Chester Lohman

Hi, I'm Chester Lohman. I'm looking for opportunities in the learning department of a forward thinking company.

Chester Lohman's Bio:

Chester Lohman's Experience:

• Consultant (USCC Project) at The Cara Group

  December 2012 - July 2013

  Partner with CARA & client peers to create a positive learning environment where participants (14,000 associates, franchisees, vendors & partners) can begin to develop mastery of a new billing & POS solution as well as associated processes & policies using an existing role-based curriculum with 80+ courses including traditional and virtual classroom. Also responsible for collecting and sharing data regarding the efficiency of the training curriculum in an effort to improve said material.

• Experienced Training & Management Professional at Self Employed

  April 2010 - December 2012

  see www.chesterlohman.info for my resume or www.chesterlohman.com for more information about me.

• Project Manager II at Telerx

  April 2011 - December 2011

  Offered insight to better and more efficient management of HardMetrics software (Call Center Performance Manager). Involved with redesign of Object, Measurement & Metric hierarchies. Supported project roll-out company wide, including but not limited to, creation and presentation of training package for post rebuild tool. Manage cleanup, performance improvement and daily activities surrounding HardMetrics.

• HardMetrics Implementation Manager at TCIM Services

  November 2000 - April 2010

  o 2009 - Introduced finance department to HardMetrics reporting; saved $50,000 in salary revenue the first month. o 2010 - Facilitated design and training for over 200 representatives in 4 call centers on new software implementation. Training completed & agent-usage at requested levels by deadline. o 2007-2010 - Payroll Process Improvement; formulated solutions focusing on a streamlined and accurate payroll reporting system, overcoming the challenges of constantly changing contracts. o 2007-2010 - Payroll Process Improvement; standardized payroll department codes across all locations. Simplified payroll hours tracking & supported hours reduction company-wide. o 2006-2010 - Managed Hardmetrics; a centralized resource for all performance data across the company. My responsibilities included facilitating validation of all Inbound & payroll data, creating & publishing reports and training all managers, including the company president and the owner, on the practical use of HardMetrics. A resource as comprehensive as HardMetrics offered every manager the ability to identify performance gaps, financial loss, and negative trends, equipping them with the foundation for increasing efficiency at all levels of the company.

• Development Coordinator, Training Manager, Lead Trainer, Trainer at TCIM Services

  November 2000 - April 2010

  o 2002-2003 - Working with a team of peers, reduced a 200 hour training package by 40 hours. Average savings per class = $46,000 for each following class. o 2002-2003 - Invited by the client (AT&T LD) to consult with the curriculum design team, affecting improvements to the training material for all vendor and client training. o 2000-2004 - Earned 5 promotions during the first 3 years at TCIM Services. o Designed & updated training material based on internal or client demands. o Managed logistics around classrooms, materials, schedules & other needs for a group of 12 trainers & 10 classrooms on a consistent rotation, including training new-hire classes as needed. o Evaluate & gather feedback on training material, offer feedback to client on necessary changes &/or improvements. o Monitor, coach & develop training staff, encouraging professional growth.

• External Quality consulting and reporting management at TCIM Services

  January 2004 - February 2007

  o 2004-2007 - Improved performance throughput for the team based on data analysis, training & coaching of direct reports, to achieve contractual obligations for 10 consecutive months. o 2004-2007 -Suggested changes in agent call handling protocol; predicting a 5% increase in JD Powers's results. o 2004-2007 - Identified changes to agent call handling protocol to reduce AVG 60 min calls times by 6% o 2004-2007 - Compiled data resulting in a 3% decrease in transfer requests by customers speaking to offshore agents. o 2004-2007 - Managing all design and GUI changes to Qjac; combined with accurate and comprehensive reporting based on data derived through Qjac, generated over $2MM in revenue. o Acted as first point of contact with client for all reporting needs. Second point of contact for team management. o Compile information gathered from the monitoring team. Generate reports directed towards improvement of service levels, consumer perception or cost savings.

• Retail Sales Rep at VOICESTREAM (T-MOBILE) WIRELESS

  January 1998 - January 2000

  Discovering a need for advanced knowledge regarding wireless technology and handsets; I performed my own research and located experienced resources such as tower engineers. My initiative received recognition throughout the region and earned me the title Subject Matter Expert for wireless technology. 1999 - Received the Superstar Challenge award for top sales in a tri-state area; during the first 90 days of employment. Competing against all sales personnel, including account managers; I activated over 100 new contracts; establishing a strong client base to build from.; Provided exceptional customer service while designing comprehensive travel package utilizing American Airlines services and software.

• Vacation Specialist at Trase Miller

  September 1998 - December 1998

  Provided exceptional customer service while designing comprehensive travel package utilizing American Airlines services and software.

• 2nd assistant manager at QuikTrip

  December 1996 - August 1998

Chester Lohman's Education:

• Certified to train ACT AT&T Long Distance customer care

  2000 – 2004

• Tulsa Central High School

  1987 – 1990

Chester Lohman's Interests & Activities: