Manager/Client Field Trainer/QualityCtrl, San Antonio, TX - June 3, 2016
Provide service to associates, product managers, sales staff and executive management to ensure optimal customer service is provided. Interview potential employees for Customer Field Liaison employees at off-site and on-site locations. Manage and train 34 + CS staff and Financial Institution representatives in processes and procedures of force placed insurance. Develop, enhance and coordinate training. Recognize, analyze business transactions and design interventions to improve service center/call center performance. Analyze training needs and develop strategies to meet client needs and expectations. Create training programs for center personnel to include call monitors and insurance validation effectiveness. Provide leadership for 17 direct report employees in San Antonio and in various US states.