Quality Assurance And Training Supervisor resume example with 15+ years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
H: (555) 432-1000
C:
resumesample@example.com
Date of Birth:
India:
:
single:
Summary
I am a polished professional with 10 years of people and
project management experienced who has consistently developed high-performing
teams. During this time, I have led strategically aligned initiatives that
improved processes and gained efficiency. I have designed, developed and tactically
deployed training and quality assurance programs to ameliorate the customer
experience and drive the company vision and values.
Highlights
Designed, Developed, and Deployed the 4 Pillar Training Model
Created and Co-Facilitated the Customer Relations Update at the National Sales Meeting
Designed and
implemented a new Quality Assurance Model which leveraged the voice of the
customer in order to translate if a call was successful
Automated the Monthly Attainment Sheets and Performance Reviews to save time for Supervisory Team
Skills
Expert understanding of Microsoft Office (Excel, PowerPoint, Outlook, and Word)
Managed 27 direct reports across 4 call centers; Tampa, Atlanta, Tulsa, and Toronto.
Redesigned the quality forms for all business groups throughout the enterprise using the 3 Lenses Approach; Used Customer Perspective, Best In Class, and Business Needs Lenses.
Developed new scorecards that drove efficiencies and kept the impact to the customer as the focus.
Established a more efficient method to assign agents to analysts using an automated system.
Created a development program for advancements of direct reports with checkpoints to ensure participation.
Learning and Performance Facilitator, 06/2010 - 08/2013 Coca-Cola Refreshments – City, STATE,
Demonstrated my effectiveness as a facilitator by scoring a 4.87 out of 5.0 facilitator effectiveness rating, 87% graduation rate, and a 90% average assessment score; while training over 200 agents.
Led and developed content on high profile training initiatives in North America that led to over $5 million in increased revenues.
Supervised new hire agents from orientation to graduation; having to deploy progressive discipline and have difficult conversations as necessary.
Quarried and analyzed reports to track progress in adherence, sales, quality, AHT, ACW, and other necessary metrics to determine an agents preparedness.
Conducted gap analysis and designed training based on the findings across all sites.
Commissioned to create presentations for high-level meetings including videos and activities for the Senior Leadership Meeting for the Vice President of Customer Care and State of the Department presentation for the Director of Training for Coca-Cola.
Regional Market Trainer and Sales Manager, 11/2009 - 06/2010 Mattress Firm – City, STATE,
Traveled to retail locations to facilitate standard curriculum that drove sales volumes.
Analyzed vendor percentages and sales reports for every associate and designed specialized training On-boarded new hire associates, providing sales techniques and methods that helped prepare them for the sales floor.
Created plans for continuing education for all sales managers and to track current training tools are being completed.
Developed a new milestone checklist for new hires to track theirprogress.
Built an in-depth product chart to help new hires familiarize themselves with our product features and prices.
Director of Training, 05/2005 - 11/2010 Big Cat Sports, Inc – City, STATE,
Facilitated training for all associates.
Developed company-wide training program for all new hires to increase product knowledge and ensure proper representation of the company.
Created and tracked self-coaching forms for associates at all 5 locations.
Design all educational material for new products that were being launched and quizzes to determine comprehension.
Education and Training
: Business Marketing, Expected in 2016 - Southern New Hampshire University - Manchester, NH GPA: Summa Cum Laude
MBA: Organizational Leadership, Expected in 2018 - Southern New Hampshire University - Manchester, NH GPA: In Progress
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