As the first Training Manager at Golden Customer Care, I've had the opportunity to: * Build curriculum for both Customer Service and Sales Division new hire trainings, integrating adult learning concepts such as interleaving, spaced repetition, retrieval practice, generation, and elaboration. * Add trainers; create and deliver Trainer Certification Training to all new and existing trainers - the training consisted of leadership principals, coaching, presentation skills, and Instructional Design. * Create and hire for the role of Training and Content Coordinator * Create SOPs for administration of training team and classes (attendance, class tracking, learning surveys, etc.) * Train and developed Content Coordinator on eLearning construction in Adobe Captivate and other tools * Select and implement a Learning Management System throughout the organization and serve as LMS Administrator * Build unique eLearning content * Construct and deliver Leadership Development training to all management and Director * Create Coaching and Difficult Conversation discussion models adopted by all management * Design curriculum and agenda for on-the-job training for both Customer Service and Sales divisions * Create the role of Development Trainer to train, supervise and administer on-the-job trainingAs the first Communications Manager at Golden Customer Care, I've had the opportunity to: * Create and hire for the role of Communications Supervisor * Work with the Communications Supervisor to create SOPs for categorization and delivery new information related to products and processes * Serve as a primary point-of-contact between Salt Lake location and company headquarters * Assisted in content and administration of employee knowledge-base

Provided professional training expertise, training authoring experience, and managed a team of trainers and coaches for a call center company • Reduced new hire attrition 15% by improving onboarding experience through instructing and developing call center trainers in relationship building• Developed 10+ process and procedure documents, allowing call center trainers to perform their tasks in a consistent, repeatable manner• Improved key performance metric for new hire agents by over 20% by improvements to curriculum and trainer facilitation and implementation of a kinesthetic learning experience• Diagnosed call center agents' performance challenges and create additional training to address the challenges

- Coach and develop training team in support of new hire trainees, continuous training initiatives and career progression training- Manage training plan, gap analysis, and curriculum design and improvement for three clients representing television sales and retention, healthcare and technical support- Leadership development and process improvement- Key membership of: Employee Engagement Team and Charity Team; Leader of Social Media Team

Managed a team of sales and order support representatives supporting a mobile phone client.