LT Lawrence

Towns

Youngstown, Ohio, United

States, 44501

adyiwr@r.postjobfree.com

724-***-****

Highly versatile motivated results–oriented professional with proven track–record. Extensive BPO industry experience in, Training, Leadership Development, Operations Management, and Quality Assurance, is ready to be challenged at the next level with a fast-paced growth oriented company. PROFESSIONAL EXPERIENCE

Correctional Officer

NORTHEAST OHIO CORRECTIONAL CENTER November 2022 - Present Commercial Care Technician (Virtual)

GUARDIAN PROTECTION February 2022 - November 2022 Operations Manager

VXI GLOBAL SOLUTIONS April 2021 - January 2022

Training Supervisor (Virtual)

VXI GLOBAL SOLUTION May 2018 - April 2021

EDUCATION

Indiana University of Pennsylvania, Indiana,

PA September 2011 - May 2013

Diploma

Penn Hills Senior High School, Pittsburgh,

PA August 2010 - June 2011

KEY SKILLS

Supervision of inmates and detainees activity in a correctional center Transport and escort inmates within secured areas according to relevant law, policies, and procedures.

Prepare incident reports as well as other state and federal documents. Provide emergency assistance as needed, including but not limited to CPR, first aid, escape of inmates and evacuation procedures.

Optimize the quality and functionality of an Automated alarm system for commercial accounts.

Provide support to customers who have Guardian systems, troubleshoot and educate proper use of multiple operating systems.

Assist customers through emergency procedures by displaying resounding verbal and written communication.

Build Excellent client relationships with continued interaction to ensure installations and service calls were satisfactory and met expectations. Managing a team of 100 agents, responsible for monitoring the daily operations and call volumes, balancing service levels, meeting all measures of success established for the program and overall management of the floor.

Improved client relations that resulted in 20 additional FTE Data driven decision making to identify the behaviors to coach and develop to improve metrics.

Exceeded all contractual KPIs within 30 days of entering the position Track, measure and manage daily operations behaviors and customer escalations Change Management

Business Process Improvement

Leadership Development

Problem solving

Facilitation

Performance Management

Teamwork

Communication

Leadership Academy Certified

Franklin Covey 7 Habits

LEAP Leadership Development Certified

international Corporate Trainer

VXI GLOBAL SOLUTIONS May 2015 - May 2018

Lead a Team of 25 leadership coaches that developed, designed, maintained, trained curriculum as well as validation of skills.

Evaluated the success of training programs and recommended improvements to enhance effectiveness.

Assess new employee skills and strengths to provide customized training. Obtained Master Level Training Certifications by participating in multiple training courses and demonstrating my ability to not only train new hires but also train other trainers Identified workers with specific skill sets to recommend for promotion, increasing internal hiring saving over $10,000 in training fees.

Voice Over recordings for audio trainings

Effectively lead projects or company initiatives, leveraging solid working knowledge to deliver effective learning solutions.

Project manager for several key initiatives, including Performance Pro360 coaching Tool Developed and implemented training programs that encompassed basic and advanced customer service/sales support across multiple sites. Wrote training manuals for retention employees and account management positions according to strict company guidelines and client protocols. Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, results in company revenue and employee retention. Trained and mentored over 500 new personnel hired to fulfill various roles Launched multiple onsite and virtual new accounts with a 90% throughput rate

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