Experience

• 

  GoDaddy

  • United States
  • Technology, Information and Internet
  • 700 & Above Employee

  • Senior Instructional Designer

    • Sep 2022 - Present

  • Instructional Designer

    • Oct 2020 - Aug 2022

• 

  Nintendo

  • United States
  • Computer Games
  • 700 & Above Employee

  • Training Specialist

    • Jul 2014 - Sep 2020

    As a Training Specialist for the Nintendo Contact Center, responsibilities include training facilitation and instructional design for phone, email, chat, SMS, and back-office agents which is required for them to be successful in their respective areas. This includes technical training for tools, network support, products and services and customer service. • Training Facilitation• Instructional Design• Training Coordination• Collaboration with Partner Center Trainers• Training Administration and Reporting

  • Team Leader

    • Feb 2011 - Jul 2014

    As an Advisor/Team Leader in the Nintendo Contact Center, duties included monthly reviews, behavior-based coaching, tracking performance metrics and building relationships with my team. I managed various interdepartmental projects. I also took Tier 3 contacts for escalated consumers providing outstanding service and restoring smiles. • Monitored team contacts for quality.• Provided coaching and feedback to teams of up to 23 agents.• Drove calibration calls with members from all partner centers to ensure consistency in quality across all contact centers.• Developed and maintained a knowledge base for handling escalated, tier two contacts.• Managed various departmental projects.

• 

  Parker Staffing Services

  • United States
  • Staffing and Recruiting
  • 100 - 200 Employee

  • Contact Center Lead (Contract) at Nintendo of America

    • Oct 2010 - Feb 2011

  • Associate Consumer Service Representative - Advanced Network Support at Nintendo of America

    • Oct 2008 - Oct 2010

• 

  Starbucks

  • Store Manager

    • Jan 2001 - Aug 2008

    As Store Manager of Redmond North Starbucks, duties included recruitment, employee development, various human resources tasks, executing promotional campaigns, profit and loss analysis, and customer engagement by creating the “third place” for everyone that walked through the door. • Recruited, trained and certified employees in the Barista, Shift Supervisor, and Assistant Manager roles.• Developed and promoted employees to a variety of leadership positions within the company.• Managed employee performance by writing and delivering biannual reviews, daily coaching, and individual one-on-one meetings with my team.• Challenged each employee to set individual sales goals. I held regular check-ins with each employee to help them achieve their goals. • Identified, communicated and delegated parts of the business to the supervisor team to ensure smooth flow of operations and to provide a development opportunity.• Regularly solicited customer feedback to understand customer needs and the needs of the community. • Set up weekly coffee tasting seminars for consumers which resulted in an increase in whole bean sales.• Worked with store manager peers to ensure proper staffing levels throughout the district of nine stores by forecasting staffing needs, holding recruitment events at my store, and interviewing potential employees.