Brittany Rivera Email & Phone Number

Colorado Springs, Co, Us

• Developed and designed a comprehensive program for startup company using a variety of instructional design methodologies. This includes presentations, e- learnings, assessments, activities, and more.• Responsible for all scheduling, coordinating, and logistics of training classes.• Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.• Maximized efficiency by coaching and mentoring personnel on industry practices, company procedures, and technology systems.• Personally trained and mentored 200+ new personnel hired to fulfill various roles.• Developed brand new training handbooks, SOP's, and job aids to improve job performance and efficiencies.• Collaborated with department managers to identify skill gaps and develop targeted training interventions.• Established a mentorship program to facilitate knowledge sharing between experienced employees and new hires, enhancing overall team performance.• Served as a communications specialist and responsible fore sending out company wide updates to 200+ employees. Skilled at taking complex information and making it easy to understand and implement.• Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.• Created & led engagement slack channel for all employees. A space for fun activities, games, and employee recognition.• In addition to Training, conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.• Coached agents who were on a PIP and improved their performance • Expert in using Slack, Google Suite, Shopify, Upscribe, Asana and Gladly.

Athens, Georgia, United States

• Championed the launch of the Center of Excellence for Wayfair in Athens, GA, playing a pivotal role in enhancing training processes and materials.• Monitored and evaluated training performance to determine quality and cohesiveness.• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.• Facilitated virtual, in-person and blended learning sessions. Responsible for identifying outliers and providing disciplinary action while trainees were under my supervision.• Leader and creator of company engagement slack channel which enhanced employee engagement by implementing fun activities, games, and employee recognition.• Promoted a culture of continuous improvement by conducting regular follow-ups with trainees through post-training sessions.• Supported the professional development of junior trainers by providing constructive feedback and sharing insights on effectiveteaching methodologies.• Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.

• Increased sales team performance by developing and implementing comprehensive training programs.• Streamlined onboarding processes for new customer service and sales representatives, ensuring faster integration into the team.• Managed a team of 10 customer service & sales representatives, fostering a positive work environment focused on teamwork and collaboration.• Improved overall sales results by 20% due to providing ongoing coaching and feedback to individual team members.• Provided one-on-one coaching sessions tailored towards addressing specific areas needing development in individual employees.• Recognized and rewarded top-performing employees for their outstanding achievements in training programs, fostering motivation and driving further success.• Reduced customer complaints, proactively addressing issues and implementing effective solutions.

• Streamlined onboarding process for 200+ new hires, ensuring proper training in product knowledge, sales techniques, and company policies.• Collaborated with sales leaders to align training initiatives with strategic business goals.• Boosted overall customer satisfaction rates by emphasizing the importance of exceptional service during all stages of the sales process in trainings.• Fostered a positive learning environment that encouraged open dialogue, collaboration, and continuous improvement among team members.• Provided ongoing support to sales teams by acting as a resource for product knowledge, industry news, competitive analysis, and performance enhancement strategies.• Contributed to the overall success of the organization by sharing best practices and collaborating with cross-functional teams on business development initiatives.

Buffalo, New York, United States

• Enhanced call center quality by monitoring and evaluating 20+ customer interactions daily for compliance with company policies and procedures.• Boosted customer satisfaction by providing feedback to agents on their strengths and areas for improvement.• Identified trends in agent performance through consistent analysis of recorded calls, leading to targeted training interventions.• Contributed to a positive work environment by recognizing exceptional agent performance during monitoring sessions.• Enhanced agent skillset through the development and delivery of customized training programs based on identified needs from monitoring activities.• Promoted a culture of continuous improvement by regularly sharing insights from call monitoring activities during team meetings and huddles.• Facilitated open dialogue between agents and supervisors, encouraging ongoing feedback exchange for personal growth and development within the team.• Collaborated effectively with colleagues across departments to identify root causes of repeated issues observed in monitored calls, driving corrective actions.

Buffalo, New York, United States

• Improved sales performance by staying current on industry trends, product offerings, and competitor strategies.• Contributed to agency success by consistently meeting or exceeding monthly sales targets often times being recognized in the top 10.• Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.• Fostered a positive work environment by actively participating in team meetings and sharing best practices with colleagues.• Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.• Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.• Finalized sales and collected necessary deposits.• Consistently a top seller for additional insurance products such as identity theft and jewelry coverage.

Buffalo, New York, United States

• Improved client satisfaction by providing customized skincare treatments and product recommendations based on individual needs.• Enhanced spa revenue through upselling additional services and retail products during consultations.• Performed various facial treatments for optimal skin health, including microdermabrasion, chemical peels, and LED therapy.• Provided exceptional customer service, addressing client concerns promptly and professionally to ensure satisfaction.• Created repeat business by developing long-term relationships with regular customers.

New York, United States

• Developed individualized, therapeutic skin care programs.• Suggested appropriate therapy based on current health of client.• Recommended and performed microdermabrasion, peels and laser treatments.• Educated guests on current promotions, events and services within store or salon.• Explained benefits of skin care products to clients.• Informed guests of appropriate products available to increase retail sales.

New York, New York, United States

• Developed strong client relationships for repeat business and increased referrals.• Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.• Cultivated a positive work environment through fostering teamwork, open communication channels among staff members contributing towards higher employee satisfaction and retention rates.• Trained new associates in successful sales and performance strategies.• Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.

Kennesaw, Georgia, United States

• Provided expert guidance on wedding dress styles, fabrics, and accessories, helping brides make informed decisions for their special day.• Generated increased sales revenue through effective lead generation and follow-up efforts.• Enhanced overall client experience by offering personalized recommendations for coordinating accessories and bridesmaid dresses, ensuring a cohesive bridal party look.• Provided support during high-pressure situations such as last-minute gown alterations or emergencies, resulting in satisfied customers and positive feedback.• Built customer loyalty and retention by delivering excellent shopping experiences.

Alpharetta, Georgia, United States

• Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.• Promoted a positive work environment through open communication and constructive feedback.• Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.• Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.• Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.• Supervised 12+ employees and oversaw quality compliance with company standards for food and services.