Carla Bowman Email & Phone Number

● Assist with managing team and overseeing all aspects of employee training, including observations/coaching, recruitment, and managing reports to leadership and clients.● Onboard new hires with the setup of classes and facilitating training modules on how to support, create actions, and execute client requests.● Manage our internal SME Team, including defining roles, scheduling shifts, and coaching.● Collaborate with the Quality Team to ensure processes and content are aligned. ● Create and design a curriculum to refresh current practices and fill gaps within the new hire curriculum. ● Create tools to improve reporting, such as Excel files to track rosters, schedules, peer mentoring sign-ups, and training modules delivered. ● Update learning activities and documents (including SOPs) to align with current procedures.● Led a study on an agent shadowing program to identify gaps and issues to improve the program. ● Began a peer mentoring program to help create a model of self-sustaining behaviors for the team. ● Collaborate with Operations on requested curriculum designs.● Assist the Quality team with task evaluations and reports.

● Onboard new hires with facilitation and setup of classes for training modules on how to support, create actions, and execute client requests● Manage the classes with attendance, 2x daily reports that are shared with leadership and clients, observations, and scheduling shadowers for training modules as the virtual producer● Create tools to improve training process, such as creating a tracking process for the self-guided training● Update learning activities and documents to align to current procedures for new hires● Led a study on the agents shadowing activity to identify gaps and issues in the presentation to improve success rates● Identify gaps in floor support for agents, define agent accountability and roles, and provide a model of self-sustaining behaviors

● Manage customer order requests and investigate shipping issues to resolve concerns quickly and efficiently as possible● Member of the floor support team, provide assistance to other agents and reinforce training through on-demand guidance● Identify potential issues and bottlenecks in other client support tasks, and provide solutions to team members as needed

Johnson City, Tennessee Area

Offering private instruction on the flute. Teach students of all ages and levels. Students have consistently placed in honor band, All-East, and All-State. Students have also consistently won scholarships and acceptance into university.

United States

● Provide customer care by actively listening to determine the nature of the issue and quickly provide simple solutions to resolve the matter. ● Maintained a 90% or higher customer satisfaction rating. ● Perform accurate data entry by logging cases correctly and efficiently.

Reviewed and rate web content, using a web application to support the measurement of search data relevance.

Kingsport, Tennessee

● Instructed 6th-8th grade students in the fundamentals of wind and percussion instruments. ● Achieved above-average scores and exceeded national, state, and school standards. ● Recruited and retained 53% of the total 6th-grade class.● Position was at Innovation Academy - at the time, a leading STEM school in the area.

Bristol, Tennessee

Assisted or lead sectional rehearsals, marching rehearsals, and full band rehearsals. Directed the Concert Band ensemble. Overhauled, organized, and digitized music library. Drafted most electronic communications to parents and students. Updated and assisted with the design of the band webpage.

Knoxville, Tennessee Area

Implementing the lesson plans left by the teacher, utilizing classroom management strategies to encourage appropriate student behavior.

Knoxville, Tennessee Area

Overseeing floor changes and marketing roll-outs, as well as employee education on product knowledge and sales techniques.

Bachelor'S Degree, Music Teacher Education

Activities and Societies: Pride of the Southland Band, member Sigma Alpha Iota, member School of Music Student Council, member Member.

Master'S Degree, Music Education, 3.88

Graduate of Distinction