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Skills

  • Client Communication Improvement
  • Curriculum development
  • Budgets
  • Collaborative Training Program Development
  • Testing and grading
  • English Language Proficiency Assessment
  • Call Center Training Expertise
  • Team management
  • Developing Custom Training Curricula
  • Project organization

Work Experiences

  • Improved learning plans by administering tests to measure student progress.
  • Authored a voice and accent training manual that became standard across Lakeside Partners’s global teams, resulting in more consistent communication and a 80% reduction in errors.
  • Assessed language proficiency.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Collaborated with a team of linguists.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.
  • Achieved results in 2 weeks.
  • Solved standard issues, improved operations, and provided excellent customer service.
  • Oversaw the delivery of metric project by framework team, which resulted in process.

Summaries

  • Exceptional vendor management and team leadership abilities.
  • Adept at improving cross-cultural communication.
  • Collaborated with HR to integrate voice and accent training.
  • Boosted internal satisfaction ratings by 47%.
  • Dedicated to educating people in metric and category courses, conscientious teaching professional.
  • Achieved 21% reduction in call handling errors.
  • Achieved a 50%-reduction in service response times.
  • Within Miscellaneous, senior Voice and Accent Trainer and outstanding performer in vendor management and project management.
  • Achieved a 70% decline in accent-related customer complaints.
  • Accomplished in leading voice modulation workshops that have contributed to an increase of 22% in net promoter score (NPS) for cross-functional teams.

Accomplishments

  • Conducted 16 accent-neutralization workshops, enabling a 72% improvement in clear communication with diverse global customer bases.
  • Collaborated with team of 12 in the development of program.
  • Independently managed the execution of 17 voice coaching programs, improving non-native employees' language fluency by 64%.
  • Collaborated with a team of linguists, implementing new multilingual voice protocols, which improved response efficiency by 44%.
  • Guided over 13 employees through accent eradication courses, resulting in enhanced customer relationships and a 17% drop in communication errors.
  • Documented and resolved metric which led to framework.
  • Resolved product issue through consumer testing.
  • Launched an internal training portal focusing on accent refinement techniques, increasing self-training participation by 70%.
  • Created assessments to measure vocal improvements, yielding increased participation in voice coaching initiatives by 32% for Brightline.
  • Orchestrated multilingual voice training programs that increased first-call resolution by 59% in Raleigh-based call centers, receiving the Outstanding Service Award for Excellence in Communication Training.

Affiliations

  • Toastmasters International 2018, Speech Coaching Division
  • National Association of Social Workers
  • International Phonological Association – Specialist Membership for Corporate Communication 2024
  • Institute for Professional GraVoc™, Speech and Accent Coaching Panel 2022
  • TESOL (Teachers of English to Speakers of Other Languages) International Association 2019
  • Voice and Speech Trainers Association (VASTA) 2018
  • Association for Talent Development (ATD) - Speech and Communication Practices Section 2015
  • Rotary International
  • Society of Human Resource Management
  • National Communication Association, Voice Training Sector 2021

Certifications

  • ServSafe
  • Certified Business Analysis Professional (CBAP)
  • Master Trainer in Customer Service and Voice Training – Summit Group
  • Expert Trainer in Public Speaking and Accent Neutralization – Brightline
  • CompTIA Security+
  • Certified Language Proficiency Assessor – Summit Group
  • Linguistics Certification with a focus on Accents and Dialects – Vantage
  • Certified English Fluency Coach (CEFC) – Lakeside Partners
  • Advanced Certificate in Voice Modulation for Customer Service Professionals – Summit Group
  • American English Accent Training Specialist Accreditation – Lakeside Partners

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