As founder of New World Leadership, LLC (A Denver based company), Carmen Ferme provides exceptional customized training and consulting to a variety of organizations and industries. Areas of expertise include:
• Communications Skills
• Leadership Development
• Customer Service
• Business/Retail Selling
• Systems and Operations
• Presentation Skills
• Experiential Team Building
• Project and Change Management
• Conflict Resolution
If “Variety is the Spice of Life” then Carmen’s career has Tabasco written all over it!
Industries that Carmen has worked within include, Telecom, Health and Fitness, Hospitality, Food Service, Travel, and Veterinary Science.
She has worked with fortune 50-500 companies, including Sprint PCS, Sprint Corp., Sprint/Nextel, Time Warner Cable, Burger King Corporation, Westin Hotels, Avis Rent A Car, Continental Airlines, Chili’s, Steak n Ale, Spectra vision (now On Command), Olan Mills, and Tupperware Inc.
Carmen has managed coached, mentored, trained and facilitated development for leaders at every level of many organizations. She breaths life into her seminars by sharing her personal experiences, successes, as well as her lessons learned. And those lessons were not always easy!
While every experience has contributed to Carmen’s expertise, one stands out as being by far the most challenging and fulfilling at the same time: Being at the startup of the wireless endeavor (Sprint PCS) back in 1996.
In this project Carmen was responsible for ensuring the operational readiness of over 800 call center CSR's who would serve in the capacities of Customer Service, Telesales, Technical Support and Troubleshooting, Order Fulfillment, and Billing and Collections.
In 3 months, she was tasked to train on systems and process that were not yet created, that would be used in the process of activating a phone, (which also no one had seen or held), on a network that was not yet launched, using a technology that no other company was using, and which at launch would not be active in the Ft Worth metroplex, which is where the call center was based. Learning and teaching others on systems not created will test your skills and your resiliency!
The call center launched on time, and the first activation took over an hour! Carmen was there as SME to guide the CSR through the activation call, and a network was born!
Carmen loves to take on the project that no one believes possible. In many ways, she's built her career on this!
Throughout her career, Carmen has managed cross-generational teams; however, in her most recent experience she became acutely aware of a widening gap in perspectives on work ethic, apparent loyalty, and motivation.
It was clear that there were 4 different groups, all working "together" but with different desires and work "ethic"...all valid for each, but not understood by all. Requests for “flex time” and “work at home” days, were at first met with much resistance…yes even from her…because this just wasn’t the way it was done “in my day”.
New World Leadership LLC was formed as an organization dedicated to the continued growth, success and fulfillment of individuals from all generations, from any organization or industry.
My passion is to help organizations recognize the talent and uniqueness that lies in each generation, and create the desire and the means to cultivate them. Every generation brings great attributes and perspectives that if we work with them, not against them, will carry us to exponential altitudes that we may possibly never have seen before!
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