Dawn Mcelfresh Email & Phone Number

Texas

Irving, Texas

* Supporting Recruiters and Marketers at Merritt Hawkins

Saginaw, Texas

●Perform all Barista and Shift Supervisor duties●Focus on connecting with customers and coaching new employees while improving store metrics

Phoenix, Arizona Area

●Partnered with key business stakeholders, cross-functional teams and vendors to analyze potential issues and determine learning objectives for all retail initiatives (including new product launches, on-going staff development and mentor programs) for the 52 retail branches●Developed curriculum for all retail initiatives, including objectives, course content, evaluation, post-course measurements of learning, and follow-up activities as needed●Effectively managed multiple projects with various deliverables and launch dates (types of projects included: new loan application system launch, mobile banking phone app launch, on-going credit report classes, new mentor program activities, new hire program re-design and monthly learning events for retail initiatives)●Facilitated classroom learning events, mentor workshops and meetings to ensure correct level of information is conveyed to all necessary parties in a professional manner●Streamlined work processes and demonstrated continuous effort to improve operations using qualitative analysis to determine learning effectiveness and identify on-going learning needs●Collaborated with e-Learning Design Specialists on project analysis, design and implementation ●Documented and communicated all project updates to senior management as needed through various channels including online forums and weekly progress reports

●Responsible for development of training programs from concept to implementation●Assess needs to determine appropriate curriculum and design accordingly, using a variety of training deliverables (online, face to face, handouts, etc)●Work collaboratively with other training work groups and subject matter experts to develop the most effective learning methodologies for employees at all levels●Ensure quality and accuracy of tools and processes by conducting end-user testing and validation●Create and conduct “Train the Trainer” certifications to validate trainer knowledge on developed training programs●Measure programs based upon company metrics and desired results●Maintain an online forum to communicate effectively with all project stakeholders ●Track all aspects of training programs by incorporating new curriculum, managing order forms, conducting quality audits, and creating monthly communications

Wilmington, North Carolina Area

●Maintained a close and professional relationship with National Account Managers, Account Liaisons, and Direct Sales to ensure continuity between departments and that customer expectations were met in a timely manner for all cell phone orders, service requests and customer service issues.

Wilmington, North Carolina Area

●Processed orders for cell phones received through internet and business channels, and provided customer support in a call center environment.