Brian K. Singleton **** Buttonwillow Dr., Fort Worth, TX 76123

817-***-****

ac6xxv@r.postjobfree.com

SUMMARY

Dependable, Goal-oriented and industrious Professional with extensive experience in Quality and Training in the Mortgage, Financial Services, Healthcare, and Call Center Industries. A dedicated team player that works well under pressure with minimal Supervision and the ability to learn new tasks quickly. Specific Skills and Personal Qualities include the following:

Training Facilitation

Recruiting/Hiring

Sales Training

Training Design

Quality Review/Analysis

Evaluation

Managing Groups

Needs Assessment

Leadership

PROFESSIONAL EXPERIENCE

DEVILLE ASSET MANAGEMENT 2017-Present

Manager, Training and Recruiting

Recruit all New Hire Personnel, Interview, Perform Background checks, and send notifications of approval/denial of employment. Design all aspects of Training including Systems Training, Product Training and New Hire Orientation. Train all employees in a 2-week classroom setting and oversee nesting phase prior to moving employees to their permanent position. Assist with Benefits and 401(k). Daily reporting of progress of class to upper Management. Perform 30-60-90 day follow up sessions with all new Employees. Update training materials as needed.

STREAM ENERGY, FORT WORTH, TX

Independent Sales Consultant 2015-Present

Independent Manager of STREAM Energy Sales. Follow Leads, Present Demonstrations, Hold Weekly Sales Meetings. Recruit New Customers and Sales Agents. Educate potential customers about the value of the product and manage any billing issues/questions/concerns regarding pricing, billing, or additional services.

GREENTREE CREDIT SOLUTIONS, FORT WORTH, TX 2011-2015

Training Specialist

Duties included Training Employees for Mortgage Collections, Escrow, Foreclosure, Short Sale, and Deed-In-Lieu. Managed all on-line Learning and made recommendations for future Training Classes. Designed and Updated Facilitator/Learner Guides, Recurrent Training, and Refresher Courses for the Fort Worth, Arlington, and other Regional offices. Solely responsible for the conversion of 40 employees in the St. Louis, MO office as well as assisting with the conversion of 400 employees in the Fort Worth office in a two-week time frame.

Maintained an overall Manager Evaluation Score of 95% consistently throughout employment.

Maintained average 96% Evaluation score from Class Participants

Achieved Final Assessment Scores totaling 94% out of 100%

Brian K. Singleton Page Two

THINK FINANCE, FORT WORTH, TX 2010-2011

Training Specialist

Duties included Design and Facilitation of all New Hire Training, Recurrent Training, and Soft Skills Training for Loan Operations /Servicing Department. Responsible for designing Training for four Product Lines for Future Launch as well as designing Call Etiquette Course. Led UAT teams for new systems Launch. Served as Interim Call Center Manager during the National Search for new Leadership.

Increased Collection Dollars by 34% by the month of October 2010

Reduced employee turnover by 31% by introducing Training Program and improving Quality Scores by 28% through coaching and mentoring.

Designed and Facilitated Financial Workshop for Employees (Lunch and Learn Series)

Facilitated all Systems Training.

THE BERYL COMPANIES, BEDFORD, TX 2007-2010

Training Specialist

Supervised and Trained all New-Hire personnel during a five-week, highly interactive course. Facilitated all Classroom Modules and Systems Training. Assisted in the recruitment, interviewing and Hiring Process. Delivered Soft Skills Training, Latin Terminology, Medical Specialties, Healthcare and Insurance Training.

CITIFINANCIAL, FORT WORTH, TX 2004-2006

Training Specialist

Provided Supervision and Delivery of all Compliance Related Courses regarding State and National Insurance Regulations. Designed and Delivered all product training based on ADDIE Design Principles. Served as liaison between Call Center and Training Departments. Handled all aspects of LOMA and on-line Learning. Designed and Executed Annual Fraud, HIPAA, Insurance Sales and State Regulations Training. Entered and closed courses in the LMS. Designed Financial Workshop Series for employees.

Increased On-line Learning by 23% in the first year and maintained increase of 20-23% each year

Increased Call Quality Scores through Coaching and Feedback

Met Audit Goals with 100% accuracy

Increased Life Office Management Association enrollments by 14%

CITIFINANCIAL, FORT WORTH, TX 2003-2004

Quality Assurance Specialist

Designed, Developed, and Managed the Quality Assurance Division for 100 plus seat Call Center. Designed and Led Product Sales Training. Responsible for Coaching and Developing Staff of non-exempt employees and making recommendations to Senior Management regarding action plans, ongoing learning and assisted in the interview/hiring process.

Brian K. Singleton Page Three

SPRINT PCS, FORT WORTH, TX 2000-2003

Business Analyst

Responsible for Quality/Compliance within the National Accounts Division of the Fort Worth Call Center. Monitored Inbound/Outbound Calls and presented feedback to Management and Agents. Monitored daily, weekly, and monthly reports for Compliance and Schedule Adherence issues.

Decreased Unproductive time by 21% in the first fiscal year

Maintained a 98.7% zero error rate

DELANEY VINEYARDS, GRAPEVINE, TX 1999-2000

Marketing/Event Coordinator

Managed the Marketing Program for the Promotion of Texas Wines based in LA Mesa, Texas. Managed and oversaw Sales as a team of one. Planned and oversaw all Trade Shows, Weddings, and Corporate Events. Scheduled Tours and Wine Tastings for the public. Responsible for all implementation, design, and layout for all Print Advertising. Oversaw outside Caterers and Nightly Event Staff.

Increased Event Bookings by 37% in the first four months of employment

Increased Wine Tasting Events by 17% in the first 5 months of employment

Designed/Developed/Oversaw “Brunch at the Vineyard Patio” and oversaw all Catering, organized Live Bands and Supervised Service Staff.

Commissioned Showcase for Local Artists for weekly Gallery Night.

BASS PERFORMANCE HALL, FORT WORTH, TX 1998-1999

Hospitality Services Manager

Developed and Managed the Hospitality Division of the $78 million Bass Performance Hall. Recruited, Interviewed and Hired all Hospitality Staff. Implemented all Food and Beverage Policies and Planned Special Events, Weddings, and Corporate Caterings. Trained all employees in Bar Sales Training and Valet Package Upgrades. Managed all Valet Parking and Bar Procedures. Responsible for Training, Scheduling, Budgeting, Cash Management and Payroll for 40 part-time employees. Served as Manager on Duty during Performance hours.

Formed Cross Functional Team of Valet/Bartenders, resulting in Payroll Savings exceeding $528k per year

Increased Beverage Sales by introducing new recipes, tools, and Procedures

Formed alliance with National Coffee Chain to increase non-alcoholic beverage service

Designed Buzzer System to alert Patrons of the arrival of cars for departure

Brian K. Singleton Page Four

EDUCATION

B.A., Texas Wesleyan University, Fort Worth, Texas, December 1993

ADDITIONAL TRAINING

The Bergerac Companies, Trainer Talk, Certification

Langevin, Training 101, Certification

AFFILIATIONS/HONORS

Vice-President, Alpha Chi Omega Fraternity, Texas Wesleyan University

American Society of Training and Development, National and State Member

Vice President, ASTD Fort Worth Mid-Cities Chapter, 2008-2009

Texas Wesleyan University, President’s Council

Campaign Volunteer, Fort Worth Mayor’s Race, 2011

United Way of Tarrant County, Income Council Member

Catholic Charities Fort Worth, “Noche De Fiesta” Council Member 2014-Present

Contact this candidate