Experience Manager

• Jan 2021 - Present

Providing an excellent experience through operational efforts

Operations Specialist

• Aug 2020 - Jan 2021

Learning And Development Specialist

• Dec 2018 - Mar 2020

Training & Facilitation - Consulted with Customer Excellence Leadership about policies, updates, and pain-points. Training classes as needed such as the two examples below.• Customer Obsession Copay Policy – Trained the full Solutions staff, 3 times each day of the week on better phrasing and positioning for the benefit of the Customer, Specialist, and the Business. • Customer Satisfaction Call Flow – Partnered with UX Designer to design and develop training for Solutions Supervisory staff with examples of the new flow/script, personal experience and emphasis on most effective principles. Following my training, I assisted them in training their teams.Performance Programs - Analyzed, Designed and Developed paths to proficiency for metric facing staff. Owned the program from idea, design, development, pitch, pilot, implementation all the way to data analysis and evaluation.• The Pinpoint Program- Recurring every 4 weeks, aimed toward the underperforming specialists who struggled with critical targets resulting in the unnecessary expense on the company’s behalf.• Cut unnecessary “Truck-Rolls” by an average of 2.5% per cohort, translating to saving $15,000+• Proven by 80% course completion, direct feedback and manager feedback

Channel Partner

• Jun 2016 - Dec 2018

Created partnerships with Business Owners through excellent service, professionalism, and thorough efforts. Closed the various leads provided by personal partnerships and followed the deal till installation, making sure the Customer and the Partner were both satisfied.

Outbound Sales Specialist

• Aug 2014 - Mar 2015

Fundraising Coordinator

• Jun 2009 - Feb 2015