Accomplished leader in call center environments. Expertise in Training and Management with extensive experience. Unique strengths include, capacity to adapt to new software, strong coaching skills and the ability to develop and motivate a successful team. Worked with clients of a variety of industries with noted success in the Marketing Research, Collections and Customer Service industries

EMR Consultant/Conversion Specialist @ Implementation specialist and Go-Live EMR trainer proficient in Millennium; Power Chart; Firstnet, SurgiNet, RegSched. From May 2015 to Present (6 months) Kansas City, Missouri AreaLearning &Development Specialist II @ Member of the organization operations team. Responsible for integration of EDS learning solutions into the HP Learning Management system. Created organizational policies and SOP’s. Acted as advisor for global team into different levels of solutions. Created training for advocates and management level employees. • Designed and developed multifunctional online submission forms which reduced our turnaround time by 50% and errors by 35% • Developed and managed an initiative that utilized virtual training to increase the marketability of my team by improving their industry skills • Successfully developed new reporting that was utilized by our people managers which offered an overview of team and individual accomplishments thus allowing billable hours to be tracked more accurately for our clients • Organized and managed a virtual training series which marketed our organization within the company • Implemented and designed a newsletter which increased team knowledge of policies and procedures. This increased usage of certain tools with more knowledge • Successfully launched program with use peers in development and delivery of certain tools within the organization which increased team knowledge and freed up time for others to focus on other initiatives From February 2011 to August 2014 (3 years 7 months) Des Moines, IowaClient Trainer @ Partnered with client and leadership team to maximize performance of call center staff. Responsible for creating effective learning environment. Administered testing measures to ensure comprehension of training material. Responsible for conducting training classes for new hires and also on-going training for current for a staff of 250 agents • Developed and delivered training to staff. Resulted in increased customer retention by 15% • Client start up at internationally locations, including setup and training of top level staff and call center representatives • Coached call center staff of 200 on updated processes and procedures • Contributed to the development of online resources for agent reference • Redeveloped onboarding training with was interactive and increased knowledge for new hires • Launched many new product trainings, this included curriculum development and courseware. From October 2007 to January 2011 (3 years 4 months) Des Moines, Iowa AreaCustomer Service Supervisor @ Driving key performance indicators and client-specified metrics on a daily, weekly, monthly basis. Leading a team of 20-30 customer service representatives. Delivery of coaching, monitoring, and performing quality assessment. Training on customer service skills; Performed quality reviews, assisted with questions and troubleshooting customer accounts. Managing agent payroll and disciplinary processes on an ongoing basis. Interviewed potential placements from temporary agencies. • Coached team on soft skills increased team metrics by 10% to meet client specifications • Acted as attendance supervisor and increased attendance by 15% • Implemented new metrics to increase agent productivity. • Created new procedure to acclimate agents to the call center floor. This increased retention of agents by 20% From August 2005 to October 2007 (2 years 3 months) Des Moines, Iowa AreaQuality Assurance Analyst @ Performed quality reviews of all call center agents to measure performance against contact regulation, Proposed and implemented procedural/system solutions to meet needs and improve overall performance. Determined related training needs and provided training to internal staff as needed. Gathered and analyzed quality statistics to determine trends and documented findings for management review. Responded to questions from customers, management, clients, agents and outside auditors regarding quality issues. • Developed new tracking spreadsheet to track monthly review quotas which increased the number of agents touched. Tracker was used as a template and utilized though out the division. • Traveled to new location to set up client and train staff of policies and procedures. From August 2002 to August 2005 (3 years 1 month) Des Moines, Iowa AreaSenior Call Center Representative @ Defines and resolves complex customer problems. Assisted customer contacts on routine matters with one call resolution. Monitoring customer questions and complaints to ensure adherence to client procedures. Researching problem areas and document processes used to correct issues. • Maintained 0% after call work for a two year period. • Recognized by client for high quality calls From August 1999 to August 2002 (3 years 1 month) Des Moines, Iowa AreaOwner @ Built relationships with clients with accurate data collection and reporting. Ensured accurate statistical analysis of data. Overseeing day-to-day operations. Hired additional staff as needed to complete contract deadlines. • Completed doctor study with on time delivery. From 1997 to January 1998 (1 year) Des Moines, Iowa AreaOperations Manager @ Provided leadership, coaching and support to all staff members. Attended to all personnel functions such as interviewing, hiring, performance appraisals and counseling. Acted as main client contact including but not limited to billing, data collection review and quality assurance measures. Ensured accurate statistical analysis of data. Overseeing day-to-day operations. From June 1996 to January 1997 (8 months) Des Moines, Iowa AreaShift Operations Manager @ Provided leadership, coaching and support to staff of 85 employees. Administer personnel functions such as interviewing, hiring, performance appraisals and counseling. Oversaw supervisor staff and their personal functions ensured all project deadlines met. From July 1991 to June 1996 (5 years) Ankeny, Iowa

Tosha Brooks is skilled in: ITIL, Data Center, Virtualization, IT Service Management, Cloud Computing, Outsourcing, Program Management, Team Leadership, Leadership, Project Management, Management, Process Improvement, Change Management, Training, Call Centers, Customer Service, Coaching, Human Resources, Microsoft Office, Service Delivery, Performance Management, Team Building, Vendor Management, HP, Solution Architecture