Heather Ramirez Medrano Email & Phone Number

San Antonio, Texas

• Use instructional and motivational methods to provide adults an interactive and engaged way to learn our vendor business.• Communicate policies, procedures, quality standards, processes, department standards, and organizational changes. • Keep up-to-date on current knowledge of all supported lines of business so that I am able to provide the most accurate training for our advisors• Retrieve and document evaluations of learners to see what areas of training need improvement. With the results of the evaluations I make any needed changes to the curriculum or update processes. • Creating and deliver up trainings, academy’s, and refreshers to our Vendor partners.• Complete Train The Trainer sessions to create a consistent message and training course.• Create documents to help provide a consistent communication between our Vendor Training Team and Vendor partners.• Submit expense reports for Vendor Training travel, communications, and Vendor sties.• Compile 30/60 day performance after initial training.• Compile classroom observation forms for Vendor partner trainers.• Compile a training calendar to track what each vendor location is training.• Work with Vendor Training Analyst, Project Managers, Learning Managers, and Account Managers to determine the needs of our vendor partners

• Use instructional and motivational methods to provide adults an interactive and engaged way to learn our business. • Facilitate a learning curriculum for new advisors to learn their new job functions. • Provide detailed information to get the advisors ready to start taking calls for their line of business and transition to the floor for their nesting period. • Use multiple methods to document and communicate the performance of our new advisers and provide feedback to Team Managers, Department Managers, Training Embedment Manager and Training Advocates. • Communicate policies, procedures, quality standards, processes, department standards, and organizational changes. • Work with Human Resources and the Central Training Manager to address attendance and personal conflicts advisers may have so they can be addressed in a timely manner. • Keep up-to-date on current knowledge of all supported lines of business so that I am able to provide the most accurate training for our advisors. • Retrieve and document evaluations of learners to see what areas of training need improvement. With the results of the evaluations I make any needed changes to the curriculum or update processes. • SPOC for the Retail Support line of business for all training teams nationally. As such, it is my responsibility to maintain the curriculum and communicate any changes made to all other trainers that facilitate Retail Support. I am the liaison between the San Antonio site and all other sites to keep a line of open communication. • Travel overseas and co-facilitate a new hire training class. During this assignment I was able to help create and maintain the curriculum for the LOB we were training. I was able to see and understand a different cultures way of learning the Sears material. I was given the opportunity to see different activities that trainers did to help embed the information that was being provided. • Accepted an assignment to work with the Vendor Training Team.

San Antonio, Texas Area

• Train agents during their “nesting period” which is their first two weeks on the call taking floor. • Provide the agents with their daily numbers and information how to meet their goals for the call floor.• Conduct daily coaching’s and meetings with the agents to make sure they are up-to-date on policy and procedures as well as information for their line of business. • Ensure that the agents have the right information and set up for success when they graduate to go on to the call taking floor. • Able to give the motivation to each individual by becoming a teacher and a mentor to help agents progress and move forward with the company. As a Training Advocate I had the opportunity to complete a Real Time Assignment (RTA). I worked with GM Amy to create focus groups, receive advisors feedback about the sites low scoring engagement survey, analyze the results, and provide solutions based on the feedback. Another project that I work on was creating meeting decks that would be used by all Training Advocates when facilitating daily meetings with new associates. This helped to ensure consistency of important topics for new advisor’s success.

• Trained as a Technical Specialist at Sears Holding. • Speak with different members every day and help them try to fix their appliances. • Able to provide excellent customer service to the members by doing what I can to make them happy and getting the fastest result. Through this position I have been given the opportunity to learn about Sears as well as how to repair appliance. By being able to gain this knowledge I am now more able to assist customers with their concerns and give them full confidence that Sears appreciates its member’s and will provide a WOW customer service experience by going the extra mile to getting their issue resolved

• Trained in multiple positions (counter clerk, quality check in the plant, outside accounts, and at home delivery service) has given me the privilege of being able to deal with the clients on a personal level and deliver excellent customer service, by getting to know the customer and find out their wants and needs.• Able to help the customer gain knowledge of the dry cleaning and laundering processes. • Handled customer complaints, • Dealt with customers one-on-one to find out their problems or concerns and help fix the situation as well as let upper management know so we can find a solution to prevent the issues from reoccurring. • Complete all monthly statements and billing for the entire Comet business accounts as well as home delivery customers. • Train new employees on their new position. I was able to give the employee detailed training on their position as well as help them retain the information during their probation period.