Cris Phillips Email & Phone Number

Houston, Texas, United States

-Deliver store training framework strategy that addresses workforce capabilities, skills and competencies needed to support current and future strategies.-Facilitate approaches and tools for building the overall effectiveness and well-being of our employees through engagement efforts, retention strategies, team development, and culture efforts, as needed.-Participate in design and execution of scalable and consistent individual contributor and manager experiences through the creation and delivery of learning journeys that promote development and engagement.-Evaluate and measure reporting to determine the effectiveness of training.-Design, develop and implement learning strategies that include solutions to address specific organizational gaps and development needs.-Manage through organizational change initiatives, identifying opportunities for on-time training interventions and new leader enablement tools.-Participate in creating an agile enterprise-wide learning culture through the design and implementation of training deliverables, from learning objectives to modalities to tone.-Serve as the train the trainer facilitator across store training initiatives.-Co-manage the Store Training SharePoint page.-Act as direct contact for LMS vendor. -Stay current on developments and innovations in training and education in our industry so that Tailored Brands’ training continues to evolve.-Lead and support other individual and team projects and initiatives as needed.

Houston, Texas, United States

Implemented the first ever LMS system, for in-store training resulting in a 13% knowledge lift. 1.1 million training sessions and 2,4 million questions answered since we launched in February of 2021. In 2022 Q4, participation is 81% (% of users who have logged into the system in the last 30 days) and 5.6x frequency (average number of training sessions per user within the last 30 days) across all lines of business. - Administrator for LMS- Improve efficiency and quality of work by designing, developing, evaluating, and maintaining compelling, engaging and impactful digital content for eLearning onboarding paths- Coordinate the development of eLearning courses with third party content creators- Enhance and complement the eLearning modules and paths with experiential exercises, reference materials, and instructor-led content- Ensure consistency in delivery and quality across multiple audiences by developing a Train-the-Trainer program for internal leaders- Ensure relevance and accuracy of training content by working closely with Operations leadership and subject matter experts- Maintain our LMS (Axonify) and knowledge base, ensuring courses are assigned and completed by appropriate audiences, and content is updated consistently- Support the design of portal architecture for content curation and pathways- Coordinate language translation of eLearning content, questions, and documents- Utilize LMS (Axonify) reporting capabilities and developing custom reports to assist with planning and managing training and development initiatives- Run demos of the system and provide training to individuals and users groups- Lend expertise in the technical aspects of eLearning by working with our service desk to resolve issues- Provide proofreading and formatting support to ensure consistency for internal documentation- Create, edit, and distribute internal communications - Design in-store signage advertising policies, procedures, and systems

Houston, Texas, United States

- Assist in managing the LEAD- First time people manager program- Assist in building and managing the IMPACT- Experienced Manager - Assist in building Training and SPARK- All employee training program- Deliver L&D framework strategy that addresses workforce capabilities, skills and competencies needed to support current and future strategies- Facilitate approaches and tools for building the overall effectiveness and well-being of our employees through engagement efforts, retention strategies, team development, and culture efforts- Participate in design and execution of scalable and consistent individual contributor and manager experiences through the creation and delivery of learning journeys that promote development and engagement- Design, develop and implement learning strategies that include solutions to address specific organizational gaps and development needs- Manage through organizational change initiatives, identifying opportunities for on-time training interventions and new leader enablement tools- Create efficiencies and consistent experiences between the functional onboarding programs; create strong working relationships with HR Business partners across the organization- Participate in creating an agile enterprise-wide learning culture through the design and implementation of training deliverables, from learning objectives to modalities to tone- Contribute to the instructional and creative design function; encourage new and creative technology, themes, and tools for training a diverse and dispersed employee population- Aim for creative and on-the-job application with an iterative approach- Serve as the train the trainer facilitator across the L&D programs- Co-manage the L&D SharePoint page- Drive/support programs such as the Engagement Survey and Timely Tips micro-learning- Lead and support other individual and team projects and initiatives as needed- Stay current on developments and innovations in training and education in our industry

Houston, Texas Area

- Train and motivate consultants to become quality Contact Center employees through new hire and developmental training- Define, develop, and refine Contact Center training, processes and procedures- Develop and maintain quality working relationships by educating Contact Center Consultants- Maintain a customer centric focus with a sales friendly attitude- Display proficiency in all Contact Center operating systems and procedures- Maintain integrity of customer history database- Monitor and provide feedback in a timely manner to department management- Assist consultants with achieving both quality and metric related goals

Houston, Tx (100% Remote)

- Develop teaching aids and reference works to train peers across divisions- Write and publish training content and communications for the team- Responsible for onboarding and new hire training in the local office- Educate and train clients on our Retail and Business Online suite of products via the phone, email, self-created job aids, and interactive Bomgar sessions- Assess client's training needs and recommend upcoming sessions and different training options- Act as a liaison with internal groups such as programmers, implementations, branding, and Mobiliti to complete requests and/or facilitate a successful resolution- Capable of working in a dynamic and rapidly changing environment demonstrating an ability to learn quickly and become familiar with new applications- Excellent client relationship skills and proven ability to form strong business relationships- Research and problem-solve to determine resolutions to reported problems while tracking trends- Log, track, and manage incoming calls and cases professionally while maintaining specific and in-depth notes to provide both timely and accurate resolutions, ensuring the utmost client satisfaction- Resolved more than 70% of inquiries within the same day; received an average score of 95% of overall service and 95% for quality on customer satisfaction surveys

