The Training Specialist position is primarily responsible for preparing and delivering job-specific and soft-skills training classes for employees. The training specialist also prepares, distributes, and delivers department communications regarding updated information, and new processes and procedures, etc. Provides details to the Quality Assurance Specialist and supervisors to facilitate ongoing training needs and performance feedback to agents & leads. Works under moderate supervision with additional operational and analytical responsibilities and uses discretion in identifying and resolving problems.- Evaluate and propose training methods and procedures to determine the most effective way to conduct training.- Monitor employee training programs, assesses needs and results, develops new programs and modifies existing programs.- Develop annual training plans and updates as necessary training plans for the teaching of all call agents. - Ensure training progression plan continues to meet the needs of the call center, making recommendations for improvement as necessary.- Partner with Quality Assurance Specialist to identify proactive changes to update and maintain training content and job aids.- Assist with monitoring customer interaction quality of staff and provides professional feedback regarding findings to ensure that department goals and standards are being met.- Work to address issues and trends and collaborates cross-functionally to improve operational processes.- Prepare and analyze quality assurance program and occasionally assist with monthly QA reports. - Serve as resources specialist dedicated to assisting contact center team members with inquiries regarding procedures and processes.- Coordinate special training requests from the Federal Reserve or other external entities.

Spearheaded the development of a robust Learning and Development (L&D) analytical framework, facilitating a strong communication and collaboration network between the L&D and Customer Success (CS) departments. Regularly briefed Corporate Leadership Stakeholders on progress and strategies through bi-monthly status report meetings, focusing on actionable items for both short-term and long-term goals. Successfully reduced Customer Service calls to agent technical support by implementing a strategic cross-departmental analysis of common call topics and integrating relevant continuing education courses. Enhanced the efficacy of training programs by conducting detailed analysis on new agents' performance, leading to a significant improvement in average agent class scores through targeted curriculum adjustments.

Held primary responsibility for the onboarding and training of agents for the Emergency Dispatch Operator (EDO) position within the Alarm Response Center (ARC), including maintenance of agent records and provision of daily progress reports to ARC, Learning & Development (L&D), and Business Leadership. Innovated in reducing class maintenance work for instructors by approximately 30 minutes per day through the development of customizable, partially automated datasheets. These tools significantly enhanced the efficiency of tracking learner progress, course status, and daily reporting across nine L&D curriculums. Spearheaded a comprehensive cross-departmental initiative to redesign and modernize the EDO coursework. This involved collaborating with Subject Matter Experts (SMEs) from the ARC, L&D, and Graphic Design departments to align the curriculum with current company policies and training practices, focusing on learner Key Performance Indicators (KPIs), class structure, content, and timelines.

Appointed as a Subject Matter Expert (SME) for over-the-phone technical troubleshooting, playing a pivotal role in guiding new hires through onboarding and technical support training. Innovatively redesigned the training approach for new Tech Support agents, introducing a structured curriculum combined with hands-on On-the-Job Training (OJT). This new methodology significantly streamlined the training duration compared to the previous one-on-one training methods. Developed an entry-level troubleshooting curriculum and job aids for inbound customer service agents, resulting in a marked decrease in call transfers to the Technical Support department. This initiative empowered customer service agents to resolve issues more efficiently, enhancing overall client service experience.

Oversaw daily maintenance and event operations within the campus sports complexes, managing a team of student employees. Responsible for maintaining comprehensive employee records, managing payroll, work scheduling, and staffing levels, along with providing recommendations for staffing needs to senior leadership. Played a key role in leading student employees in executing a diverse range of events annually, including sports tournaments, concerts, graduations, and various school events, ensuring smooth facility operations and event success. Provided daily guidance and leadership to a dedicated team of student employees, ensuring efficient day-to-day facility operations and maintaining high standards of service and performance.