Cody Durham Email & Phone Number

Spanaway, Wa, Us

Richardson, Texas, United States

Richardson, Tx

➤ Training, coaching, supervising, and motivating all Assistant Managers and Supervisors for full the onboarding experience.➤ Effectively determining gaps in trainee understanding or training material, utilizing adult learning principles and theories.➤ Monitoring trainers on presentation and facilitation skills while relaying company culture, policies, procedures, and mindset.➤ Designing and administering training programs, providing expertise in development design, and identify training needs.➤ Incorporating best practices through shadowing, simulations, and training sessions in coaching and mentoring strategies.➤ Utilizing data to guide decision making strategies on new hire performance, while analyzing data and providing feedback. ➤ Evaluating team and individual performance and providing guidance to enhance customer service and drive satisfaction.➤ Spearheading strategic directions to uphold the culture of excellence and promote a great customer service experience.➤ Demonstrating ability to translate business needs into actionable tasks and drive successful outcomes for the company.➤ Directing process enhancements and development efforts to establish standard procedures and all escalation policies.➤ Implementing innovative onboarding strategies to achieve faster solution deployment and process implementation plans.➤ Communicating trainees’ success/opportunities in a direct positive manner and providing corrective action when needed. ➤ Skillfully ensuring all team members receive quarterly development meetings and plans to implement objectives.

– Richardson, Tx

➤ Coached over 100+ new hire agents in addressing complex and challenging calls and providing engaging training plans.➤ Trained agents to assess and address learning gaps while also executing strategies to achieve key performance metrics.➤ Organized training activities for new and existing employees while providing performance evaluations and reviews.➤ Implementing departmental process change initiatives to promote efficient operational improvements and progress.➤ Identified underperforming metrics and generated strategic solutions to leverage existing tools, programs, and resources.➤ Continuously recruited, interviewed, hired, and trained employees for positions according to specific business needs.➤ Utilized data to develop strategies for success while developing industry-specific training materials to address needs.➤ Developed strategies to meet results, leveraging the customer loyalty program, events, product knowledge, and services.➤ Trained and developed associates to ensure they continued to provide outstanding service and represent brand standards.

Irving, Tx

➤ Designed behavior-changing content, e-learning, and various other training materials using specific training theories.➤ Directed the Train-the-Trainer programs to ensure that each organizational area is equipped with the necessary skills.➤ Supervised and conducted role-based training analysis to design a curriculum for training needs and create testing plans.➤ Successfully collaborated with team members to ensure all programs were communicated, implemented, and reinforced.➤ Evaluated processes to measure the effectiveness of training programs, ensuring that all training needs were identified.➤ Organized daily activities and effectively communicated with team members to maintain clearly defined expectations.➤ Maximized interactive training strategies, including the study, design, and maintenance of best practices for learning.➤ Monitored compliance with policies, employment, and sales regulations and continually improved specific areas in need.➤ Collaborated with various other department employees responsible for training and development of management teams.➤ Managed and guided associates to effectively execute company priorities and create an enjoyable customer experience.

Irving, Tx

➤ Managed all assessments, job aids, reference guides, and other support materials to resonate with organizational goals.➤ Coached senior leaders such as directors, financial controllers, and key team members to facilitate change strategies.➤ Advanced organizational change management initiatives by providing training for new hires, mentoring, and coaching.➤ Implemented survey evaluations of training programs to ensure current learning needs were met to facilitate education.➤ Engaged with many areas within the organization to align team members and increase awareness of change initiatives.➤ Focused on core change management processes such as team analysis, role design, site readiness, and training programs.➤ Consulted with operations leaders to identify individual performance gaps and implemented goals to inspire new hires.➤ Systemized curriculum implementation, instructional design, training delivery, training presentations, and modules.➤ Facilitated interactive working sessions with key stakeholders from each department to create a sense of ownership.➤ Developed, lead, and managed in-house consulting in terms of introducing quality standards and corporate governance.

➤ Learning Associate – Capital One – 11/2014 to 07/2019➤ Principal Coordinator/Learning Assistant – Capital One – 12/2014 to 01/2017➤ Lead Facilitator/Trainer/Coordinator – Capital One – 12/2012 to 12/2014➤ Sr. Frontline Coordinator/Customer Care – Capital One – 07/2011 to 12/2012➤ Advanced Tech Support – Dish Network – 10/2010 to 07/2011➤ Training & Installation Specialist – Choice Hotels International – 10/1998 to 07/2002

Bachelor Of Science - Bs, Technical Communications & User Experience

Associate Of Arts - Aa, Liberal Arts & Sciences, General Studies, & Humanities, 3.75

Activities and Societies: Dean's List

Therapeutic Massage Program, Licensed Massage Therapist