Results-driven Training and Development Executive adept at helping companies improve operational efficiency, team productivity and employee motivation. Hands-on leader with exceptional organizational, critical thinking and prioritization skills. Possessing 6 years of related experience and passion for contributing to business success. Training Professional with over 8 years of successful experience in developing effective sales and service training modules for productive, successful teams . Recognized consistently for performance excellence and contributions to success in Ecommerce industry. Strengths in discovering and cultivating untapped potential and employee motivation backed by training in Sociology specifically Social Influence and Behavior.
Skills
Leadership
Instructional Design
Training & Development
Change Management
Interpersonal Communication
Organizational Change
Flexible & Adaptable
Marketing expertise
Continuous Improvement
Approachable
Relationship building and management
Education
Columbia University in The City of New YorkNew York, NYExpected in ā āBachelor of Arts:Sociology - GPA:
Certifications
CPM - State of New Jersey Certified Public Manager (2021)
Digital Marketing, Rutgers Business School Exec. Ed. (2018)
Work History
Gap International - Certified Management Specialist ( Asst. Director) Springfield, PA, 12/2019 - Current
Redevelop/ Extend Community Programs &Outreach to provide access to underserved populations, incarcerated youths, elderly
Training & Development Modules: fine-tune employee communications skills, ensuring continuity of information; to build rapport with patrons to increase patron interaction with library offerings
Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
Foster Partnerships with other government agencies, non profits to further enhance library reach within community & to extend range of patron offerings
Tory Burch Corporate Office - Global Client Service Supervisor- Ecommerce City, STATE, 06/2018 - 12/2019
Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Training & Development: within 6 months of training, 73% of staff reached either target or stretch service goals which meant more money for department/ more money for staff
Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in 30 point increase in NPS scores withing 90 days
Researched/ tested responsiveness of CRM & QA software; to determine most user friendly, cost-effective product to meet business needs & client demands
Established performance metrics, ensured consistent quality of service. Monitored metrics, revised KPI's when data analytics suggested. Created incremental compensation model as incentive for hard work.
Implemented employee surveys, management feedback, monthly department meetings, & bi weekly teams meetings to ensure management & staff were communicating relevant information.
Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in department wide compliance with service level agreement standards.
Contractor - Management Consultant City, STATE, 12/2015 - 04/2019
Consultant ā National Branding/ Digital Marketing/ Communications (International Beauty Brand)
Increased consumer engagement with promotional in-store events by 62%
Website Redesign: Increased online conversion rate by 300% with first 6 months
Contributed to success of client's organization by establishing performance metrics, Interpreting data analytics to revise KPIs, and incorporating cost-efficient marketing strategies based on consumer feedback
Used Adobe Capitvate to design training for ecommerce and in-store employees and increase brand continuity, employee retention and productivity rates by 42%.
Consultant: Global Strategic Partnerships and Planning (Renewable Energy, Construction, Securities Company)
Significantly enhanced corporate visibility through acceleration of partner engagement by 70% across segments.
Secured consumer multi-year contracts with PSEG and Scotts Fertilizer company for output of Biogas facility
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