Experiences at Investor's Business Daily

* Provided K-12, colleges & universities with access to "functionality training" on the digital edition of IBD (newspaper). Followed up with schools to ensure electronic access and compliance with NIE rules.
* Expanded NIE school participation by 20% by fostering relationships with key high school, university/college and state government educators. Also used print and online advertising to recruit schools for the NIE program....

*Managed four-person Customer Relations supervisor group that resolved escalated customer complaints from telephone & e-mail channels. Dramatically improved customer relations performance by utilizing training in world class customer service, managing stress effectively, countering customer objections, and high impact communications. Training resulted in a 50% increase in customer account retention over two-years.

*Organized/managed the new hire process for the call center from conducting the initial telephone screening interviews through setting up new hire training schedule. Facilitated and trained employees on "How to Handle Angry Customers" through a training module designed to retain customers. Held daily debriefing sessions with new associates during new hire training to ensure retention of concepts, policies, and procedures. Held feedback sessions 30 days post orientation training to explore ways of improving new hire performance....