- Conduct needs assessments to understand learning needs, nurture internal networks, and inform the design of learning initiatives- In partnership with stakeholders, craft learning content that is engaging, customer-focused, and supports company goals and success- Facilitate live, virtual, and hybrid trainings for all departments and levels within the organization on a variety of topics, from coaching to compliance- Shape and deliver learning experiences that equip Managers with the tactical knowledge and strategic philosophies to successfully manage in the Fireclay way- Program manage onboarding at Fireclay to achieve a personal and meaningful experience that supports new hire acclimation and belonging- Measure effectiveness of learning programs through quantitative and qualitative methods including reporting and analytics, surveys, and debrief conversations with stakeholders- Continuously assess and refine learning and development programs to keep them current and optimize the learner experience and business impactShape and facilitate Diversity, Equity, and Inclusion trainings which raise teammates’ awareness and understanding of these topics and equip them to nurture an inclusive workplaceDesigned and implemented Fireclay’s first Performance Management program which equipped teammates with an understanding of their performance and empowered them to drive their careers

- Implemented Lessonly to support better learner experiences and comprehensive tracking of training data; current all time Learner Satisfaction Rating is 99.3%- Build and continuously improve training and development content, including 73 lessons in Lessonly built to date- Oversee a high-touch onboarding process designed to acclimate new hires quickly and support retention; responsibilities include facilitating new hire orientation, scheduling and leading trainings, and sourcing new hire’s equipment- Empower Managers and Supervisors by facilitating Manager Trainings; last Manager training was rated 94/100 by attendees- Close learning gaps by collaborating with stakeholders to identify training needs and partnering with them to produce training content- Calendar and track all training and development activities in our project management system Asana

- Created and implemented Fireclay’s first onboarding and training programs, which reduced salesperson ramp time by 75% and were later standardized across the organization- Developed company’s first sales processes and procedures which supported consistency in process and customer experience-Managed a group of design consultants to ensure the team exceeds its individual and group goals.-Successfully recruiting, training, and retaining team members.-Leveraged networking opportunities, referrals, and social media to create a database of highly qualified leads.-Sales and unparalleled customer service.

- Achieved a personal customer rating of 96/100 by providing a high level of service and expert design assistance- Built relationships with design industry leaders including Emily Henderson and Orlando Soria, both of whom later became Fireclay brand partners and ambassadors- Highest-booking Design Consultant in 2014 and 2015, converting 75% of all qualified leads-Support the Sales Team by using Salesforce to nurture web leads into delighted customers.-Guide customers through every aspect of the tile experience from sampling through quotation, ordering, production, and delivery.-Deliver Design Assistance to help customers visualize their projects and explore their options within the medium of tile.

- Provided showroom visitors a warm welcome by greeting them and providing any assistance needed- Fulfilled customers’ needs including project design, sample requests, and orders-Support clients through the ordering process by helping with material selection, issuing quotes, processing payments, and ensuring safe delivery-Assist clients with phone and email inquiries regarding materials, samples, the ordering process, and general company information such as showroom hours and location-Produce and post social media items to promote Walker Zanger and its products on FaceBook, Pinterest, and Walker Zanger blog-Support Samples Department with filling sample requests, filing returns, and performing annual inventory counts-Provide event support by preparing event spaces and guest materials (e.g. literature, promotional items)-Assist Finance with weekly cash drawer reporting by auditing opening and closing balances

- Provided exceptional customer service and was promoted to Account Lead for one of the company’s largest clients-Trained Help Desk representatives on clients' business activities and customer needs so they are prepared to provide superior service to clients and clients' customers-Established internal process documents to reinforce training and ensure process flows remain consistent-Created external process documents to assist customers in understanding and utilizing clients' services and reporting any potential issues-Performed Accounts Payable and Accounts Receivable processing as well as internal auditing to maintain clean financial and business records-Produced business reports for Account Management teams to illustrate clients' recent business activities, available funds, and profitability