9 3 11 Trifold2a [Autosaved]

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9 3 11 Trifold2a [Autosaved]

  1. 1. <ul><ul><li>2563 Peachtree Dr., </li></ul></ul><ul><ul><li>Perkasie, Pa., 18944 </li></ul></ul><ul><ul><li>H(215) 258-2160 </li></ul></ul><ul><ul><li>C(215) 527-1985 </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul>Kevin W Cook Call Center Sales & Service Performance Coaching & Consulting Leadership and O.D. Consulting Professional Experience MBC Consulting Group, Perkasie, Pa 2009 – present -Personal & organizational coaching and consulting -Call Center training and coaching - Performance Consulting Sovereign Bank, Boston, MA , 2000 - 2009 -Assn. Vice President & Leadership & O. D. Consultant -Leadership & Executive Coach -Change Leadership & Accountability Consultant -Sales Performance Coach, Sales Training and Development Hartford Insurance Co, AAPR Operations, Ft Washington, PA, 1996-2000 -Manager, “Continuous Improvement” Project -Manager, Call Center Operations -Training and Development -Diversity Officer Prudential Insurance Co, AARP Operations, -Manager Call Center Related Experience Prudential Ins. Co, -Head Coach, Management Practices Workshop <ul><li>Coaching to strengths to engage employees while exceeding results. ( 37% above goal for 2008) </li></ul>Results Examples <ul><li>Motivating and building human capital to drive solid collaboration strategies through classroom, </li></ul><ul><li>e-learning, mentoring, etc. </li></ul><ul><li>(Direct responsibility for coaching 2Senior Leaders, their 15 direct reports and teams) </li></ul><ul><li>Collaborating with Senior Leadership to build competency models resulting in the retention of key talent. </li></ul><ul><li>(Designed/developed Mentoring Program of 100 paired participants) </li></ul>“ He is dedicated to his profession of coaching and consulting and is very good at what he does.” Cheryl Freed Loew – SVP Leadership & Organizational Development at Sovereign Bank &quot;Kevin hired us to develop a customized, sales training program for one of Sovereign Bank's regional divisions. Kevin was delightful to work with. He worked diligently to identify internal constituent needs and to build a coalition of support for strategic, professional development.&quot; Dawn Kline - Director Sales Training at AmerisourceBergen “ Kevin has extensive knowledge and practical experience in the fields of human capital, emotional intelligence, performance consulting, sales and leadership development. He is especially effective in coaching and consulting for results and engagement. Eleanor Sanford, V.P./Leadership and Organizational Development Consultant , Sovereign Bank” June 19, 2009
  2. 2. Deliverables <ul><ul><li>2563 Peachtree Dr, </li></ul></ul><ul><ul><li>Perkasie, Pa., 18944 </li></ul></ul><ul><ul><li>H(215) 258-2160 C(215) 527-1985 </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul>Are your leaders building team strength? <ul><li>National Credit Card 34% on Retention on Inbound </li></ul><ul><li>Insurance Co. 112% increase in sales overall </li></ul><ul><li>National Credit Card Co. 68% Save Rate on Outbound </li></ul><ul><li>National Bank 47% increase in Sales on Customer Service add-on-up selling and cross Selling </li></ul><ul><li>20% increase in Sales </li></ul>Do your leaders/supervisors coach for success? <ul><li>Employee Engagement </li></ul><ul><li>Personal & Professional Coaching </li></ul><ul><li>Diversity Certified </li></ul><ul><li>Customized Solutions </li></ul><ul><li>Sales Coaching </li></ul><ul><li>Performance Improvement </li></ul><ul><li>GAP Analysis </li></ul>Coaching <ul><li>Customized Development </li></ul><ul><li>Sales and Service Programs </li></ul><ul><li>L.A.M.A. Training </li></ul><ul><li>Agent Engagement </li></ul><ul><li>Client Engagement </li></ul><ul><li>Leadership Forums </li></ul><ul><li>Team Building </li></ul><ul><li>Performance Improvement </li></ul><ul><li>Sales/Service Results </li></ul><ul><li>Exceed ….. Expectations </li></ul>Are your agents getting the results you/they want? Call Center Kevin W Cook Call Center Sales & Service Performance Coaching & Consulting Leadership and O.D. Consulting Expected Results

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