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MS Office 2003

Mission Statement

T&D's mission is to cultivate a workforce that is knowledgeable, skilled, and motivated to improve themselves professionally and personally; setting a standard of excellence in job performance, customer satisfaction, and community involvement resulting in sustained profitability.

T&D Success Stories
1^st Quarter Accomplishments 2009

• Focused 10% of our time becoming more knowledgeable about our products and services through Agent side by sides, 3rd earring, and attending product trainings
• Supported ODD by developing behavioral and job specific competencies regarding the organization in hiring, performance management, and succession planning
• Developed and facilitated a practice of bridging the gap between new hire mentoring and achieving Agent goals by introducing P3 (Progress Productivity Plan) to help agents focus on the call flow and communication
• Implemented a language project at the PV Call Centers with almost 30 people registered for Rosetta Stone Portuguese and Spanish and as of 4/17 our participating Agents and employees:
1. Are averaging a robust 96% on lessons completed
2. With about 155 hours learning clocked on the quest to being the world leader in market insight globally      
• Redesigned both the TSRs new hire orientation (TSR Foundations) and mentoring materials and processes to ensure staff understand their roles and how to achieve operational goals
• Obtained Rio Salado accreditation for our TSR Foundations workshop, thereby reducing the amount of funding requested for tuition reimbursement and we will continue seeking out the most reasonable, cost-effective ways to implementing our goals, projects, and learning initiatives
• Customized and presented MS CRM training to meet the individual needs of specific roles in Sales and Marketing
• Partnered with Sales to develop a campaign training template to provide our customers and PMs a tool to create communication and training materials that meet the needs of our Agents thereby improving effectiveness
• Designed and delivered a cost effective Channel Partner communication and training solution to Operation’s Management so they can facilitate as needed education to Agents regarding the “channel out of the box” product and features
• Supported IT’s ongoing Intelesight roll out efforts by providing timely communications on new features and fixes to the entire company
• Increased the number of VITO certified Agents by 21, Level 2 certified Agents by 22, and 10 ladies are now Microsoft Expert certified
• Helped TOPS recruit five volunteers for the interviewing skills workshop
• Developed a relationship with an ASU Professor of Mathematics and Natural Science who has agreed to work with our data and give us solid recidivism numbers and saving Televerde upwards of $100,000 by offering apply for a grant to fund the project
• Developed an Agent Journaling Process, in association with the management team, to track daily, weekly, and monthly progress toward goals which help Agents track their accomplishments, challenges, opportunities, training, and areas of personal development while adding to their level of personal accountability for Televerde’s success
• Partnered with each department to ensure Training and Development has representation at the beginning of learning and performance enhancement projects to ensure Televerde achieves the best possible results such as development and co-facilitation of Performance Management workshops for Televerde managers