Anna P. Email & Phone Number

- Responsible for understanding the analyzing vendor market landscape & identifying emerging trends during the training period- Accountable for managing Customer Success Organization vendor relationships for outsourced services- Deliver benchmark performance from the vendor community while maintaining standards for quality during the training and nesting periods- Collaborate across functions to ensure the organization's learning initiatives are supported by best-in-class vendors- Maintain an up-to-date vendor database and assess vendor performance on an ongoing basis- Lead a team of direct reports (supervisors and trainers), providing guidance, mentorship, and support in their professional development- Foster a collaborative and results-driven team environment, promoting a culture of innovation and continuous improvement

Tempe, Arizona, United States

• Recruit, develop, and mentor Trainers to embody DoorDash culture and deliver exceptional training experiences• Forge and maintain strategic partnerships with key stakeholders, including Workforce Planning, Support Operations, and Enablement• Oversee end-to-end facilitation operations, implementation, delivery, and sustainability to ensure training excellence that surpasses DoorDash's standards• Drive training initiatives for diverse lines of business within the support department, creating immersive course content for new hires and existing team members• Establish and maintain certification metrics for skill development of both new and tenured representatives• Lead various pilot programs, including a career development initiative to enhance teammate skill levels• Contributed to the successful launch of DoorDash's largest Merchant customer support call center site in Mexico City, achieving high Customer Satisfaction Score (CSAT) Tier 1 at 84% and Tier 3 Escalations at 87% within the initial 3 months• Collaborate with in-house CDMX site and vendor teams to standardize Training Operations metrics tracking, class reporting, and trainer performance• Lead the Onboarding & Development Committee, positively impacting employee experience within the broader CXI team• Manage scheduling for entire training operations department, monitoring utilization hours, Google Calendar invites, and training certification metrics• Support travel efforts for Network Operations team - coordinating travel plans, booking flights, hotels, etc. globally

Tempe, Arizona, United States

• Cultivated high-quality trainers and established targeted Training Team goals• Proactively identified training gaps in Support Ops and implemented interventions to enhance efficiency and quality• Applied adult learning theory, feedback, and operational metrics to develop enhanced training programs and activities• Fostered a culture of curiosity, creativity, and empowerment, encouraging problem-solving within the team• Leveraged comprehensive knowledge of Support Ops processes to suggest and assist in implementing improvements• Collaborated across teams, providing effective communication and facilitating sessions when necessary• Developed expertise in DoorDash's processes, systems, and resources• Collaborated closely with instructional designers and content developers• Communicated training initiatives' business case, progress, and impact through various channels, including weekly business reviews

Phoenix, Arizona Area

DoorDash is a San Francisco-based technology company passionate about transforming local businesses and dedicated to enabling new ways of working, earning, and living. By building intelligent, last-mile delivery technology for local cities, DoorDash aims to connect people with the things they care about — one dash at a time.• Designed, delivered, and updated enhanced training programs, activities, and refresher courses using LMS tools such as Lessonly, Iorad, Cornerstone, Canva, and Google Suite• Built strong cross-functional relationships with Ops representatives, subject matter experts, and managers to identify process improvements• Proactively identified training gaps and implemented targeted interventions to enhance efficiency and quality, such as creating instructor guides and new hire checklists• Cross-skilled support teams to improve Support Ops leaders' ability to handle demand spikes and special projects• Collaborated with support leaders, content creators, and quality teams to enhance new hire and agent experiences• Demonstrated excellent communication skills and relationship-building in live, recorded, and online training materials• Exhibited a team-oriented mindset, offering support to co-trainers and cross-functional partners in facilitation, content creation, and administrative tasks• Communicated effectively with co-trainers and Ops leaders through various channels, including Slack, email, Zoom, and in-person interactions

Greater Denver Area

Gusto Launched in 2012 as ZenPayroll and serves more than 70,000 businesses nationwide. Each year, Gusto processes tens of billions of dollars of payroll and provides employee benefits—like health insurance and 401(k) accounts. My responsibilities included: • Oversaw benefit operations for companies and their employees• Conducted candidate interviews and provided training to team members on job functions and best practices• Developed and maintained training materials to enhance team training effectiveness• Monitored and supervised team members throughout their onboarding process• Updated and maintained employee benefits and compensation information with national insurance carriers• Submitted benefit change requests accurately and within specified timelines• Liaised with health insurance carriers to authorize coverage for clients• Successfully launched a company-wide team following a four-month beta testing period• Collaborated with cross-functional teams to address conflicts and identify opportunities for improvement• Proficiently utilized various software tools, including Microsoft Suite, Google Suite, Salesforce, Okta, Workday, and Confluence

Sycamore, Il

Ledil, Inc., a Finnish based LED lighting manufacturer opened its U.S. location in June 2016. My responsibilities included:• Created and managed social media content• Generated analytic reports and conducted trend analysis• Coordinated and managed events & oversaw coordination of trade shows• Maintained posting schedule across various media platforms• Monitored and analyzed organic growth efforts using Google Analytics, Facebook, LinkedIn, Twitter, and YouTube• Collaborated with the President to develop marketing plans for North and South American markets• Researched and analyzed competitor and market trends to identify potential leads for sales managers• Designed promotional materials for social media, newsletters, email, and print distribution• Provided support and communication to sales managers in North and South America, as well as Finland• Assisted team members with supply ordering, inventory management, order fulfillment, and invoicing

Dekalb, Illinois

First Midwest Bank is a Chicago-based regional bank that combines global perspective with strong local knowledge. First Midwest bank acquired National Bank and Trust of Sycamore in 2016. As a bank teller:• Processed a range of banking transactions including deposits, withdrawals, check cashing, safety deposit box, coin machine transactions, and bond redemption• Identified the right financial services to meet customer banking needs• Handled cash in large denominations on a daily basis ($10,000+)• Balanced teller cash recyclers (TCRs) with totals over $100,000 and vaults exceeding $250,000• Exceeded teller sales goals every quarter with 100% customer satisfaction• Trained all new tellers and entry level bankers within in 60 mile radius on teller functions and company standards• Interviewed tellers for our branch location and supported new employees as they were onboarding.• Handled all customer escalations and diffused concerns• Processed an average of 25+ customer transactions per hour• Transitioned with the company during a company acquisition; helped train the team on new systems and software • Built rapport with customers to build trust and consult on financial products that would meet their needs

Bachelors Of Science, Magna Cum Laude, Double Major In Marketing And Leadership Management, Magna Cum Laude

• Graduated Magna Cum Laude • Double major in Marketing and Management (Leadership emphasis) • Digital Marketing Certificate • Upper level.

Associate Of Science (A.S.), Operations Management And Supervision, Summa Cum Laude

• Completed Associates in Science in general business with High Honors.