Expert profile: Martie Kernodle

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Martie Kernodle is the co-founder of the Business Behavior Institute, a 
certified woman-owned training and consulting firm. The firm specializes in 
human and organizational performance. 

Ms. Kernodle is a business behavior expert, experienced consultant and 
award-winning international trainer. In the past 25 years, she has given over 
3,300 seminars and keynotes on three continents. She has trained over 100,000 
people in client relationship development, customer service and managing / 
developing a call center. She has an engaging approach that motivates you to 
embrace new concepts and master new skills.

Martie is an expert in human nature and human behavior, with emphasis on 
relationship development and customer service. Formerly, she was:
 - President of the Kernodle Group 
 - Senior Course Leader for the American Management
 Association, and 
 - Manager of two call centers at Hallmark Cards:
 Tel-Sales and Team Marketing. 

Her real passion is call centers, where she has a wealth of experience both as 
a Call Center Manager, consultant and trainer. She pioneered the development of 
Hallmark Card’s Telephone Sales Call Centers. She
 - established call center policies and procedures 
 - created hiring criteria and an interviewing
 process for hiring call center representatives
 - developed training manuals 
 - developed courseware for Initial and Advanced
 Training Workshops
 - set up pay and bonus structures
 - created performance development plans
 - hired over 100 representatives and managers 
 - met sales objectives in both call centers for 11
 consecutive years.

Memberships include:
 - Society for Human Resources Management
 - American Society for Training and Development
 - Kansas City & Lee’s Summit Chambers of Commerce 
 - US Women’s Chamber of Commerce
 - National Association of Women Business Owners
 - Kansas City Society of Association Executives
 - Board of Directors, Education First