Training Specialist

• Jan 2022 - Present

Trainer

• 2019 - Jan 2022

Responsibilities: Delivering in-person & online classes to jobseekers on customer service, sales, resume building, interview techniques, Growth Mindset, and Financial Literacy; Created and facilitated classes to employees on National Retail Foundation course, Workplace Essentials, and Leadership Workshops to Management. Achievements include – • Design, Delivery, Implementation, and Evaluation of learning experiences for 3 different curriculum applying appropriate learning solutions based on Adult Learning Theory and Instructional Design best practices. • Created National Retail Foundation workshops for Retail Store Managers centered around topics that include Customer Service, Sales, and Leadership Best Practices. • Recognized for ability to pivot during pandemic, transitioning live training to online without any negative impact to calendar, and developing classes for Goodwill employee development. Show less

Regional Development Manager

• 2014 - 2018

Responsibilities: Teaching, field coaching, leading, mentoring, and monitoring multiple ongoing classes for new hire Sales Representatives with respect to sales skills/techniques, goals, metrics, and performance improvement.Achievements include –• Received Delta Award as “Customer Experience Champion” for helping with launch of company-wide initiative.• Developed and launched curriculum across all areas in California which improved the sales performance of low-to-mid performing veteran sales reps in Direct Sales and in a Retail environment. (Class participants exceeded goals in multiple metrics up to 1200% to goal.)• Worked with HR on creating a program to improve Churn/Attrition in Direct Sales. Show less

Sales Development Manager

• 2012 - 2014

• Supervise a team of 10 – 15 Direct Sales Representatives; Accountable for performance of entire office, hiring & developing New Hires, and maintaining a positive work environment.• Company recognition for ability to lead team through change in 2013.• Coached high potential reps to become SME’s in team and promoted 2 reps to leadership positions.

Call Center Repair Supervisor

• Apr 2009 - Jan 2012

Responsibilities: Accountable for operating efficiency of team, staff development, & associate morale as well as coaching associates to metrics to execute on business goals. Effectively deal with change & shifting priorities.Achievements include –• Successfully managed team while involved in various projects as Sales Champion of the call center.• Recognized by Director for creating/ facilitating workshop among supervisors to improve teamwork.

Comcast University Care Trainer

• Sep 2006 - Apr 2009

Responsibilities: Manage employees during training to include performance & behavioral counseling. Evaluate learning and use data to upgrade curriculum & identify learning opportunities.Achievements include –• Developed new curriculum using ADDIE Method to improve performance of New Hires within first 3 months while effectively managing assigned projects within project requirements, quality, & timelines.

Trainer

• 2005 - 2006

Responsibilities: Analyzing Sales and Leadership Training needs of company & deliver classes to various levels of staff which include new hire sales representatives, veteran representatives, managers, and executives. Achievements include – • Recognized for creating/ facilitating classes in October 2005 resulting in record-breaking sales results in company history for the months of November 2005, February 2006, and March 2006. • Partnered w/ departments to enable cross-referrals marking first time products are sold across the company. Show less

Customer Service Team Manager

• 2004 - 2005

Responsibilities: Guiding & leading 20 – 30 phone associates to meet/exceed metrics in Sales & Service. Achievements include – • Developed and mentored multiple agents leading to promotions within company during tenure. Responsibilities: Guiding & leading 20 – 30 phone associates to meet/exceed metrics in Sales & Service. Achievements include – • Developed and mentored multiple agents leading to promotions within company during tenure.

Performance Improvement Coach/ Training Development Facilitator

• 1997 - 2001

Responsibilities: Facilitate entry level to leadership classes for Customer Service & Support Call Centers; Own the maintenance and facilitation of all onboarding materials and programs across all levels and all categories. Achievements include – • Created curriculum & developed training programs as needs are identified. Involves creating all materials, preparing job aids, organizing on-the-job training portion, & supervision of entire process. • Recognition through 12 Spirit Celebration Cards within past 2 yrs for various reasons such as: effective delivery of various classes/ leadership skills/ direct involvement with call center initiatives/ supervision of projects. • Established a Training Program (306090) in center implemented Nationwide within all company call centers. • Designated as E-learning champion to lead Web Based Training for 2 different lines of businesses & became main consultant for different initiatives while involved in Toastmaster Speaking Network. • Developed classes to help associates build clear career objectives & to increase associate retention. Show less