Experience

Solugenix

• United States
• IT Services and IT Consulting
• 500 - 600 Employee

• Lead Corporate Analyst

  • Jun 2016 - Present

  Integral part of a team that launched a Support Center for Mentor – a Johnson & Johnson Medical Device Company. Performed a full range of facilitation and support functions related to training and quality assurance to ensure the Customer experience and business objectives are met. Training and Development ■ Collaborated with Johnson & Johnson’s Medical Devices SME to develop, implement and facilitate customized onboarding training program for the Customer Service business unit. ■ Worked with other business units to develop an onboarding training program. Business units included: ■ Consignment ■ Intake and Warranty ■ Device Tracking ■ Warranty Enrollment ■ Accounts Receivable ■ Provided development training for identified leadership to build skills to manage their teams. Examples of the trainings: ■ Characteristics of a Leader ■ Coaching and Feedback ■ Effective Meetings ■ In 2019, developed and launched a new Solugenix Leadership Development Program incorporating Everything DiSC Management and the Inaugural Corporate Toastmasters Club. The Leadership Development Program is on-going, and sessions are developed based on surveys, business needs and Sr. leadership recommendations. Quality Assurance ■ Developed quality control to ensure compliance with SOX (Sarbanes Oxley) audits for the Customer Service business unit. ■ Worked with other business units to develop SOX quality control processes. ■ Developed a standardized quality program to monitor and score calls to maintain a consistent level of customer service to our customers for all business units. ■ Created reporting for quality activities (audits and call monitoring) to track results per representative. Show less



Frontier Communications

• Telecommunications
• 700 & Above Employee

• Contract Training Specialist at Aerotek

  • Nov 2015 - Jun 2016

  Perform a full range of facilitation and support functions related to training and quality assurance to ensure the Customer experience and business objectives are met. ■ Conversion training project for Verizon employees transitioning to Frontier Communications ■ Facilitate all applicable system training ■ Sales Training ■ Product Training for new and previously deployed products. ■ Promotional Training for all local and national promotions. ■ Measure, track, and evaluate employee progress through the training curriculum to assess if the individual is ready to perform the needed work. ■ Provide clear feedback to the supervisory staff on the performance of individual employees. ■ Manage the learning transition by providing floor support as consultants take live calls and providing on the spot assistance/coaching/feedback ■ Identify learning gaps and facilitate refresher training based on representative needs Show less



Verizon

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Retail Sales Trainer

  • Feb 2013 - Mar 2015

  Indirect Channel Non Corporate stores■ Conducted and implemented strategy in cooperation w/store managers, focusing goals for sales and store rankings.■ Trained Account Managers and Agents on Sales techniques to maximize performance in thefield. Cultivated/built strategic partnerships on site within a diverse group of managers. ■ Trained workshops for Account Managers on communication and delivery skills resulting in immediate strengthened impact sessions with agents. ■ Created and facilitated on-site trainings sessions for agents based on Account Manger requirements.Consumer Sales Channel (Direct)■ Trained quarterly P1 (priority one) initiatives to store leadership and agents in Southern California region.■ SoCal lead trainer for the Powerful Experience initiative to reinforce the importance of customer experience in the stores. This involved training, finding locations, scheduling all retail store employees, tracking attendance and completion for the Southern California region. Virtual Training■ Trained Virtual Retail New Hire classes using Adobe Connect for new employees to the business. Show less

• Senior Customer Service Trainer

  • Oct 2003 - Feb 2013

  Master / Lead Trainer ■ Selected as Master Trainer for Advanced Training Techniques (AIT) for other trainers in 12 western states. ■ Customized approaches to individual needs implementing all adult theories whether auditory, visual or kinesthetic.■ Incorporated classroom management techniques that facilitated corporate objectives. Classroom surveys 90%+.■ Worked w/training supervisors to coordinate/deliver certification curriculum to CS trainers in the GIFTed Trainer program.Leadership Training■ Worked with CS Consultants to train CS supervisors on tech support. Provided the tools to support their tech reps. ■ Coached and taught at VZLU Verizon Wireless Leadership University strategies and coaching techniques for teams. ■ Provided Training delivery of CS Leadership Foundations to new call center leaders in the Western territory.■ Webinars: Part of the core team that developed and delivered the Apple and iCloud webinars to West Area Training.Concurrent Duties■ Supported assigned AD (Associate Directors), call center structure: CSR; Supervisors; Associate Directors; drove Solutions Certification and Training completion. Consistently achieved 90%+ completion rate for AD Teams. ■ Trained and provided coaching for New Hire classes and embedded based customer service representatives. Show less

• Marketing Consutant (Temp Project)

  • Oct 2008 - Apr 2009

  ■ Managed projects involving Data Certification to increase product knowledge in the Customer Service Channel. Completed Data Certification topic VCAST Music. ■ Developed and implemented training methods and protocols for Trainers from 12 states. ■ West Area POC for Retail Technical Training (RTT) – Interfaced with developers and consultants by providing feedback on the material to ensure accuracy and training effectiveness. Successfully completed the project.