Emily H. Email & Phone Number

Johnson City, Tennessee, United States

• Work alongside direct Manager to implement and supply training curriculum, standard operating procedures (SOPs), and act as an official communicator on behalf of the department regarding new information and routine.
• Integrate gamification and technology into SOPs by utilizing the entire Microsoft Suite, Learning Management Systems, such as Saba, product management systems such as Asana, and additional external resources, such as.
• Deliver training and onboard new hires on SOPs, time management skills, effective negotiation, and operating systems such as Salesforce, Recurly, UKG Pro, and A-CRM applications.
• Coordinate and facilitate small group and individual training sessions based on staff and organization learning needs on a weekly basis.
• Routinely evaluate business training needs and adjust staff development and educational programs.
• Conduct ongoing needs analysis leveraging employee feedback, field interactions, and subject-matter expertise to adjust learning strategy and curriculum.

Johnson City, Tennessee, United States

• Work alongside direct Manager to implement and supply training curriculum, standard operating procedures (SOPs), and act as an official communicator on behalf of the department regarding new information and routine.
• Integrate gamification and technology into SOPs by utilizing the entire Microsoft Suite, Learning Management Systems, such as Saba, and additional external resources, such as Kahoot, Canva, and Screencast-O'Matic.
• Deliver training and onboard new hires on SOPs, time management skills, effective negotiation, and operating systems such as Salesforce, Recurly, UKG Pro, and A-CRM applications.
• Coordinate and facilitate small group and individual training sessions based on staff and organization learning needs on a weekly basis.
• Routinely evaluate business training needs and adjust staff development and educational programs.
• Conduct ongoing needs analysis leveraging employee feedback, field interactions, and subject-matter expertise to adjust learning strategy and curriculum.

Bristol, Tennessee

• Worked with clients to solve problems while utilizing customer service and negotiating skills.
• Built rapport with clients to maintain retention and invite new leads.
• Utilized logical thinking and conflict management skills when working with internal employees and/or clients in difficult cases.
• Successfully maintained a reasonable turnaround time on all cases by ensuring needs were resolved.
• Proactive in continuous education to stay up to date on current material and changes.
• Maintained an average to moderate stake vs. revenue when offering monetary compensation in the event of a claim.

Wise, Virginia

• Provided comprehensive inbound customer engagement in financial services.
• Services were conducted via multiple channels such as phone, e-mail, and digital self-service.
• Documented each customer interaction to identify emerging issues.
• Assisted with mentoring and coaching opportunities with peers and new hires
• Received weekly recognitions for excelling in quality and personal stats.

Lynchburg, Virginia Area

Responsibilities included, but not limited to: Cashier duties such as dealing with different forms of monies and keeping an honest account of all transactions. Maintained the role of Sales Associate by ensuring the store looked presentable and of top quality for all our customers. Managed and led a team to keep the Fitting Room clean and a good experience.

Bachelor Of Science - Bs, Organizational Communication, General, 4.0

Bachelors, Liberal Arts And Sciences/Liberal Studies

Activities and Societies: Alpha Sigma Tau, Southwest Virginia Education Association, Teach for America

High School, High School/Secondary Diplomas And Certificates, 12

Activities and Societies: First Priority; Teach For America, Future Teacher's of America