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Skills

  • Communications
  • E-learning platform management
  • Employee coaching and mentoring
  • Live-feedback and real-time coaching
  • Employee engagement improvement
  • Product-specific training program creation
  • Problem resolution
  • Customer service management
  • Change management strategies
  • Interpersonal communication skills

Work Experiences

  • Adjusted course content.
  • Achieved President's Club.
  • Oversaw the delivery of standard project by category team, which resulted in standard.
  • Aligned training with evolving customer feedback.
  • Achieved President's Club by improving knowledge transfer processes that helped new hires minimize their error rate by 81% during their first 4 days.
  • Spoke with standard and initiative groups to increase community engagement and program outreach.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Looked for industry trends on social media and through online sources.
  • Worked with Service Instructor on program operations, including providing participant feedback and improvement suggestions.
  • Analyzed service trends.

Summaries

  • Achieved 68% better results.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Collaborated with cross-functional teams to establish best practices, significantly improving company-wide customer service metrics.
  • Achieved clear targets.
  • Collaborated with top management to incorporate performance-driven training strategies, leading to clear target achievements and a boost in service quality by 21%.
  • Strengths in strategic planning and data analysis backed up by Miscellaneous training.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Achieved a 37% boost in retention rates.
  • Within Miscellaneous, senior Service Instructor and outstanding performer in process improvement and workflow optimization.
  • Demonstrated ability to form and maintain long-term relationships.

Accomplishments

  • Built a robust continuous education curriculum, which achieved 83% participation from staff and measurable improvements in service delivery.
  • Delivered advanced technical trainings on Jira for customer success, enabling a 60% reduction in troubleshooting time.
  • Managed a certification program for cross-functional collaboration technicians, resulting in 82% of staff attaining necessary qualifications within 2019.
  • Formulated personalized learning roadmaps for new employees, decreasing their onboarding time by 76%.
  • Collaborated with upper management to introduce customer-centric training programs that increased service recovery success by 38%.
  • Delivered comprehensive service instruction programs that reduced incident reports by 45%, leading to higher customer satisfaction metrics.
  • Implemented feedback loops with customer service agents, fine-tuning instructor-led trainings that boosted customer resolution times by 24% minutes.
  • Championed initiatives focused on workplace safety, helping to maintain a 38% incident-free work environment across 2015.
  • Implemented data-driven training methodologies for Microsoft Excel, resulting in a 33% increase in service accuracy and efficiency.
  • Developed remote learning options that enabled ongoing professional development during metric, keeping productivity up by 32%.

Affiliations

  • Society of Women Engineers
  • Customer Experience Professionals Association (CXPA)
  • Remote Learning and Training Network (RLTN)
  • International Customer Service Training Alliance (ICSTA)
  • American Society of Safety Professionals
  • Customer Service Institute of America (CSIA)
  • Toastmasters
  • International Field Service Conference and Association
  • Workplace Safety Training and Compliance Association (WSTCA)
  • Freemason

Certifications

  • Instructional Design in Customer Service Training Microsoft Excel-2015
  • Certified Technical Trainer (CTT+) program-2016
  • Crisis Prevention Institute (CPI) Nonviolent Crisis Intervention Certified 2020
  • Professional Scrum Master (PSM I) Lakeside Partners-2020
  • Certified Service Manager (CSM) Lakeside Partners-2016
  • SHRM Certified Professional (SHRM-CP)
  • Conflict Resolution Techniques Certificate Cedar Works-2019
  • Certified Enterprise Customer Care Trainer Cedar Works-2015
  • Customer Support and Success Coach Certification Ironclad Systems-2017
  • Certified Business Analysis Professional (CBAP)

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