Vice President @ International Customer Service Association
Director, Learning & Development / SBCG @ Intuit
National Board of Director @ PACE - Professional Association for Customer Engagement
BS, Specialization Training & Human Resource Development @
University of Wisconsin-Stout
Results-driven executive with over 28 years experience in training,quality, leadership development, curriculum design, program development, virtual eLearning design/delivery, performance improvement, conuslting, and project management. Industry experience includes BPO and consumer call centers, high volume manufacturing, and defense contracting. Skilled in leading large multiple center operations, including opening both domestic and international operations while leading training and quality
Results-driven executive with over 28 years experience in training,quality, leadership development, curriculum design, program development, virtual eLearning design/delivery, performance improvement, conuslting, and project management. Industry experience includes BPO and consumer call centers, high volume manufacturing, and defense contracting. Skilled in leading large multiple center operations, including opening both domestic and international operations while leading training and quality professionals to deliver business-driven results and to implement large scale improvement solutions. Able to identify strengths and opportunities and implement change in a collaborative and productive manner. Expert in curriculum design, presentation, performance consulting/analysis, staff development, strategic planning and budgeting, with demonstrated ability to employ quality improvement processes while returning results to the bottom line.
TRAINING DELIVERY AND CURRICULUM DESIGN (ISD)
eLEARNING DESIGN AND VIRTUAL DELIVERY
LEARNING MANAGEMENT SYSTEMS
TOTAL QUALITY MANAGEMENT
CAUSE-EFFECT PROBLEM SOLVING
TEAM-BUILDING / STAFF DEVELOPMENT
QUALITY MONITORING SYSTEMS
CUSTOMER SERVICE OPERATIONS
SOCIAL TOOLS AND GAMIFICATION
INNOVATION LEADER / MENTOR
Vice President @ Our Mission is to advance, strengthen, and promote the industry of Professional Customer Service. We exist to assist individuals and organizations with their professional growth, development, and recognition, and to link service professionals world-wide.
Our Vision is to be the LEADING provider of programming and resources at the strategic, operational, tactical levels. By doing so, we will advance awareness of the importance of customer service within organizations, and position Service Professionals as THE MOST vital element of any organizations growth strategies. We will assist our members and their organizations reach their professional growth and customer satisfaction goals and objectives.
www.icsatoday.org From May 2015 to Present (8 months) Director, Learning & Development / SBCG @ From January 2014 to Present (2 years) National Board of Director @ From January 2014 to January 2015 (1 year 1 month) Board of Directors: Director of Communications @ From January 2011 to January 2014 (3 years 1 month) Executive Director, Enterprise Performance Development @ Corporate Executive responsible for Global (Domestic and International) Training, Quality, Curriculum Design, Performance Improvement, Executive/Leadership Development, Mentoring, Coaching, and Performance Systems for Enterprise Operations. Responsible for ensuring all performance models are consistently deployed and match/link company culture and branding to drive results and exceed client expectations in order to delight their customers. Industry expert in virtual and premise training design, development, delivery, and measuring/achieving return on invenstiment. Support all business development activties to win new business and grow existing revenue. Partner and network with industry experts to benchmark best practices and ensure innovation and practical implementation. From November 2000 to January 2014 (13 years 3 months) Bloomington/Normal, Illinois AreaSr. Director of Performance Development @ Corporate Executive responsible for Training, Quality, Curriculum Design, Performance Improvement, Coaching, and Performance Systems for all Contact Center and Receivables Management Divsions. Re-built training and quality organizations to align to performance-focused and deliver bottom-line financial results to Afni Owners and Clients. Implemented career-pathing for all employees, while decreasing support costs and increasing performance metrics. Through efforts have increased revenue and operating income while achieving top vendor customer experience results. From November 2004 to November 2012 (8 years 1 month) Owner @ From January 2004 to December 2004 (1 year) Director of Training/Quality @ From September 2000 to May 2004 (3 years 9 months) Training/Quality Manager @ From 1998 to 2000 (2 years) Technical Training Manager @ From 1995 to 1998 (3 years) Training Supervisor @ From 1991 to 1995 (4 years)
B.S., Voc Tech Adutl Ed @ University of Wisconsin-Stout From 1998 to 2000 BS, Specialization Training & Human Resource Development @ University of Wisconsin-Stout From 1998 to 2000 Certificate, Industrial Electricity @ Spokane Community College From 1979 to 1981 Don Yager is skilled in: Team Building, Organizational Development, E-Learning, Leadership, Staff Development, Strategic Planning, Project Management, Performance Consulting, TQM, Learning Management Systems, Customer Service Operations, Training Delivery, Training, Consulting, Budgets
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