Kathleen Douglas
Experience
- For two years Kathleen had the unique opportunity to own a small, regional sales development company specializing in healthcare.
- Kathleen has worked with clients from a range of industries including health care, financial, high tech and managed care/HMOs
Skills
Kathleen Douglas is an organizational learning consultant with extensive experience in the adult learning field and in sales development management. Her call center management and sales development experience gives her direct appreciation of the complexity of day-to-day call center dynamics.
Accomplishments
- Design, development, & implementation of sales training for national roll-out of a financial product at American Express.
- Design, development and implementation of a lead generation department for @Hand Software.
- Best Practices Review of an existing inside operation for Verity.
- Development and implementation of strategic telesales skills (Microsoft).
- Management training (Microsoft and Nintendo of America).
- Co-design and development of relationship selling program (sold in 1995 to a national training company).
- At the start-up healthcare company, Kathleen helped grow the company into a national inbound and outbound sales development center, securing national accounts to triple gross revenue in three years. While an operational director, Kathleen implemented and managed both inbound and outbound projects as well as having overall training responsibility. In 1999 the company was sold to an international company.
- Kathleen has designed, developed and managed large-scale training projects for small and large call centers including training and/or managing for thirteen years on a three-week annual training program for a national insurance company training 300 agents to handle 120,000 inbound calls in a three month period.
- Kathleen developed and teaches three management courses for Lucent Technologies Call Center Management Certification program. Courses include: Call Center Essential (three days), Performance Management through Metrics (three days) and Blueprint for Success: Creating a Strategic Business Plan (four days).
- Kathleen holds a Masters Degree in Whole Systems Design.
