Associate

• Mar 2019 - Present

Training & Performance Improvement Supervisor

• Aug 2016 - Mar 2018

• Supervised teams of Trainers and Training Team Leads from multiple sites while working closely with other sites' supervisors to ensure consistency and alignment of training processes and implementation. • Addressed operational needs on client specific up-trainings, training initiatives, and new hire classes. • Assessed training needs of employees and designed, developed, revised, and facilitated training programs and modules with management approval as a result of evaluation results or of changing needs in the company. • Led, trained, coached, developed, and assessed agents and non-agents in communication, customer service and other technical or behavioral areas of their position to meet objectives and maintain company policies and procedures.

Project Coordinator/Manager

• Oct 2015 - Jul 2016

• Assisted Project Managers/Engineers with presentations, research and documentation of projects. • Assisted with compilation of all project invoices and made sure to follow-up on outstanding invoices with clients and reports back to project managers and owner. • Helped facilitate projects’ day to day operations and worked closely with business owner and Project Managers and Engineers • Assisted Project Managers/Engineers with presentations, research and documentation of projects. • Assisted with compilation of all project invoices and made sure to follow-up on outstanding invoices with clients and reports back to project managers and owner. • Helped facilitate projects’ day to day operations and worked closely with business owner and Project Managers and Engineers

Operations Manager

• Apr 2015 - Oct 2015

• Helped improve the operational systems, processes and policies in support of the organization’s mission • Supervised the day-to-day operation of the site to ensure agreed standards are consistently met • Consistently monitored all front-line representatives’ scorecard, provided feedback and coaching to help them deliver excellent performance. • Represented, communicated and executed specific strategies based from program goals. • Created and conducted product and program specific training • Worked closely with other key stakeholders to align strategies with company and our clients’ goals

Inside Sales Manager

• Apr 2009 - Aug 2014

•Facilitated product/process training and training needs analysis on existing employees' performance to help improve KPIs.•Managed customer service resources in an effective and efficient manner •Focused in delivering positive customer experience according to company’s standards •Developed team's sales and customer service capabilities.•Monitored and evaluated metrics and identified required actions necessary to achieve service level and quality targets, maximize first time call resolution, and minimize customer complaints, transfers, and escalation •Conducted formal employee performance reviews, established development plans and as appropriate, initiated promotions, pay adjustments, disciplinary actions, and terminations

Customer Technical Training Senior Analyst

• Nov 2006 - Apr 2009

•Partnered with the business and customers to assess and customize training based on current and future needs.•Performed Peer-Level reviews on other training packages and classroom performance for writing and delivery skills.•Normally received general instructions on routine work, and more detailed instruction on new projects or assignments.•Tailored new product and vitality training curriculum to support a global training audience.•Delivered technical training curriculum to customers through a combination of lecture and hands-on lab exercises.•Assisted in the development and review of new training materials by analyzing customer feedback and providing feedback for recommended revisions to course curriculum.•Worked closely with other Dell departments to continuously improve the effectiveness of the technical content and its delivery.•Provided feedback to management on classroom performance and customer experiences and recommend actions for improvement.

Training Officer

• Aug 2004 - Oct 2006

•Adhered to schedule of training programs •Conducted training consistent with internal and external training requirements •Facilitated training classes covering customer service/sales/technical skills, company policies and procedures, client information, and computer basics •Accountable for the quality of all agents certified to join Operations •Implemented refreshers/uptraining sessions for current certified agents •Developed and designed training courses complete with training guide •Assisted in coaching trainees on areas for improvement during training •Measured and analyzed training effectiveness for program improvement to help increase agent performance on the job

Technical Support Engineer

• Jun 2003 - Jun 2004

•Assisted internal/external clients in resolving hardware and software related technical issues. •Assisted internal/external clients in resolving hardware and software related technical issues.

Technical Support Engineer / Team Lead

• Oct 2002 - Apr 2003

•Assisted clients in resolving network technology related technical issues. •Conducted weekly KPI evaluations for technicians •Assisted clients in resolving network technology related technical issues. •Conducted weekly KPI evaluations for technicians