David Solórzano Email & Phone Number

Austin, Tx, Us

Austin, Texas Metropolitan Area

• Lead and manage training for payments teams implementing new workflows, cross training agents, and analyzing targets, and revamping tooling.• Manage Assistant Trainers and Subject Matter Experts in fungibility project to increase team agility by 65%.• Worked cross functionally with operations, quality, and change management leaders to manage evolving training and cross-training needs, data analysis, curriculum & content design, and delivery best practices.• Ensure Quality health of training is maintained weekly and provide insights week to week on changes and trends.• Effectively organizing and driving change management initiatives to ensure seamless training delivery.• Data driven approach to assessments, testing and quality monitoring, driving QA to >95% for training waves.• Led initiative to develop and implement a scalable 3 phase door-to-floor training program for 3 workflows including assessment creation, certification tollgates, and monitored production.

Austin, Texas, United States

—Facilitate onboarding, cross training and up-skilling of entry level and seasoned workforce in various analyst roles in 15+ onboarding waves in H1 of FY ’22 with a >98% pass rate.—Lead and support training for multiple verticals. Prepare, coordinate and plan training for each new training session based on group needs and client expectations and use resulting data to guide future innovation . —Strategically prepare and organize content to maximize learner retention and nurture learner’s critical and analytical thinking in all areas of instruction.—Perform tech enablement for new joiners and assist them in their transition to proficiency within the company’s technology environment.—Instructional Design; a complete overhaul of the Brazil Ombudsman training program. New program received praise from team leadership, as being highly effective and purposeful, while leveraging assessment data to drive up KPIs and assessment benchmarks to achieve proficiency scores above 99%.—Founded and spearheaded training innovation program with client.

Austin, Texas, United States

Austin, Texas Metropolitan Area

— Excellent QA and productivity track record throughout agent tenure in Payments Risk and Support, Classic and SMB Teams. Created and improved various documents used by multiple teams.—Led multiple shadowing sessions globally, adding 20% more highly-skilled agents to workflow.—Led team in successful efforts to decrease our average handling time and maintain team KPIs. Assisted Team Leads and SMEs, mentor agents in both ATX and Dublin. —Completed Training Team Development Opportunity.—Certified by client to deliver all client trainings. Recognized for completing ACN TQ trainings in record time. —Received various above and beyond awards and other recognitions.

Pflugerville, Texas, United States

—Excellent marks for excellence in instruction in all subjects. —Routinely used data driven approach to apply new skills post learning. —Excelled in applying the workshop model through a variety of multi-modal learning opportunities. —Passionate and successful in creating a desire for life long learning and professional development.

—Handled high priority issues worldwide on behalf of Apple’s Executive Team and CEO Tim Cook. —Led implementation of Root Cause Analysis and expansive knowledge of Apple's Supply Chain operations to write, edit, and improve new and existing internal procedures. —Collaborated with key stakeholders globally to develop, update, and educate workforce on new procedures and best practices. —Received repeated recognition from Apple Executive Team for excellent performance.

Train a team of 30 agents and advance their professional growth in a contact center/queue enviroment. Tasked with handling escalated situations and complex problems in the department.Assist a department of 200 plus agents with resolving complex problems, as well as preparing andadministering trainings for department.Handle urgent field requests and assess the necessary steps needed to assist field agents in complex situations. Required creative out of the box thinking and implementing effective and timely solutions. Excelled in customer service rankings.

• Founded publishing start-up and sold successful venture to investors.• Led and managed 15+ employees, strategic planning, and delivery in a fast paced deadline driven environment.• Led, managed and trained editors and writers team. Exceeded targets in in 1:1 sales to C-Suite executives, whiledriving sales performance of account executives.• Trained and developed excellent presentation background achieving full utility of Adobe CS and other tools.

Provide communications, strategy and public relations services for municipal political candidates. Write, edit and produce campaign messaging and strategy. Coordinated design team, online messaging. Managed press workflow for physical and digital distribution. Successfully implemented cohesive public relations strategy working with media outlets, reporters, etc. Managed candidate appearances in various media outlets and prepared messaging specific to target audience.

Devise PR and communications strategy for non-profit legislative group. Board member and manager of community outreach. Review and track pertinent legislation, lobby legislators and other influence wielding individuals, on how proposed legislation may affect Utah’s communities. Successfully tracked, shaped and influenced over two dozen legislative bills.

Marketing director of emergency technology equipment company; responsible for managing corporate accounts. Sales and contacts spanned the US. Other duties included marketing and design for the entire company.• Created and administered marketing strategy, design and production for emergency technology equipment company’s three product lines.• Managed corporate accounts, preparing proposals for institutions with product packages exceeding $50,000

United States, Japan, Australia, Indonesia

—Marine infantry. Leadership assignments included nuclear weapons security and antiterrorism.—Deployed with Marine Expeditionary Force to Japan, Indonesia, Australia, and the Pacific.