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Definition of Reputation Credits
Keith Richard
Project Manager/Trainer with 10+ years of experience specializing in Telecommunications and end-user software. Proven process improvement specialist. Possess superior writing and presentation skills, with the ability to communicate complex content to audiences, ranging from students to C-level executives. Subject Matter Expert in both Windows and Mac environments, exhibiting expert level proficiency in MS office on both platforms. Utilized statistical analytics tools such as Minitab for Business Intelligence.
Project Manager
Henderson, US
[email protected]
Experience
Freelancer, Feb 2016 - Present
Provide training sessions for various clients, including CoreAxis and Outschool.com. Subjects include: Google Suite, Final Cut Pro X, Photo editing software, Wordpress and more. Training delivery tools used include WebEx, GoToMeeting, and Zoom.
Geotab, Mar 2015 - Mar 2016
Product Manager
Responsible for all Project Management activities with Fleet Management customers and/or assigned accounts, including the implementation and training of the Geotab solution for small and large clients, while managing the quality and consistency of product deliveries to the customers. • Prepare and practice sales techniques, processes, proposals and product demonstrations • Onboard new clients, performing virtual training sessions via GoToMeeting and WebEx • Complete thorough Needs Analysis to determine the solutions available through adapted vehicle conversions, driving aids, and adaptive equipment • Develop, maintain and continue to improve sales materials and product knowledge • Establish and maintain current and potential customers and referral sources • Identify, document and contact prospects as outlined in the connection and sales processes • Consistently follow up with current and new leads using the CRM software
Dream Entertainment, Oct 2013 - Feb 2015
Operations Manager
Managed the planning and implementation of audiovisual design, lighting, staging for tradeshows, concerts, private events and nightclubs within the Entertainment Industry. Administered the Apple Mac environment for seamless workflow between the front and back of the house. • Leveraged the relationships with Strip and Off-Strip Resorts to service our customers and ensure successful shows. • Managed the bookings and scheduling for the talent (DJ, Photographers, Videographers) and operations team. • Used analytics to identify needs, and cut costs through all areas of the company, saving close to $5k per month • Perform regular training sessions for the equipment installers to maintain optimal performance.
Sprint, Jan 2007 - June 2013
Project Manager III/Field Performance Analyst – Sprint Care Customer Management
Employed data analytics to improve overall performance in call centers enterprise-wide. Page 2 • Represented Analytics team in operations teams, identified analytical needs, and engaged resources to fulfill customer needs, built and maintained strong relationships with customers and suppliers. Developed presentations with Business Intelligence insights, including Six Sigma philosophies, and provided updates to Executives, and Chief Service Officer. • Managed ongoing projects to track the proficiency of new procedures. Delivered weekly reporting to track progress. • Reviewed trended KPIs to find opportunities for process improvement. • Monitored live calls to determine the low performing agents. Recommended a training plan for the lower performing agents to achieve the goals set by the specific functional area. • Utilized the Verint software to retrieve voice and screen recordings to collect data for customer quality assurance purposes. The data was collected, analyzed and then presented to Call Center Managers and Directors with recommendations for process improvement. • Worked with the internal Call Centers and Vendor sites to ensure consistency throughout the enterprise. • Utilized Six Sigma methodology to identify areas for process improvements; recommended strategies to streamline processes and corrective actions for areas of non-compliance.
Sprint, May 2004 - Jan 2007
Sr. Training Specialist – Sprint University, Custom Network Solutions
Identified needs and designed and delivered custom on-site training and post-training assessments for customers in the hospitality, healthcare, financial services and manufacturing industries.
• Acted as lead instructional designer of training courses for 30 types of phones and over 150 corresponding applications based on the business model.
• Received high commendations in delivery of client briefings showcasing wireless data solutions and other related technologies to executives of key government accounts and Fortune 500 clients.
• Established solid relationships with all levels of associates within the retail and dealer environments as well as district, regional management and business proprietors.
• Studied clients’ business practices and introduced customized applications to improve productivity and accurate reporting by eliminating paper trails.
• Contributed to the preparation and launch of the Nextel Central/Center of Excellence Executive Briefing Center. Co-designed award winning entry for the Association of Briefing Program Managers.
