Determined and honest Administration Professional has more than 10 years of experience in Management, specifically in Training Process Improvement, Quality Assurance, and Operations. Excellent communication and easygoing interpersonal skills make the candidate effective with clients, providers, officers and staff in various departments across job levels. Recognized professional has verifiable record of providing customer service support and improving productivity and operation rating. Seasoned expert led projects that bridged iPads and social media in learning programs aimed at achieving training objectives; comprehends and interprets complex needs and concerns easily for management and co-workers. Dedicated candidate thrives in demanding team environments, leads others by example and excels under pressure.
Microsoft Office Suite (Word, Excel, PowerPoint)
iPad Learning Applications
Goal-oriented Problem Solving Skills
Team and Client base scheduling
Program Development and Execution Excellence
Customer Service Skills
Responsible for effective project management during the implementation of new Learning Management System
Establish Rewards and Recognition Program for the company that focuses on employee engagement and retention.
Executed training development and delivery of new system modules of SuccessFactors for the widespread TETRA Team, including executives, managers and front-line employees.
Assessed need to improve retention of training records with external industry databases to strengthen relationships with established customer base.
Interim position as the Regional operations Managers, responsible for the line management of BP employees and contractions in the Learning Service Center.
Responsible for stakeholder engagement and management, silent end to end delivery of over 1000 training sessions globally.
Maintain alignment with Eastern Hemisphere team based in the United Kingdom and work closely with Regional Operations Manager through various communications to ensure a consistent experience for our learners.
Responsible for the Western Hemisphere Logistics team and the overarching responsibilities they have to secure necessary learning environments and tools need for successful delivery.
Focus on the development of the team and provide support to ensure a positive working environment with a constant focus on employee morale and working environment.
Responsible for Global stakeholder engagement and management for the Safety and Operational Risk Portfolio.
Support the transition of the project team as we work together to transition new programs into sustainable delivery for the Learning Service Center.
Provide day to day supervision of Learning Coordinators and Senior Learning Coordinators based in different global locations.
Led a team of 18 - 20 Defined Contribution Associates; determined team's productivity by providing them relevant feedback on customer service delivery.
Provided reports, including department/ employee performance, and customer feedback, to the Vice President of Customer Service; assisted in the administration of payroll, benefits, and incentives.
Accomplished support initiatives of large companies averaging $5 million in assets annually; analyzed metrics and corrected delivery errors of employees.
Raised customer relationship standards by directly developing 18 associates; involved in closing service deals with Purdue University, Catholic Health Initiatives and Conair Hair.
Dedicated an initiative called Manager Apprentice Program (MAP) to develop future managers for the contact center.
Monitored key metrics, such as Customer Experience Index, and implemented improvement measures accordingly leading growth of CEI from 76% to 95%.
Initiated capacity-building efforts to support business associates while keeping their efforts aligned with company protocols, as well as gaining best practices.
Devised new hire process and consistently monitored effectiveness of materials with a team of business partners to attain optimal results and learning objectives.
Trained new participants using Adobe Connect; assumed responsibility for Defined Contribution (401k) new hire classes.
Directed phone associates in performing call support functions, specifically during accumulation period; supported clients including companies worth $5 billion in assets.
Ensured comprehensive and responsive internal and external communication and relationship between team, clients and companies.
Assumed direct management of 18 - 30 associates; imparted best practices and goal-achievement while maintaining a healthy working environment.
Collected and analyzed day-to-day performance indicators subsequently addressing concerns within team and employees, to reach higher standard of service.
Ensured comprehensive reports were delivered to Operations Manager of Collection to appropriately aid ongoing enhancement procedures.
Completed several performance and productivity objectives through call management system and scheduling software, among others.
Monitored communication between departments, including billing and reservations, and the customers; teamed with Customer Service Representatives and Supervisors.
Ensured highly professional interactions were made among representatives and Comair customers while adhering to all company policies and regulations.
Assumed responsibility in handling a customer service soft skills class for frontline employees, and the introduction of a Management Training Program.
Promoted strong communication between agents and senior management through regular performance assessment meetings and briefings with station personnel.
Oversaw efficient airline operations located in Little Rock, AR and Lansing, MI including management of staff, liaising with airport and interface with TSA, FAA, and DOT.
Supervised simultaneous budgeting and allocation activities; managed delivery and documentation of progress reports.
Created an increasing station DOT performance in Little Rock station from 73% in Q1 of 2001 to 97.5% to date.
Scheduled and maintained overall staffing for both locations; developed Management Training Program to identify and equip talented employees that would be key to the company's progress.
Family and Consumer Science, Emphasis in Health Promotion and Wellness
Adobe Connect, Benefits knowledge, budgeting, client facing experience, Customer Service, Facilitation delivery, Human Resources documentation, Management Training, Excel, Microsoft Office Suite, 97, PowerPoint, Word
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