Phoenix, Az

Advanced to supervisor role to increase office organizational operations through successful leadership, action plan facilitation, and timely customer service within e-payments division. • Led several successful teams across different departments including EFT Card Services, Advanced Services for in depth research, Inbound, Email, and the Client Partner Assist Line• One on one training with my associates, new hire training support, and led brown bag lunch sessions as refreshers• Assisted in opening of a new call center in Hickory, North Carolina by providing live one on one support for new hires as they handled inbound calls• Significantly improved manager and employee performance by identifying and clarifying problems, evaluated and implemented, and provided training as needed• Initiated and implemented staff training and development plans which provided cross training and other approaches that offered challenging opportunities for staff flexibility and development• Identified production, processing, workflow, and other issues that affected the customer experience, reported and consistently worked with management and other departments to ensure timely service

Phoenix, Az

• Supported both ePayments and EFT Card Services Operations• Assist associates with fraud detection, hot card, requetsing replacement cards, and escalations• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance across channels and teams• Facilitate brown bag working lunch sessions to refresh new hire training material• Subject matter expert in new hire training classes assisting the trainer

Phoenix, Az

• Subject matter expert in the email channel, responsible for team communications and reporting• Achieved customer service objectives by reviewing customer service information and recommendation reviews. • Routinely consulted with management and executives across the company regarding targeted services and supported the execution of the outlined workforce strategy. • Successfully resolved customer complaints by investigating reported issues, developing solutions, and facilitating timely corrective actions.

Macy'S Chandler Fashion Center, 3107 W Chandler Blvd, Chandler, Az 85226

To achieve daily, monthly and annual sales goals through brand education and advanced fragrance selling skills. Fragrances: True Religion, Christian Audigier, BCBGMAXAZRIA, Justin Beiber, and Ed Hardy • Track and communicate sales performance to regional sales manager on a daily basis• Uphold the highest integrity of the brand at point of sale• Understand the competitive landscape and how that influences consumer behavior• Provide full range customer service including product information, sales and execution of all in-store events• Initiate service consultations by asking questions to learn the customer’s preferences and needs• Provide honest and confident product knowledge to act as an expert for the customer• Build lasting relationships with customers by contacting them to follow up on purchases, suggest new products and invite them to upcoming events• Ensure that all communications with customers are courteous, cordial and professional• Maintain strong partnership communication and teamwork with store management and associates• Be responsible for counter environment and products being clean, well-organized, and well-presented at all times

Tempe, Az

• Resolve customer inquiries received via phone regarding their store credit cards and visa credit cards• Deliver consistently excellent customer service, navigating systems, procedures, and other resources to provide accurate and timely resolution to customer inquiries, and documenting problem resolution and customer contact.• Process credit increase requests• Incent customers to not close their account

Phoenix, Az

• Create schedules• Process time cards• Deposit funds• Build internal components of the store• Dismember internal components of the store• Greet customers as they arrive in the store and provide them with information regarding products and/or services• Respond to customers’ complaints and take necessary actions resolve their issues• Bag, box and wrap purchased items• Enter transactions in the cash register and provide customers with the total bill• Sort and count currency and coins• Issue receipts and change to customers• Count money at the beginning and ending of each shift• Process purchases, exchanges, and refunds• Assist in stocking shelves, rotating merchandise and marking prices• Train other staff members to work as cashier• Maintain knowledge of store inventory and sales activities• Keep the work area tidy and clean

Scottsdale, Az

• Greet customers as they arrive in the store and provide them with information regarding products and/or services• Respond to customers’ complaints and take necessary actions resolve their issues• Bag, box and wrap purchased items• Enter transactions in the cash register and provide customers with the total bill• Sort and count currency and coins• Issue receipts and change to customers• Count money at the beginning and ending of each shift• Process purchases, exchanges, and refunds• Assist in stocking shelves, rotating merchandise and marking prices• Train other staff members to work as cashier• Maintain knowledge of store inventory and sales activities• Keep the work area tidy and clean

Tempe, Az

• Provide help desk support to employees experiencing hardware, software, and networking issues• Document all issues and generate reports detailing common problems and error trends• Assign cases to the appropriate department for further assistance

Tempe, Az

• Calculate charges for services or merchandise and receive payments • Prepare goods for rental or purchase • Maintain records of transactions and customers entering the company • Describe procedures, policies and rental fees • Accept returns, rent items, and establish terms for services • Greeting customers• Processing transactions quickly through point of sale system

Ba, Communication, General, 3.2

Associate Of Arts (Aa), General Studies

Education record

Activities and Societies: Yearbook From My Heart Community Service Club