Felicia Conner Email & Phone Number

Arizona, United States

Phoenix, Arizona, United States

Scottsdale, Arizona

Scottsdale, AZ

Santa Monica, CA

• Manager of Training: Responsible for the development and implementation of training strategies, plans, and processes for a Customer Success team of 100+ professionals. Launched and implemented a learning management.
• Worked cross-functionally to ensure consistent and accurate information.
• Responsible for organizing and training all new staff members for the Customer Success organization.
• Assisted with the training development of new staff members for various departments outside Customer Success.
• Worked closely with cross-functional leaders to ensure training materials and messages were consistent, customer-centric and on brand for messaging.
• Constantly introducing new approaches and practices to improve the efficiency and effectiveness of training and onboarding.

Santa Monica, CA

• Training Coordinator: Responsible for the development and implementation of training strategies, plans, and processes for a Customer Success team of 85+ professionals and Sales. Launched and implemented a learning.
• Worked cross-functionally to ensure consistent and accurate information.
• Responsible for organizing and training all new staff members for the Customer Success organization and Sales.
• Assisted with the training development of new staff members for various departments outside Customer Success.
• Worked closely with cross-functional leaders to ensure training materials and messages were consistent, customer-centric and on brand for messaging.
• Constantly introducing new approaches and practices to improve the efficiency and effectiveness of training and onboarding.

United States

• Sales Trainer: Responsible for the development and implementation of training strategies, plans and processes for a sales team of 70+ professionals. Worked closely with cross functional leaders to ensure training.
• Played a lead role in designing, authoring and delivering successful sales training for the largest and most strategic product launch in the company’s history.
• Created and administered a quality assurance program, including a call evaluation process, that provided timely and meaningful feedback on sales performance.
• Launched a certification program to encourage career development and continuing education.
• Develop new hire documentation, collateral and onboarding process

United States

• Manager of Training and Quality Assurance (QA): Led, motivated and developed a team 4 Quality Analysts and Trainers that were responsible for supporting Customer Service Teams in 4 locations (2 international)..
• Created and launched a QA program that provided timely and meaningful feedback on staff performance.
• Worked cross functionally to ensure consistent and accurate information.
• Assisted with the recruitment, hiring, and training of new staff members.

Irvine, CA

• Customer Support Supervisor: Managed a team of customer service representatives and oversaw a team of 50 CSR’s across 1 international and 1 remote location. Acted as a resource for agents to answer questions about.
• Created robust 5-month ESL Learning Program for the representatives in our new Costa Rica office.
• Created and managed a customer Save Team that achieved a 30% reduction on customer churn within the first 60 days after implementation.
• Collaborated with management team and peers on achieving strategic goals and objectives under constant deadlines.

Irvine, CA

• Implementations Specialist, WebPT: Worked closely with the top Kareo partner (WebPT) to ensure client issues were resolved in a timely manner. Supported the overall business with WebPT related questions and issues..
• Hosted Kareo webinars and trainings for WebPT/Kareo clients during their implementation period.
• Acted as an account manager for at risk accounts.

Greater Los Angeles Area

• Account Coordinator, NARS Cosmetics: Account manager for nine Nordstrom locations in the Los Angeles area. Educated and coached employees on ways to continually increase department volume. Trained all Nordstrom.
• Built lasting relationships with customers by contacting them to follow up on purchases, suggest new merchandise, and invite them to upcoming events.
• Supported the sales goals of the team by facilitating bookings and filling open positions.
• Hand selected to work out of multiple Nordstrom locations during store peak hours.

• Assistant Department Manager, Cosmetics: Managed all aspects of the cosmetic department including but not limited to visuals, merchandising, event planning/execution, stock, cleanliness, floor moves. Directed all.
• Assisted the Department Manager in setting and managing total counter goals for 22 counters while also achieving personal sales goals.

Nordtrom Costa Mesa

• Business Manager, Cosmetics: Worked as a Business Manager for both NARS Cosmetics and Cover FX. Set and managed total counter and individual consultant goals while achieving personal sales goals. Conducted professional.
• Met and exceeded all sales and event goals.
• Received recognitions from NARS Cosmetics for exceeding sales goals.

Operations Manager: Coordinated all aspects of a corporate event including recruiting, staffing, scheduling, set-up, crisis resolution, vendor scheduling, and customer relations. Analyzed and improved organizational processes and reporting, improved quality, productivity, and efficiency. Trained, coached, motivated, promoted, reviewed and managed staff of.

Master’S Degree, Religious Studies, Women Studies

Activities and Societies: Religious Studies Club Graduate Assistantship

Ba, Liberal Studies

Activities and Societies: Founding Mother of Theta Alpha Sigma sorority Minor in English

Aa, Liberal Arts

Activities and Societies: Alpha Gamma Sigma Honor Society Alpha Gamma Sigma Honor Society