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Skills

  • Problem resolution
  • Emotional intelligence in customer service training
  • Training solutions development
  • Cross-functional collaboration enhancement
  • Relationship development
  • Knowledgeable in HubSpot
  • Team leadership and coaching
  • Team building
  • Cultural sensitivity and diversity training
  • Custom coaching plan design for managerial staff

Work Experiences

  • Achieved minimal downtime.
  • Was in charge of organizing ongoing technical training and personal development classes for employees.
  • Achieved a 40% promotion rate.
  • Boosted frontline employee engagement.
  • Developed departmental systems and procedures to better align workflow processes.
  • Contributed to a 54% reduction in employee training time.
  • Authored comprehensive training manuals and digital resources that were distributed organization-wide and translated into 14 languages.
  • Taught new hires how to participate in cross-training exercises with more experienced employees.
  • Planned the company's annual summer and holiday events, as well as team-building training initiatives.
  • Provided staff training during demonstrations, meetings, conferences, and workshops.

Summaries

  • In-depth knowledge of the Miscellaneous.
  • Exceptionally effective at educating people of all skill levels.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Director of Customer Relations Training with a proven track record of successfully educating people in a variety of job positions and functions.
  • Expert in developing curricula and training programs that are aligned with clients' strategic goals, mission, and vision, as well as continuously looking for ways to improve service delivery.
  • To meet changing business needs, incorporates new topics and adjusts training resources.
  • Achieved an average 52% improvement across global teams.
  • Accomplished in implementing strategic onboarding processes that have enhanced retention rates by 56%, reducing employee turnover and strengthening teams.
  • Accelerated new hire competency.
  • Achieved a 55% boost in first-call resolution.

Accomplishments

  • Introduced gamification in continuous learning modules, enhancing employee engagement by 65% and boosting training completion rates to 16%.
  • Collaborated with human resources to build a career progression training track that ensured 65% of eligible employees were promoted within 2021.
  • Directed the revision of customer service scripts and responses, decreasing negative feedback by 63% within 6 months of deployment.
  • Drove initiatives that increased first-call resolution rates by 53%, reducing the need for escalations and follow-up calls by 43%.
  • Leveraged customer feedback analytics to continuously evolve training curricula, resulting in a 82% improvement in overall satisfaction scores from post-training assessments.
  • Resolved product issue through consumer testing.
  • Facilitated collaboration between customer relations and product teams, improving overall customer retention rates by 21% within 16 months of rollout.
  • Managed continuous professional development programs, achieving Scrum Master completion for 20% of department employees within 17 months.
  • Developed and customized advanced coaching plans for supervisor-level staff, leading to a performance improvement across 10 teams by 33%.
  • Partnered with tech teams to integrate new CRM software into training, achieving seamless adoption by the entire customer support team within 18 months.

Affiliations

  • National Customer Service Association (NCSA)
  • Association for Talent Development (ATD)
  • Freemason
  • Toastmasters
  • Association for Supply Chain Management (APICS)
  • International Coaching Federation (ICF)
  • Gamification Summit & Conference Participants
  • National Speakers Association (NSA)
  • American Marketing Association
  • Learning Development Consortium (LDC)

Certifications

  • Certified Public Accountant
  • NLP Practitioner Certification – Customer Relations Focus – Brightline
  • ServSafe
  • Project Management Professional (PMP) Certification – Customer Relations Focus – Beacon Labs
  • AICP Certified Customer Relationship Manager (CRM) – 2019
  • Organizational Development Certification – Focus on Customer Service – Cedar Works
  • Change Management in Customer Relations Professional (CMCRP) – Cedar Works – 2023
  • Certified Public Accountant (CPA)
  • Customer Experience Management (CEM) Certification – Meridian – 2015
  • Strategic Team Collaboration Certification – Vantage

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