Management Professional with more than 8 years of leadership experience. Comfortable working in fast-paced environments and managing large teams. Ability to drive the development of superior customer service and high performance; with training, developing, motivating, coaching, evaluating, and retaining qualified staff. A desire to work with an established company that promotes within, positions career development, and offers advancement opportunity.
Skills
Management training
Operational leadership
Performance assessment
Training techniques
Leadership coaching
Microsoft Office proficiency
Apple and PC use expertise
Project-based learning
Experience
04/2019 to Current
Corporate Training ManagerRedshelf – Chicago, IL,
Accomplishments:
Successfully led training transition from brick & mortar to work-at-home within a 24 hour period.
Prepared trainers, managers, and floor support for work-at-home transition and demonstrated how utilize virtual tools.
Trained or co-trained more than 30 new hire and continuing education courses.
Recognized as the top-performing instructor during Master Certification Training at Sprint University.
Maintained higher than 95% approval rating on end-of-course evaluations.
Averaged less than 10% attrition during the training period.
Objectives:
Deliver train-the-trainer courses to new instructors.
Coach, develop, observe, and certify training candidates during certification process.
Approve or deny certification of new training candidates.
Pilot all new curriculum content to ensure training staff is aligned with course goals and delivery procedure.
Create course timelines to ensure facilitators can manage classes effectively.
Assist training and operations with leadership interviews and promotions.
Manage, train, and develop all learning assistants for their supplementary role.
Lead new hire classes of 20 plus through and 8-week training period in class and production.
Design and create content based on business needs to close knowledge gaps.
Conduct client transactional monitoring observations on training staff.
04/2016 to 04/2019
Lead Training InstructorCargill – Playa Vista, CA,
Accomplishments:
Obtained Apple's highest level of instructor accreditation.
Supported the company transition to work-at-home after site closure.
Led more than 50 virtual training courses.
Received Concentrix "Overachiever Award" twice.
Objectives:
Led and developed training staff after successful completion of instructor qualification course.
Conduct client transactional monitoring observations on training staff.
Lead transitional classes of 25 plus in a virtual training environment.
Responsible for managing classroom attendance, pay, schedules, and attrition.
Provided Adobe Connect training to new instructors to develop their skills and enhance their job performance.
06/2014 to 04/2016
TrainerEvolution Gaming – Detroit, MI,
Achievements:
Completed Apple's instructor qualification and certification courses.
Promoted to lead trainer.
Objectives:
Delivered instruction on broad range of topics, integrating audio-visual presentations and training materials.
Delivered more than 40 new hire and transitional classes.
Reduced process gaps by effectively training new hires on best practices and protocols.
Proactively identified and solved complex problems related to employee training, management and business direction.
Identified areas of concern uncovered during training sessions and suggested methods to reduce risk.
08/2012 to 07/2014
Senior Team ManagerCareer Connection Inc. – City, STATE,
Accomplishments:
Promoted to Senior Team Manager.
Successfully supported a full training class and production team simultaneously.
Winner of the Top-Dog Award multiple times. Awarded to the Team Manager who maintained the group highest metrics.
Awarded "Perfect Attendance Award" every year with the company.
Objectives:
Responsible for a production team of 25 and a training class of 30 simultaneously.
One-on-one coaching, observations, and improvement plans.
Deliver management training to recently selected management candidates.
Determine and prepare exceptional candidates to facilitate mentoring sessions.
Drive performance improvements through process development and innovation.
Specialized in developing and maintaining high performing teams of 20 or more agents
Performed regular call monitoring and trend analysis for call center leadership.
Used quality monitoring data management system to compile and track performance at agent, team and site level
Coached and developed agents to ensure their overall performance goals were met
Education and Training
Expected in 2017
Bachelor of Science: Business Administration American Public University - Charlestown, WV GPA:
Expected in 2009
Associate of Science: Business Administration Georgia State University - Atlanta, GA GPA:
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