Customer Service Sales

COSMO WOLLAN

CELL : 305-***-****

***********@*****.***

WWW.LINKEDIN.COM/IN/COSMOWOLLAN

CORPORATE TRAINING EXECUTIVE

Highly qualified, experienced and proven effective corporate trainer with 20+ years experience improving productivity, increasing sales,

motivating employees and positively impacting the bottom line through curricula and presentation design (concept through

implementation), script development, communication design and implementation, training facilitation, staff assessment & evaluation

and individual skillset coaching. Qualifications include exceptional presentation skills, outstanding writing and linguistic capabilities,

high degree of computer literacy, Six Sigma organizational training and many years of microphone and podium experience. Works

equally well in team-based and self-managed environments.

KEY COMPETENCIES / STRENGTHS

Exceptional Public Speaking & Teambuilding & Individual Coaching

Training & Development Expertise

Presentation Capabilities Experience

Curriculum Design

Six Sigma Training Creative & Strategic Thinking

PowerPoint & Storyline Creation

Self-Motivated Linguistic Excellence

Expansive Communication Skills

SIGNIFICANT ACHIEVEMENTS

Designed and facilitated a Travel Agent Training Program for an upscale all-inclusive resort that boosted agent-generated

sales 15% and increased client satisfaction with their travel agents by more than 30%.

Developed, implemented and trained a new communications library and protocol that led to a statistically significant

increase in enrollments for over 75% of admissions advisors within 10 weeks.

Created an Advisory Board and coordinating procedures that increased new program enrollments by 5% over its first two

school terms, increased program marketability by 45% and decreased advisor complaints b y 64%.

Created, developed, implemented and marketed a complete turnkey personal training operations system that led to a

180% increase in training revenue over the first year and a 37% boost in club utilization

PROFESSIONAL EXPERIENCE

Synergy Cubed - CEO, Senior Training Executive 1994 - Present

Synergy3 represents a boutique team of consultants specializing in the retail, education, hospitality, resort, spa, health & fitness,

healthcare and leisure industries. Services include results-driven, customized soft skills, sales and customer service training and

personalized executive coaching. Also available are B2C and B2B communications, copywriting and branding services to boost

bottom line metrics by improving and optimizing client-facing messaging.

Creation and facilitation of Management Workshops, Sales Trainings and Customer Service Seminars

Design and implementation of training curricula, operational protocols and client-facing communications

Consultation with businesses leaders and departmental stakeholders to improve sales, retention, scripts and customer service

Coaching and training for all levels of management, front line service personnel and telephone support staff

Writing and editing of press releases, media kits, speeches, newsletters, brochures, external and internal publications

Communication Excellence - President, Student Communications Expert, Senior Training Executive 2011 - Present

A subsidiary of Synergy3, Communication Excellence provides communications consulting to institutions of higher education -

specializing in training, marketing and copywriting for admissions, student services, academic advising and alumni relationships.

Primary focus is improving the student experience and optimizing enrollments and retention metrics.

Creation and presentation of training workshops for student-facing personnel, including admissions, advising & financial aid

Design and implementation of training curricula, operational protocols, student communications and interactive scripts

Consultation with leadership and department heads to improve sales, retention, customer service and other soft skills

Development of training tracking systems to monitor and improve essential skillset performance metrics

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COSMO WOLLAN

Fitness Center Consultants – Partner, Vice President 1995 - Present

FCC is an independent consulting enterprise specializing in the Health & Fitness / Gym / Spa space. Specialties include health club,

gym & spa operations, B2B and B2C sales, marketing, fitness and group exercise programming and profi t centers, as well as soft

skills and customer service training seminars.

Developing programming, training and operating solutions to increase profitability

Creation, development, implementation and marketing of a complete innovative personal training operations system that has

led to increases in training revenue of up to 180% over the first year and up to a 37% boost in club utilization (to date)

Redesign of a multi-format Group Exercise schedule resulting in a 100% increase in member satisfaction.

Writing and editing of operations manuals for all major health club positions, including management, sales, trainer and desk

Implementation of front-line and train-the-trainer seminars to support new and revised SOPs.

Creation and facilitation of employee trainings for all levels and positions in health club, gym, resort and spa operations

WEU (World Education University) – Director of Corporate Training 2013 - 2014

WEU is an institution of higher education offering free college education worldwide. The Corporate Training division was designed

as a for-profit division of the company offering a unique, proprietary LMS and training delivery platform.

Designed the structure and delineated operating protocols for the Corporate Training department

Developed comprehensive SOPs for client-to-company information migration management

Cultivated relationships with leaders of companies, industries and countries to facilitate th e implementation of WEU's

services and training delivery platform

Created and edited numerous department marketing materials and presentations

Authored and facilitated internal sales and customer service training presentations

Kaplan University - Sr. Manager Student Communications 2008 – 2011

KU is an institution of higher education providing online undergraduate and graduate degrees.

Coordinated and participated in an admissions scripting advisory panel that was responsible for the eventual complete

overhaul of outbound admissions interview scripts, resulting in an average 3% increase in lead -to-enrollment conversions.

Wrote, organized and coordinated for implementation a complete revision to the existing library of outbound student-facing

communications used by the admissions department

Designed a revised communications strategy for all University admissions advisors

Coordinated focus groups and peer review panels to optimize admissions scripting effectiveness

Vacation Village - Sr. In-House Sales Consultant 2004 - 2008

A division of The Berkley Group, VV is a Florida-based real estate developer specializing fractio nal vacation property ownership.

Developed a script, pitch book and training protocols for new hires that reduces the average “ramp -up” time from 5 weeks to

2, saving the company $300 per advisor per week and accelerating the revenue generated by their actual sales

Developed a monthly “Roleplay Rodeo” where any sales rep could test and hone their skills in live roleplay with experienced

reps acting as the clients – resulting in an improvement of the overall department closing ratio by 15%

Interacted with, toured, troubleshoot and facilitated purchases and/or upgrades to qualified property owners

EDUCATION CERTIFICATIONS

M.A. - Communications, B.A. – English Six Sigma Whitebelt

TECHNICAL SKILLS

Graphic design, Computer literate (Windows & Mac platforms): MS Office suite: (Word, Excel, PowerPoint, Outlook, Publisher),

Adobe CS6 Suite (Photoshop, Illustrator, InDesign), Articulate Storyline, Visio, OmniGraffle, Quark Xpress, FileMaker Pro and more.

Conversationally fluent in French.

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