AEP Energy

Contact Center Trainer

Upstart

In my current role, I supervise a high-performing team of 6, leading daily operations to deliver outstanding Customer Experience training on Customer Service, Collections, and Auto Servicing curriculums, delegating assignments and managing workflows. I also drive program management for client training and continuous education programs, steering program development, strategizing customer engagement initiatives, and ensuring program delivery exceeds customer expectations. 

Some of my additional duties and achievements include:
► I author and update training and process documentation, leveraging Confluence, Jira, and Lessonly (LMS) to maintain up-to-date organizational procedures and training materials.
► I have the opportunity to coach and mentor my team, guiding the facilitators on organizational objectives and goals to deliver engaging learning experiences, as well as establishing best-practices and providing informative feedback.
► Support organizational scaling and growth by coordinating internal training requests and scheduling ~10 sessions per month for new hire and advanced training classes.
► Manage team projects to integrate new systems, deliver timely product lunches, and implement department initiatives, confirming projects completed within scopes and timelines.
► I facilitate monthly business reviews for Customer Experience Leadership team, compiling training statistics and status updates, aligning initiatives and goals, and opening forum for constructive feedback.

Associate Learning & Development Manager

Huntington National Bank

At Huntington, I managed the File Room department with 22 Process Specialists, overseeing diverse document management including researching, imaging, transporting, and storing of physical documents. I also Analyzed department workflows and processes, identifying areas for improvement and strategizing initiatives to mitigate risks and implement automated procedures. 

A few of my additional duties and accomplishments include:
► Adhered to the organization’s service level agreements, evaluating document requests to determine timelines associated with each file type and ensuring project completion within strict deadlines, prioritizing tasks and scheduling assignments to ensure productivity and timely project delivery for 4
main departments and hundreds of branches.
► I developed and integrated a process to document and track employee coaching discussions, designing coaching conversation form and collaborating with IT to compile associate data including productivity percentages, schedule adherence, and attendance records into MS Access, providing easy overview and discussion in performance reviews.
► Steered and evolved departmental culture, building communication, positivity, and business knowledge to increase employee retention and morale.

Section Supervisor

Midwest Mobility Solutions (Alliance Mobile)

As a Regional Trainer and Operations Manager, I spearheaded multi-store operations management across 23 retail locations, traveling to multiple locations to meet with individual store managers and observing operations to provide guidance on advancing key operating indicators, developing action
plans to improve efficiency, and deploying loss reduction initiatives. 

Some of my additional duties and achievements include:
► I was able to create engaging web-based, self-paced customer service and sales training classes for use by ~350 associates company-wide, utilizing Skillo and Adobe Captivate to build and maintain course content.
► Presented training sessions to all retail employees both in-person and virtually, instructing on key sales skills, expanding product knowledge, and advising on career development, as well as assessing and reporting on development and learned skills.
► I also played a key role driving a new organizational initiative to increase Google Review ratings and social media presence, training Retail Brand Ambassadors (RBAs) on social media management, requesting customer reviews, assisting to define SMART goals, and creating action plans to produce
concrete results.

Regional Trainer/Operations Manager

Alliance Data (Bread Financial)

In my role as a Trainer, I facilitated in person and virtual training classes for +450 Account Protection and Collections associates, instructing on collections and account protection processes and systems,
negotiation techniques, Auto Dialer Navigation, Lexis Nexus, running SQL scripts, and White Pages Pro.

A few of my additional duties and accomplishments include:
► I supported a key organizational objective to transition from Signet to ADS, contributing to team training on communication skills and internal systems to +250 associates through Adobe Connect.
► Led staff development workshops on career development and leadership skills, building skills to expand internal promotions, encourage employee growth, and reduce associate turnover.
► Collaborated with Account Protection Director to conceptualize and design training curriculum for 2 new departments.
► I had the opportunity to build a high-performing team, conducting interviews and overseeing final stage hiring for 128 Payment Solutions and Customer Retention associates.

Trainer

AT&T

At AT&T, I directed operations management across a thriving retail location with a team of 9, leading daily procedures and location profitability, achieving outstanding sales figures, and delivering exceptional customer satisfaction. I also analyzed P&L statements, identifying opportunities for growth and ensuring stores remain profitable with strong sales figures and increased revenues. 

Some of my additional duties and achievements include:
► Strategized tactical sales plans and set aggressive but attainable goals, as well as confirmed high-quality customer service standards upheld across store.
► I completed cost-effective resource management, scheduling adequate staff to confirm store coverage during business hours.
► Revitalized 4 under-performing stores, delivering coaching and guidance to improve sales techniques, build culture of accountability, and transform customer service to ensure outstanding customer experience.

Assistant Store Manager

Hello, I’m Joseph Jessee, an experienced Learning & Development leader with demonstrated success
driving growth and development across dynamic environments, while ensuring outstanding customer
service and an exceptional customer experience. My proven talent building engaging learning program and leading multi-media trainings, coupled with my skills collaborating across stakeholders to define
goals and strategize effective development plans, has led to numerous organizational improvements.

I’m a solutions-oriented professional with experience leading high-performing teams and producing
exceptional training programs that promote organizational objectives. My multifaceted career history
gathering and analyzing data and feedback to assess progress and identify areas for improvement,
empower me to modify program elements to maximize efficacy and motivate learners to exceed goals.

My experience in operations management, training facilitation, and performance improvement programs has empowered me to lead strategic initiatives and drive operational improvements. I look forward to continuing my achievements, implementing innovative learning and development initiatives to advance organizational improvements.

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