Cedric Allen Email & Phone Number

Atlanta, Georgia, United States

Job Description• Responsible for ongoing training of front-line employees and supervisors in conjunction with scheduling allowances; ensures consistency in all front-line employees' performance through uniform training delivery.• Conducts training to external audiences such as vendors, contractors and clients in person or using web conferencing tools and technology across North America and Globally.• Participates in required train-the-trainer classes to obtain certification.• Provide feedback to curriculum developers. May design content as needed. Participate in pilot and beta testing of curriculum; gather input from employees and customer feedback systems to make recommendations for curriculum revisions and creation.• Lead operational projects, consult, analyze and identify training needs make recommendations to the Training Department (Lead Trainer) and site management teams.• Provide CWT training survey to all participants immediately after conducting training to measure performance. Maintain a survey score in line with team goals. Review comments and scores and report to lead changes that will be made to improve the content and delivery.• Assist with the creation and update of all manner of curriculum related to site or project specifics including web-based learning materials.• Lead internal projects including process improvement or enterprise wide initiatives requiring training deployment strategy or involvement.• Assume ongoing ownership of identified tools, processes or programs.• Perform all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of this position.• Keep immediate superior promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of action which may be taken.• Able to improvise in unique situations

Greenville, South Carolina Area

New York

• Facilitated delivery of training content in classroom setting, building sales knowledge, skills and abilities. • Facilitated delivery of training on Sales and Product Knowledge about DIRECTV NOW Product. • Facilitated training on sales procedures to language line, customer service, face to face instore sales and Tele sales teams. • Facilitated learning, developing participants ‘competencies and helping learners meet specific performance expectations.

Nationwide

• Facilitated delivery of training content in classroom setting, building sales knowledge, skills and abilities. • Facilitated delivery of training on Sales and Product Knowledge about DIRECTV NOW Product. • Facilitated training on sales procedures to language line, customer service, face to face instore sales and Tele sales teams. • Facilitated learning, developing participants ‘competencies and helping learners meet specific performance expectations saw a 300% increase in sales.

Silver Spring Maryland

• Facilitated delivery of training content in classroom setting, building workforce knowledge, skills and abilities. • Facilitated delivery of training on Sales, Customer Service, Retention, Billing and Repair for CSG conversion. • Managed classroom environment, ensuring quality learning experience, and escalates inappropriate behavioral issues to local HR representative. • Facilitated learning, developing participants ‘competencies and helping learners meet specific performance expectations.

Spartanburg Sc

• Designed and delivered high quality, effective learning solutions using a variety of media for ISM Agents.• Facilitate learning via multiple vehicles, such as instructor-led training (ILT), leader-led learning, self-study, blended learning, just-in –time learning / webinars and e-learning.• Create learning experiences that equip new associates to excel in their work environments through expert classroom instruction, on-floor mentoring and one-to-one skills coaching.• Modify and presents training programs for representatives/agents.• Conducts training programs for representatives/agents and first-line supervisors on new products/services, selling skills and/or system changes.

Delivered learning curriculum and programs for a new Comcast National Center of Excellence that opened in Tucson, AZ and Spokane Washington.• Delivered training for Concierge Service for Comcast and Comcast Partner Service for the Amazon Training Project. • Facilitated delivery of training content in classroom setting, building workforce knowledge, skills and abilities.• Facilitated delivery of training on Sales, Customer Service, Retention, Billing and Repair for New National Call Center. • Managed classroom environment, ensuring quality learning experience, and escalates inappropriate behavioral issues to local HR representative.• Facilitated learning, developing participants' competencies and helping learners meet specified performance expectations.

Greenville, South Carolina Area

Trained existing employees on company’s products, services, enhancements to billing systems, and culture.• Trained practices and procedures, ensuring learning transfers and reinforcements for new products and services. .• Delivered customer service, new data product and service, functional and technical training.• Organized and facilitated classroom exercises, role plays, activities and assessment, reinforcing adoption and applications of concepts.• Facilitate and coordinate end user training and perform all related administrative tasks.• worked directly with Customer Support to identify, respond, and anticipate the training needs of existing Customer Service and Tech Support Representatives.

Greenville South Carolina

Harrisburg, Pennsylvania Area

Delivered standard learning curriculum and programs for a new Comcast Center of Excellence that opened in Harrisburg PA. Created consistent learning experience and built workforce capability.• Facilitated delivery of standardized training content in classroom setting, building workforce knowledge, skills and abilities.• Managed classroom environment, ensuring quality learning experience, and escalates inappropriate behavioral issues to local HR representative.• Facilitated learning, developing participants' competencies and helping learners meet specified performance expectations.

Columbia, South Carolina Area

Trained new hires on product, services, 2 billing systems and sales program.• Administered, organized and facilitated sales, products and billing systems, training new hires and embedding employees. Held first new hire class that passed all 4 assessments without retakes, retaining highest numbers on sales floor.• Provided product launches and up-skills, training instructional design team and existing employees on system changes.• Coached on performance, attendance, and behavioral challenges in classroom, coordinating with HR and sales leadership.• Recommended changes to training programs and assisted in development of new programs, making program more hands-on and less facilitator based.

Developed and implemented training program. Trained outside and inside sales representatives, business development representatives, and field account managers.• Developed, delivered and coordinated delivery of sales training for sales department for US and Canada. Held monthly new hire training classes for sales team.• Supported sales skills training through development and delivery of sales modules. Educated sales force for any changes to system that developers created.• Established and delivered content, meeting external customer training and system needs.• Created and administered Train the Trainer courses. Worked with trainers in Philippines and Canada.

Trained new hire and existing employees on company’s products, services, systems, and culture.• Trained practices and procedures, ensuring learning transfers and reinforcements for new hires.• Delivered customer service, new data product and service, functional and technical training, preparing new hires for roles.• Organized and facilitated classroom exercises, role plays, activities and assessment, reinforcing adoption and applications of concepts.

Handled inbound calls and resolved data, technical support, customer service, loyalty management and global issues.• Handled all customers, including technical and customer service, global support, loyalty management service, and data issues. Held highest quality scores in company and department. Recognized at annual company kick off.

Master In Management Of Training And Development, Education

Bachelor'S Degree, Management And Marketing

Ba, Management And Marketing

Ed.S, Online Education

Master Of Business Administration - Mba, Real Estate Development/Marketing/Entrepreurship, 3.5