Peggy’s Projects

National non-profit supporting wounded veterans
March 2006 to Present: Created and managed a virtual call center program to provide flexible part-time jobs for severely wounded service member families.

Jacksonville Public Library Foundation
March 2005 to February 2006: Assisted with Much Ado About Books fund raising event processing then assumed office administration role on a temporary, part-time basis.

Emergency Debt Relief
August 2003 to September 2003: Spearheaded the introduction of a quality assurance program for client contact processes.

University Christian School
December 2002 to June 2003: Assisted with public relations.

Truly Nolen of America, Inc.
January 2002 to November 2002: Developed and implemented business development systems in Florida and Texas regions of the largest family-owned pest control company in the nation.

S & S Biopath – Subsidiary of Schleicher & Schuell
March 2002 to May 2002: Recruited representatives as well as a sales and service manager for manufacturer in the microbiology filtration industry.

Meristar Resorts
July 2001: Developed and delivered sales training for front line employees and supervisors in a multi-resort reservation center.

First Federal Bank
June 2000 to August 2000: Created a self-paced curriculum for sales training needs and provided an interactive workshop for a centralized banking service center. As a result, the center experienced significantly higher service scores and an immediate 20% increase in sales activity.

ARFE America, Inc.
February 2000 to June 2000: Assisted with trade show, outbound telesales pre-show attendee contact, and the launch of a North American hospitality in-room safe marketing campaign for a manufacturer located in Spain.  

Hewlett-Packard
March 1998 to December 1999: Created and delivered training programs for a blended case management 250-seat inbound call center environment. Educational programs for that HP employee service center included an initial two-week individual contributor training with instructor and student manuals, classroom visuals, participative learning exercises and scenarios, and quizzes, mentor training, and train-the-trainer courses. Project also included providing a framework for a job skills certification program.

Lucent Technologies
February 1998 to December 1998: Provided representative training and evaluative follow-up consultations for a start up outbound telesales program at Lucent Technologies.

Hewlett-Packard
September 1997 to January 1998: Screened applicants remotely by phone and interviewed on-site for call center representative staff selection.

Summit Training Source
January 1997 to April 2001: Provided sales training and coaching for full account management outbound telesales team of $6 million safety training company.

American Direct Business Insurance
January 1996 to May 1996: Created and delivered an initial training program for a business insurance company start-up, with resultant sales 20% over quota.

Hewlett-Packard
September 1996 to November 1996: Fulfilled data management supervision role in human resources record and benefit administration unit during the manager’s leave of absence.

Hewlett-Packard
November 1995 to March 1996: Provided inbound call center start up planning assistance including ergonomic workstation recommendations and floor plan, researching and evaluating vendor products. Created the staff selection process and served as the project leader of the interviewing team that selected the original staff to open the center.

Art of Barter
January 1995 to January 1996: Assisted with start up sales and marketing for barter company.