Lesha Fields Email & Phone Number

Cleveland, Ohio

Women's MinistryJr Sunday School

Cleveland/Akron, Ohio Area

Responsible for preparing employees to excel in their roles as technical advisors by planning, conducting, and evaluating technical support Troubleshooting lesson plans and curricula, downloading and converting lesson plans for use with online Blackboard Collaborate classroom, Organization of daily materials needed to deliver engaging and informative classroom technical and non-technical materials, Ensuring students stay engaged and on task learning at the required pace designated by the program. Analyze students who are having difficulty with technical issues and assist in troubleshooting those issues. Note attendance and classroom behavior on in excel spreadsheets. Create a personal action plan based on notes to assist in the continued progress with students who may be having difficulty. Create and facilitate training programs and coaching for Quality and Team Leads to assist their teams with customer service, transitioning from training environment to production and leadership development .

Cleveland, Ohio

As Advisorresponsible for answering and resolving technical product-support questions received from customers. provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer. responsible for ensuring call resolution is provided in a timely manner, meeting Average Handle Time requirements for the program, while maintaining the highest standards of quality, and ensuring complete customer satisfaction with every interaction. As Flex Trainerdelivering and facilitating training materials to new and existing advisorsdeveloping and delivering effective job aides for New Advisor TrainingAs Team Captain performed live calls observations and coached advisors on findingscoached advisors based on weekly peer feedback reportscoached advisors based on Scorecard/Leader Board resultsAs Core TrainerDeveloping and delivering curriculum (customer service, leadership curriculum, etc)