Award-winning development of training material and larger curricula to meet immediate business needs, incorporating multiple adult learning styles and methodsIn-depth, metrics-driven needs analysis for targeted development of materialsDefining targeted job proficiencies for consistent targeted development of curriculaIn-person and virtual facilitation experience, with focus on advanced customer service & soft skillsScripting and development of online learningExpertise in assessment design, both written and practicalManagement experience with focus on positive, behavior-based coaching in support of metricsAdvanced Proficiencies: Word, Powerpoint, Captivate, AuditionIntermediate Proficiencies: Excel, Photoshop, Publisher, Cornerstone, SharepointStrong ability to learn new technologies quickly for implementation in new projectsDevelops myriad training materials to support rapidly evolving business needsCreated ground-up call flow process for Leads implemented company-wide, with focus on soft skills and development of their roles as members of leadership and examples to representativesCreated intermediate and advanced trainings for Streaming TV services implemented in all Repair centers company-wide to support changing role of existing Internet representativesLaunched support of different legacy customer management areas post-merger by a single groupAdapted existing, non-targeted material to train existing Internet representatives on Video RepairDevelops new instructional methods and curriculum, diversifying presentation methods amongst simulated, presented, and activity-based learning, focusing on specific behaviors to drive required metrics.Trains thousands of representatives and members of leadership both in-person and virtually across the country, delivering new initiatives in a changing environment.Received eight quarterly Silver awards.Selected to train newly formed departments at partner sites

Corporate Escalations Specialist – Resolved customer service corporate escalations via personal ownership & team collaboration, including damage claims and government escalations.Received eleven customer commendations within six monthsAided with floor support for new hires class, including training e-mail etiquette and peer coaching.Promoted internally to Trainer I

Sales, Customer Service - focus on sales, problem solving and claim resolutionManaged order and shipping errors, filed damage and loss claimsWork independently with vendors and clients to ensure customer satisfaction

Expert in sales, technical support and billingTop performer in productivity consistently in sales, one-call resolution, and all other metricsLocal High-Definition Expert

Expert in Home Theater - Responsible for educating customers on product, financing, and installationMaintained working knowledge of product, inventory, and value propositions

Managed event-driven, celebrity-frequented store adjacent to Memorial Stadium and Assembly HallHired, trained, supervised, and wrote schedules for all Front-of-House staffReceived Zero Critical Violations ratings on all state and corporate health inspectionsIncreased net sales during years of greatly increasing local competition