Resume

1. Betty DeHart
bettydehart@cox.net 7755 E Thomas Rd Unit 4 Scottsdale, AZ 85251
Cell: 480 246-0587
SUMMARY
Energetic results oriented leader with all-encompassing skills and records of accomplishment in
training, sales, staffing, and motivating others. Adept at identifying and executing sales strategies that
will capitalize on growth opportunities via analysis, product knowledge, development, and sound
business expertise. Dynamic, motivated, enthusiastic, and inspirational mentor, as recognized by all.
KEY SKILLS
• Event Planning • Training & Development • LMS Learning Systems
• Project Management • Internet & Research • Budgeting & Forecasting
savvy
• Call Center Sales • Business to Business • Customer Service
Sales
• Process Improvement • Creative Problem- • Marketing
solving
• Fun • Team Building • Sales
• Diversity • Records Management • Performance Management
Management
TRAINING & MANAGEMENT EXPERIENCE
System Knowledge: DWS, OMS, Snag-it, RightNow, Live Ops, PeopleSoft, EZ Glass, TMS,
AS400, Remedy, D.E.C.A.L.S, E-TIME, FACS, Access, EGIS II, EMC2, Blackberry (LMS), Legacy,
Microsoft Office, Excel, Access, Consulting Plus, Dial Up Networking, Windows 7, XP, & NT,
CBT’s, PowerPoint, Visio, RightNow, SharePoint, CC mail, Lotus Notes.
Sales Trainer, Advantage Sales & Marketing Campaigners El Segundo California, 2008- 2010
DIRECTV Telco Teams, Campaigners - A Division of Advantage Sales and Marketing
• Professionally conducted onsite visits to 14 call centers, with formal classroom and one-on-one
coaching, training promotions, service changes, and selling skills.
• Awarded 2009 Commercial Trainer of the Year.
• Built strong relationships on behalf of DIRECTV with employees creating an upbeat atmosphere
for sales and improved confidence by making the experience interactive, engaging, and reassuring.
• Developed manuals, trained, and mentored all new ASM business sales trainers at clients call
centers located in 28 states.
• Completed visits with the Verizon, Qwest and AT&T Regional Sales Managers in representation
of DIRECTV’s product line aiding with system launches, sales events, and promotions.
• Promoted in-depth knowledge of the client’s services and trained the most effective closing sales
techniques, increasing DIRECTV product earnings within the Verizon call centers by 1500%.
• Coached AT&T, Verizon, Qwest, and Fairpoint call centers teams to 1st place in league.
Training Specialist, LifeLock Tempe Arizona, 2007-2008
• Honored by CEO Todd Davis with LifeLock’s ‘glass apple’ award as a great inspirational trainer.
• Served as front-line guru as the voice of LifeLock for all new hires orientation and on-boarding
through ongoing education and skills training.
• Lead participants throughout four levels of learning: awareness, knowledge, skill, and mastery.
• Initiated KPI’s (Key Performance Indicators), quality standards and procedures, as coaching tools
in employees’ development for new 250 seat center.
• Planned, customized and trained workshops to improve staffs ability to multitask, improve
technical system skills, and after call work efficiency levels.
Customer Service & Sales Manager, JC’s Glass 2006-2006, Tempe Arizona

2. Betty DeHart bettydehart@cox.net __ Page 2
• Managed local office and team of 12 inbound telephone customer service/sales consultants.
• Increased the team’s access and availability from 71 to 89% by assessing, developing joint goals,
documenting action plans, and restructuring team’s skill sets.
• Reduced abandons from 20% down to 5% by monitors, coaching and motivational goal setting.
Office Manager, Marketing Expert, Save Avenue 2003-2006, Scottsdale Arizona
• Adhered to all budget guidelines while submitting reports, office management, resolved pay-out
commission errors, payroll, and schedules.
• Resolved daily issues of process and product knowledge, customer service, ticket input, escalated
issues, coaching, and trend analysis for three businesses: RedBall Mall, Save Avenue, and
Camelback-IT Solutions.
• Assisted clients in maximizing their advertising dollars and saved the sales in monthly revenues
over $150,000.00.
• Attended conventions as buyer for obtaining new-fangled products, ideas, and business partners.
• Develop and implement campaigns involving the sale of promotional products, design of web
sites.
TIS-Team Integration Specialist-OJT Assessor-LMS Field Support
Advanced Interactive Systems Contractor 2002-2003, Seattle Washington
• Promoted within one month from OJT to TIS.
• Coordinated all aspects of OJT (On the Job Training) assessment TSA recruits: training,
observations, and team reviews.
• Evaluated and documented, 60 hours of OJT performance while providing world class coaching.
Training Manager QWEST / USWEST Communications 1993-2002, Phoenix Arizona
• Received ‘Spirit ‘award, as voted by peers as being a passionate and inspirational leader.
• Delivered and coordinated learning for new employees in 400-seat call center, consistently
achieved highest possible feedback rating.
• Designed and delivered hands-on Sales & Service Initial Training (IT) classes. IT classes of 17 to
40 new hires in a 12 week Internet Based Training (IBT) graduating 98%.
• Produced six stellar students, in one class, who attended the 1999 President’s Club for achieving
over 150% sales goal in a one-year period.
Sales Consultant 1983–1993,
• Expert level knowledge of the Sales Center Negotiation Process: establishing trust, Rapport-
Interviewing- providing Solutions, and Closing sale (RISC).
• Maintained weekly account responsibilities for over 150 Small Business’s, delivering exceptional
customer service.
• Awarded Presidents Club for achieving 165% of sales goal in a one-year period, revenue
exceeding $1,000,000.00 dollars.
• Prospecting sales analysis expert achieving outstanding rating on all annual reviews.
• Previous positions:
Team Leader
Phone Center -retail
Methods and Procedures Analyst
Customer Service Representative
CORPORATE & SELF-EDUCATION
Graduate work in Masters of Counseling – University of Phoenix GPA 3.61
Bachelor of Science Dual Major of Speech and Public Relations -
University of Central Missouri, Warrensburg, MO

3. TSA Screener Certification Training LMS Computer Field Support
Bob Pike’s Creative Training Techniques Dale Carnegie
Information Mapping Tom Hopkins
Landmark Education Graduate Certified Red Cross Water Safety Instructor