Managed operations and quality of nine corporate offices to optimize workflow and increase overall studio performance. Conduct new hire classes for streamlined onboarding process and accelerated integration of new employees. Organize training schedules, improve training efficiency, and ensure timely delivery of critical learning modules. Administer daily training sessions to boost team skill levels and improve overall productivity.

Identified training and developmental needs across various programs for developing and executing targeted training modules; aligned learning initiatives with business objectives. Collaborated with cross-functional teams and stakeholders as a change agent, process consultant, coach, mentor, and facilitator for successful organizational transformations. Produced learning content and voiceovers for upskilling modules in coordination with site departments to address productivity challenges and enhance performance

Responsible for designing and executing comprehensive, site-wide leadership development programs that align with organizational goals and drove the growth of entire Dallas workforce. Partnered with senior leadership and HR to identify leadership gaps, develop customized learning paths, and implement strategies that foster leadership capabilities at all levels of the organization. Managed talent assessments, delivered coaching and mentoring programs, facilitated leadership workshops, and measuring the impact of development initiatives.

Led and mentored workforce of 7 customer service supervisors, ensuring all teams delivered exceptional service while meeting performance goals and targets. Developed and implemented training, coaching, and customized leadership development programs to enhance skills and performance of both all CSR supervisors and 80+frontline agents. Monitored and analyzed key performance indicators (KPIs) for both supervisors and agents, ensuring adherence to service level agreements (SLAs) and customer satisfaction metrics. Facilitated over 300 new hire orientation classes for incoming frontline and management employees

Managed 15 inbound and outbound sales and retention agents to optimize performance and achieve desired sales outcomes. Identified challenges impacting customer experience and executed effective strategies to enhance client loyalty. Monitored team performance through direct observation, remote call evaluations, and thorough documentation reviews, serving as the primary resource for organizational policies.