003 – May 2006 Dallas, Texas (Self-employed and Accenture Consultant)

Gathered/Organized/Proposed improvements to management

Analyzed procedures/processes and implemented changes – 100% accepted

Offered organizational changes to upper management – 100% accepted

Accenture budget – consistently 17% below expectations – estimated $1M savings per year Senior National Accounts Service/Sales Trainer - September 1981 – December 2002 Sprint Communications - Dallas, Texas

Scheduled classes based on availability, equipment, instructors for domestic and international training based on need from the field/corporate

Designed/Planned/Organized training for employees and their customers of business or industrial establishments – Consumer and National levels

Facilitated New Hire Orientation covering Sprint Employee Manual, Benefits, Human Resources and Sprint Quality

Trained New Hire Product classes – Voice, Data, Video – Domestic and International Products

Presented information using a variety of techniques and formats – role-playing, computer simulations, team presentations, individual presentations, group discussions

Developed the National Quality Assurance evaluations for National Customer Service/Sales

Utilized alternate training methods from audio conferencing, video conferencing, site visits, Captivate, Intra-Company on-line developed training materials,

Developed individual Observation Forms on employee’s giving management immediate feedback

Certified in/Creation/Development/Implementation of Adult Learning Theory Programs which received five (5) Presidents Values Excellence Awards

While as National Accounts Large Market Acquisition Manager, developed/implemented the “First Bundling” of Products/Services, making everything contributory/eligible for discounts, which was the catalyst/Paradigm shift for how customers expect Telecom services from providers today

Created “Save/Cancel” Program for National Account Service and Sales Departments, saving 83% cancellation threats equating to $1.5M in potential Revenue Loss month over month

Personal National Account Base consisted of; EDS, TGI Insurance, Anheuser-Busch, JC Penney, Neiman- Marcus, Michaels, Wyndham-Gardens, Harley-Davidson, Mary Kay, CompUSA, Allstate Insurance, (now Yahoo) – Call Center SME – 93% customer base

Voice Sales quota – consistent 13%, Data quota 11%, - $3.5M per month maintained EDUCATION

BBA - MARKETING and MANAGEMENT – Double Major – May 1980 Abilene Christian University, Abilene, Texas


DDI Targeted Selection, Myers/Briggs Personality Profile, Train the Trainer, ROI, Development Adult Learning Theory/Implementation/Measurement, 5 Dysfunctions of a Team, Time Management

References Available

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