JOSHUA DEATON
London,KY
Summary
Seasoned Call Center Training Manager with significant experience in designing and implementing employee training programs. Possess strong leadership skills, adept at enhancing team performance through innovative training strategies. High-impact contributions include development of comprehensive learning modules that improved operational efficiency and productivity across previous organizations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Salon Director
Glow Brands
London, KY
08.2021 - Current
- Analyzed market trends and competitor activities to identify new business opportunities and stay ahead of the competition
- Managed the entire sales cycle from lead generation to contract negotiation and closing deals
- Led a team of ten sales representatives in achieving annual revenue targets of $ One million
- Created compelling sales presentations tailored to specific client needs that effectively communicated value propositions for products or services offered
- Developed pricing strategies based on market analysis and competitive positioning to maximize profitability while maintaining customer satisfaction levels
- Developed comprehensive market research reports to identify potential growth opportunities and target customer segments
- Designed and delivered engaging training sessions for diverse employee groups.
Call Center Manager
Senture, LLC
London, KY
08.2015 - Current
- Direct daily operations, enhancing client satisfaction through strategic oversight and training
- Facilitate communication for seamless service delivery and strong client relationships
- Optimize resource allocation by managing staffing and forecasts for improved performance
- Cultivated a high-performing team through mentorship and targeted coaching, elevating individual capabilities and overall call quality
- Spearheaded strategic initiatives to boost client satisfaction, resulting in measurable improvements in service quality and team performance metrics
- Fostered seamless communication channels between teams, enhancing service delivery and strengthening client relationships across multiple projects
- Leveraged data-driven insights to optimize resource allocation, aligning staffing levels with forecasted demands for peak operational efficiency
- Developed and implemented training programs for staff across multiple departments.
Quality Assurance Manager
Dextera Corporation/Axiom
Mount Vernon, KY
03.2013 - 08.2015
- Managed QA, improved client satisfaction with enhanced standards, fostering team collaboration
- Compiled and analyzed VA metrics, generating actionable insights that drove performance improvements and informed strategic decision-making
- Implemented data-driven QA strategies, resulting in substantial client satisfaction improvements and enhanced team collaboration
- Spearheaded e-QIP streamlining initiative, drastically reducing processing time while maintaining strict compliance standards
- Cultivated a culture of continuous improvement through mentorship, fostering innovation and collaborative problem-solving
Assistant Manager
Handy Hotel, Inc.
02.2012 - 12.2012
- Supervised day-to-day operations to meet performance, quality and service expectations
- Ensured accurate financial records through precise billing account management
- Maintained database integrity with precise data entry
- Analyzed inventory data to implement cost-effective procurement strategies, significantly reducing waste and optimizing budget allocation
- Spearheaded a comprehensive overhaul of employee scheduling system, boosting team productivity and operational efficiency
- Refined direct billing processes, ensuring meticulous financial record-keeping and streamlining account management procedures
- Implemented cutting-edge customer service strategies, revolutionizing guest satisfaction and fostering long-term loyalty through personalized experiences
Education
Business Administration -
Somerset Community College
Somerset, KY01.2012
High School Diploma - General Studies
South Laurel High School
London, KY05-2007
Skills
- Budget Management
- Risk Management
- Performance Metrics Development
- Inventory Control
- Cross-Functional Collaboration
- Vendor Management
- Resource Allocation
- Operating Procedures Development
- Customer Relationship Management (CRM)
- Project Management
- Process Improvement
- Quality Assurance
Certification
Lean Six Sigma Certification
Timeline
Assistant Salon Director
Glow Brands
08.2021 - Current
Call Center Manager
Senture, LLC
08.2015 - Current
Quality Assurance Manager
Dextera Corporation/Axiom
03.2013 - 08.2015
Assistant Manager
Handy Hotel, Inc.
02.2012 - 12.2012
Business Administration -
Somerset Community College
High School Diploma - General Studies
South Laurel High School