Experience

Deserve

• Financial Services
• 100 - 200 Employee

• Head Trainer

  • Jan 2022 - Jan 2023

  West Valley City, Utah, United States

• Training Specialist

  • Aug 2021 - Jan 2022

  • Analyze, Design, and Upkeep the entire training and onboarding program from the ground up in consideration with the ADDIE design model • Create and upkeep clear reference documentation for Training, such as: Job aids, user guides, glossaries, FAQs to support the successful rollout training sessions, new product launches, and systems resources • Facilitate training in a variety of formats and mediums, such as peer-to-peer, classroom facilitation, train-the-trainer, virtual… Show more • Analyze, Design, and Upkeep the entire training and onboarding program from the ground up in consideration with the ADDIE design model • Create and upkeep clear reference documentation for Training, such as: Job aids, user guides, glossaries, FAQs to support the successful rollout training sessions, new product launches, and systems resources • Facilitate training in a variety of formats and mediums, such as peer-to-peer, classroom facilitation, train-the-trainer, virtual sessions, and e-learning • Work collaboratively across all teams and departments, including remote and international employees (This includes training to stand-up an international work site) • Assess the organization's learning needs, prioritize the biggest opportunities, and create and deliver training programs to help us scale on a base of project management principles and application • Ensure high quality of work throughout the Training Department lifecycle while also supporting prompt deliverables based on fluid business requirements • Analyze, Design, Build, and continue to upkeep Knowledge Base for department, including all material found within

• Customer Service Pro

  • May 2021 - Aug 2021

  • Establish best practices to standardize customer service handling with all programs & partnerships • Credit Card application review (underwriting) • Facilitation and mentoring of new hires/team members (procedure, process, verbiage) • Lead new product launches in establishing best practices and standards for all customer communications



Roosters Brewing Co.

• United States
• Food & Beverages
• 1 - 100 Employee

• Server

  • Jun 2017 - May 2021

  Layton, Utah, United States * Created a positive experience for customers with every visit * Creatively and calmly solved and prioritized complex issues * Multi-tasked diverse set of responsibilities * Adhered to the DABC policies and state health dept. procedures



Myriad Genetics

• United States
• Biotechnology Research
• 700 & Above Employee

• Patient Advocate

  • Mar 2019 - Oct 2019

  Salt Lake City, Utah, United States * Reviewed case info. on behalf of patient test requests and portfolios * Provided high-level support to medical patients * Processed genetic test requests * Data entry and other projects * Took the initiative to optimize/build processes * Worked cross-functionally and collaboratively with peers * Was ambiguous and adaptable to change



Jet

• Retail
• 200 - 300 Employee

• Customer Service Representative

  • Sep 2016 - Apr 2017

  Draper, Utah, United States * Completed J-Curve (lead specialist) Training (December 2016) * Conducted mentorship and was a team point of contact * Assisted with improving training experience and knowledge base procedures * Conducted trend surveys for contact center * Provided world-class customer service * Sent personalized 'Thank You" cards to clients to make a lasting customer impact



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Retention Specialist Trainer

  • Mar 2016 - Sep 2016

  Ogden, Utah, United States * Certified Retention Trainer * Certified Customer Service Trainer * Built/managed onboarding program for new hires according to project/procedural requirements * Conducted New Hire Training and onboarding for the AT&T Retention Project * Trained representatives in systems, knowledge, navigation, call flow, and soft-skills * Implemented company vision, mission statement throughout facilitation * Excelled at building and maintaining a positive work culture

• Customer Service Mentor

  • Jan 2016 - Mar 2016

  Ogden, Utah, United States * Nesting/Call Floor Mentor * Conducted team training on call flow, exercises regarding soft skills, known as "team huddles" * Lead point-of-contact regarding process/procedures and associated knowledge base resources * Resolutions team member - conducted Supervisor calls * Provided peer-to-peer support in a high call volume environment

• Customer Service Representative

  • Dec 2015 - Jan 2016

  Ogden, Utah, United States * AT&T Retention project representative * Adhered to customer retention guidelines/procedures * Exceeded expectations regarding performance metrics and quality assurance * Achieved "Beast Mode" - Top Performing Agent in the first month out of training