Manager Training

JACK SCARBROUGH

*** ******** *** – Mobile, AL ***09 - **********.****@*****.*** - 251-***-****

Experience

Intrado/West Corporation/TeleVox Software, Inc.

****-**** ********** *********** *******, Client Engagement

• Led team of 30+ employees managing technical teams of West strategic clients focused in healthcare. Large clients include Mt. Sinai, Emory Healthcare, NextGen and Allscripts, etc. Teams responsible for all aspects of the client lifecycle including implementation, support and account management.

• Increased revenue on Platform by 1 million dollars in 12 months.

• Developed and implemented comprehensive technical processes for new teams.

• Responsible for hiring, building and training a support team in Mobile to handle 2 company acquisitions.

• Serve as a client advocate on escalated issues while coaching employees.

• Assist staff with establishing and attaining career development goals.

• Conduct appraisals and performance reviews.

• Promote employee development by establishing performance measures that encourage employees to excel.

2014-2016 Training Manager/Trainer, Client Operations

• Developed training criteria for evaluating training aid effectiveness.

• Developed and training processes for Sales\Client Operation teams.

• Maintain Learning system (LMS) for new hires and existing employees.

• Developed training classes based off of needs of other departments.

• Years of experience in classroom training as a Technical Trainer.

• Developed and conducted team building activities for employees.

• Developed GAP analysis evaluations to ensure quality training. 2005-2014 Senior Technician, Client Operations

• Responsible for supporting client notification applications and resolving technical issues within established timelines in adherence to corporate and departmental policies and procedures.

• Act as a single point of contact on notification technical support issues for notification products and services.

• Uses problem solving and troubleshooting skills to effectively resolve issues, including ownership of client communications on the issue ensuring thorough documentation of technical issue.

• Resolve technical questions from clients, to include a complete analysis of the issue. Experience

The SSI Group, Inc.

1996-2005 Client Services Coordinator, Client Operations

• Responsible for helping key clients get issues resolved in a timely manner.

• Planned comprehensive business development plans and relationship strategies for each client.

• Served as a liaison between clients and technicians to meet the needs of the client. Key Skills

• CLIENT RELATIONSHIP MANAGEMENT

• CUSTOMER ORIENTED

• LEADERSHIP

• TEAM BUILDING

• STRATEGIC PLANNING

• COMMUNICATION

• PRESENTATIONS

• PROJECT MANAGEMENT

• CONFLICT RESOLUTION

• TIME MANAGEMENT

• LEAN/SIX SIGMA

• MICROSOFT OFFICE PROFICIENCY

• STRONG ANALYTICAL SKILLS

• SQL KNOWLEDGE

• LMS EXPERIENCE

• HARDWARE\SOFTWARE KNOWLEDGE

• TRAINING DEVELOPMENT

Education

Berean School of the Bible

1996-1998

Satsuma High School

Graduated 1993

References

Available upon request

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