- Specialized in leading trainings for Inbound (customer service via phone calls), Casework (document verification), High-Risk (monitoring fraud, salvage, damaged cases), and Digital Communications (customer service via chat) classes- Worked with a team of Coordinators/Leaders in preparing materials and admin items related to the success of each class- Collaborated with management to periodically review and update training program objectives

- Worked with Training Specialist/Leaders in preparing materials and admin items related to the success of each class- Led group and solo sessions that tested the learned knowledge and ensured understanding of the acquired role- Successfully navigated through Workday, Citrix, and Salesforce admin

- Facilitated superior customer experience by addressing customer concerns and immediately resolving problems- Built sustainable relationships and trust with customer accounts using open and interactive communication- Navigated multiple computer systems and applications and utilized search tools to find information

- Cultivated and maintained work culture through team building and positive interactions- Fostered collaboration among team members using strong communication and prompt conflict resolution- Oversaw shift operations to create quality products that met company standards- Held team members accountable during shift by effectively coaching to improve performance- Coached team members, delivering candid feedback on expectations and performance- Created successful shift plans, adjusting team member line-up to achieve shift efficiency- Participated in leadership meetings to develop new policies and procedures

- Presented and explained drink menu, answering questions to educate customers- Followed operating instructions and troubleshot breakdowns, keeping equipment operational- Brewed espresso and added syrups and steamed milk to craft specialty drinks for customers- Welcomed customers and answered questions regarding menu items and preparation methods- Operated cash registers and handled cash and card transactions

- Mentored online and in-person communication sessions for ASU students participating in Public Speaking classes- Created training material to enhance and encourage the values of the Communication Lab- Remained professional while building strong connections with students and professors- Attended and assisted in external professional development events for Discover Bank, DECA, Inspire Arizona, STEM Programs and the Boys & Girls Club of America- Collaborated with lab Mentors/Directors closely to achieve individual and team goals- Prepared students for later educational experiences by encouraging them to explore learning opportunities and to persevere with challenging tasks