Keith Richard
Project Manager/Trainer with 10+ years of experience specializing in Telecommunications and end-user software. Proven process improvement specialist. Possess superior writing and presentation skills, with the ability to communicate complex content to audiences, ranging from students to C-level executives. Subject Matter Expert in both Windows and Mac environments, exhibiting expert level proficiency in MS office on both platforms. Utilized statistical analytics tools such as Minitab for Business Intelligence.
Project Manager
Henderson, US
[email protected]
Experience
Freelancer, Feb 2016 - Present
Provide training sessions for various clients, including CoreAxis and Outschool.com. Subjects include: Google Suite, Final Cut Pro X, Photo editing software, Wordpress and more. Training delivery tools used include WebEx, GoToMeeting, and Zoom.
Geotab, Mar 2015 - Mar 2016
Product Manager
Responsible for all Project Management activities with Fleet Management customers and/or assigned accounts, including the implementation and training of the Geotab solution for small and large clients, while managing the quality and consistency of product deliveries to the customers. • Prepare and practice sales techniques, processes, proposals and product demonstrations • Onboard new clients, performing virtual training sessions via GoToMeeting and WebEx • Complete thorough Needs Analysis to determine the solutions available through adapted vehicle conversions, driving aids, and adaptive equipment • Develop, maintain and continue to improve sales materials and product knowledge • Establish and maintain current and potential customers and referral sources • Identify, document and contact prospects as outlined in the connection and sales processes • Consistently follow up with current and new leads using the CRM software
Dream Entertainment, Oct 2013 - Feb 2015
Operations Manager
Managed the planning and implementation of audiovisual design, lighting, staging for tradeshows, concerts, private events and nightclubs within the Entertainment Industry. Administered the Apple Mac environment for seamless workflow between the front and back of the house. • Leveraged the relationships with Strip and Off-Strip Resorts to service our customers and ensure successful shows. • Managed the bookings and scheduling for the talent (DJ, Photographers, Videographers) and operations team. • Used analytics to identify needs, and cut costs through all areas of the company, saving close to $5k per month • Perform regular training sessions for the equipment installers to maintain optimal performance.
Sprint, Jan 2007 - June 2013
Project Manager III/Field Performance Analyst – Sprint Care Customer Management
Employed data analytics to improve overall performance in call centers enterprise-wide. Page 2 • Represented Analytics team in operations teams, identified analytical needs, and engaged resources to fulfill customer needs, built and maintained strong relationships with customers and suppliers. Developed presentations with Business Intelligence insights, including Six Sigma philosophies, and provided updates to Executives, and Chief Service Officer. • Managed ongoing projects to track the proficiency of new procedures. Delivered weekly reporting to track progress. • Reviewed trended KPIs to find opportunities for process improvement. • Monitored live calls to determine the low performing agents. Recommended a training plan for the lower performing agents to achieve the goals set by the specific functional area. • Utilized the Verint software to retrieve voice and screen recordings to collect data for customer quality assurance purposes. The data was collected, analyzed and then presented to Call Center Managers and Directors with recommendations for process improvement. • Worked with the internal Call Centers and Vendor sites to ensure consistency throughout the enterprise. • Utilized Six Sigma methodology to identify areas for process improvements; recommended strategies to streamline processes and corrective actions for areas of non-compliance.
Sprint, May 2004 - Jan 2007
Sr. Training Specialist – Sprint University, Custom Network Solutions
Identified needs and designed and delivered custom on-site training and post-training assessments for customers in the hospitality, healthcare, financial services and manufacturing industries.
• Acted as lead instructional designer of training courses for 30 types of phones and over 150 corresponding applications based on the business model.
• Received high commendations in delivery of client briefings showcasing wireless data solutions and other related technologies to executives of key government accounts and Fortune 500 clients.
• Established solid relationships with all levels of associates within the retail and dealer environments as well as district, regional management and business proprietors.
• Studied clients’ business practices and introduced customized applications to improve productivity and accurate reporting by eliminating paper trails.
• Contributed to the preparation and launch of the Nextel Central/Center of Excellence Executive Briefing Center. Co-designed award winning entry for the Association of Briefing Program Managers.