Lesa Floyd Email & Phone Number

United States

• Developed and executed 80% of educational strategies aimed at bolstering Customer service, account management, sales, financial services, technical support, leadership and employee development.
• Worked alongside the design team to create and implement a company-wide e-learning program that increased employee completion rates by 40% and reduced training cost by 25% from a project management standpoint.
• Conducted a comprehensive needs analysis that led to the restructuring of the leadership development curriculum, resulting in a 35% improvement in leadership effectiveness scores for both international and domestic.
• Revamped the onboarding process for new hire curriculum, incorporating gamification and interactive content which shortened the ramp-up time to full productivity by 30%.
• Implemented a learning management system (LMS) called Workday, that streamlined training delivery and tacking, resulting in a 100% compliance rate with mandatory training and a 30% reduction in administrative time.

• Manage the coordination, execution, and oversight of the onboarding process for over 4,000 newly recruited personnel, ensuring their seamless integration into designated roles across various divisions such as Verizon.
• Coordinated with IT to set up necessary systems and accounts for new hires, reducing setup time by 40% and minimizing technical issues during the onboarding process both virtual and in office.
• Developed and implemented an onboarding process that reduced new hire ramp-up time by 35% and increased employee retention by 25% within the first 8 months.
• Conducted over 2,500 workshops and training sessions, resulting in a 97% completion rate across teams and leadership. Receiving 100% on instructor-led survey scores and a 40% increase in post-training assessments.
• Orchestrated the transition to blended learning approach, integrating virtual reality escape rooms, simulations and gamification that enhanced hands-on training effectiveness and increased employee engagement across.
• Led a diversity, equality and inclusion training series, contributing to a 10% increase in minority representation in leadership roles within two years.

Georgia

• Managed team(s) of 10-13 customer service, sales and tech support representatives, offering guidance and coaching to enhance team metrics resulting in a 20% increase in customer satisfaction scores.
• Directed and supervised comprehensive performance metrics, formulated and executed strategies to mitigate performance disparities, resulting in the enhancement of team adhesion scores from the 70th percentile to the.
• Utilized data analytics to discern gaps and pinpoint areas ripe for call center customer care, tech support and sales enhancements resulting in a positive impact on the company’s overall performance.
• Worked closely with the operations department to resolve concerns, including recurring call triggers, technical support needs analysis and revenue enhancement, leading to heightened operational effectiveness within the.

Georgia

• Provided comprehensive telephone support to diverse business clientele, including small, medium, state, local, and national enterprises. Demonstrated proficiency in resolving intricate technical concerns and executing.
• Identified and remediated hardware and software malfunctions proficiently while adeptly pinpointing network and application-related issues.
• Conducted a thorough examination and addressed issues pertaining to PC operating system functionality, with specific emphasis on troubleshooting within Device Manager and TCP/IP configuration.
• Facilitated the management team by providing support in the formulation and refinement of strategies geared towards improving operational efficiency within the organization.

Bachelor'S Degree, Communication And Media Studies

Diploma

Bachelor'S Degree, Communication And Media Studies