Austin Rock Email & Phone Number

Salt Lake City, Utah, United States

• Orchestrated the complete onboarding journey from recruitment to training, ensuring a seamless transition for new employees and enhancing the new employee experience
• Successfully sourced, screened, and hired top talent, demonstrating a keen eye for candidate selection and a robust understanding of the company’s hiring needs
• Developed and executed training programs for both new hire and tenured employees, resulting in improved job proficiency and overall team performance
• Instituted ongoing training and development strategies for tenured employees, fostering a culture of continuous improvement and skill enhancement within the organization

Orem, Utah, United States

• Facilitated the training of hundreds of new hires and team members on client policies, customer service best practices, and conflict resolution skills in a fast-paced call center environment
• Established a structured and engaging virtual learning environment using Adobe Connect
• Partnered with operations leadership to identify and resolve behaviors from new hires impacting the client’s desired key performance indicators
• Facilitated the training of hundreds of new hires and ensured trainees were prepared to handle an array of customer service inbound calls and satisfy client expectations by maintaining a desired Net Promoter Score.
• Collaborated with colleagues to assess, design, and develop curriculum resulting in a higher quality training experience for new employees

Orem, Utah, United States

• Lead and provided expert knowledge support to 150-200 agents daily to ensure adherence to client policies and procedures
• Developed, mentored, and assisted in training new employees to ensure understanding of all key performance indicators
• Identified areas of opportunity and provided solutions to improve agent performance

Bachelor Of Science - Bs, Applied Communication, Junior

Minor Studies: Human Resource Management Relevant Coursework: Intro to Human Resource Management, Employment and Labor Law, Training and.

Associate Of Arts - Aa, General Studies

-Dean's List

High School Diploma

-Advanced Honors Diploma -High Honors Graduate -Centennial Honors Medallion