Kimberly Jones Email and Phone Number

Managed a team of up to 16 trainers. Supervise instructors, evaluate instructor performance, and created/maintained performance development plans to assist with career advancement. Prepare and monitor training budget for direct reports.Monitor the effectiveness of training programs, providing recommendations for improvement to design team. Arrange for ongoing initiative training and personal development classes for employees, working with operation team members for scheduling purposes across five call centers. Schedule classes based on availability of classrooms, equipment, and/or instructors.Supported New Hire training for five different call center locations across the US. Meet with staffing and call center leadership to determine class start dates, headcount, and trainer availability. Confer with management and conduct surveys to identify training needs based on performance and industry changes. Project Management experience taking lead on high priority initiatives. Key contributor on 2014 New Hire Curriculum Redesign. Lead virtual sessions with client leadership to provide an introduction to the redesign including the strategy and purpose. Facilitated virtual trainer overviews to share the goal of redesign and impacts to the trainer role. Coordinated roll-out of sustainment plans. Actively partnered with our design group to communicate feedback compiled from pilot classes. Assisted peers with preparing for the national launch by creating communication plan and presentation. Communicate course announcements within a timely manner, tracking training completions, and reporting our progress to leadership.Screen, hire, and assign trainers to positions based on qualifications.

Offer specific training programs to help workers maintain or improve job skills.Assess training needs through surveys, focus groups with frontline employees, and consultation with leadership.Develop alternative training methods and recommendations if expected improvements are not seen.Present/Evaluate using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, multimedia, or lectures.Evaluate training materials prepared by instructors, such as visuals and training aids. Monitor training costs to ensure budget is not exceeded, and prepare budget reports to justify expenditures.Facilitated Instructor Competency Workshops to skill up newly hired trainers.Participated in site visits to conduct quality inspections on trainer performance in vendor locations within the US, Philippines, Canada, and Jamaica.

Instruct students individually and in groups, using various teaching methods, such as lectures, discussions, and demonstrations.Prepare materials and classrooms for class activities.Establish clear objectives for all lessons and programs, and communicate those objectives to students.Plan and conduct activities for a balanced program of instruction, demonstration, and practice that provides students with opportunities to observe, question, and investigate.Adapt teaching methods and instructional materials to meet students' varying needs and interests.Use computers, audio-visual aids, and other equipment and materials to supplement presentations.Prepare objectives and outlines for each lesson, following curriculum guidelines established by design team. Select, store, order, issue, and inventory classroom equipment, materials, and supplies.Collaborate with other trainers and designers in the development, evaluation, and revision of New Hire program. Perform administrative duties such as completing expense reports when required to travel, follow up each lesson to ensure accurate tracking of training progress, and monitor student attendance.

Responsible for receiving inbound calls to answer customer questions, manage accounts, and troubleshoot equipment in a timely manner.Obtained Representative Level II responsible for saving customers wanting to cancel service.Acted as a mentor for new employees while they observed daily activities and listened to customer interactions.