Mark Farmer Email & Phone Number

- Designed and developed comprehensive training programs tailored to organizational objectives and learner needs.- Produced high-quality training materials, including e-learning modules, presentations, manuals, and job aids.- Collaborated with subject matter experts to gather content and ensure accuracy and relevance of training materials.- Managed multiple projects simultaneously, adhering to timelines and budget constraints.- Leveraged learning management systems (LMS) to deliver and track training initiatives.- Conducted learner satisfaction surveys and evaluations to measure training effectiveness and identify areas for improvement.- Developed and analyzed Key Performance Indicators (KPIs) based on the Kirkpatrick Model of assessment.- Facilitated Virtual Instructor Led (VILT) training sessions and workshops to diverse audiences.- Stayed abreast of industry trends and best practices in learning and development to enhance training offerings.- Provided coaching and support to trainers and facilitators to ensure delivery excellence.-Monitored and adapted trainings to ensure learner retention best practices while adhering to time expectations.-Recognized by the Transformation Officer in December 2023 for being part of the most productive team in the department.

Dallas, Texas, United States

▪ Facilitate classroom led development of inbound call center customer service agents (phone, chat, & email) ▪ Assist learners using various learning styles (kinesthetic, auditory, and visual) to ensure properengagement and retention of covered material▪ Train-the-trainer: evaluate gaps in learning to improve training material and processes▪ Prepare new hires to become customer-centric focused in developing skills, understanding procedures, and acclimating learner to company culture during four week course work▪ Monitor and assess learners retention by providing real-time coaching using a direct & positive approach

Irving, Texas

▪ Maintained training curriculum for tenured, newly hired, and seasonal associates ▪ Provide friendly, open, and passionate service to customers, in-person and over-the-phone▪ Elevated consumer loyalty of omnichannel purchases and trained store staff on importance of rapidresponse to Buy-Online-Pick-Up-In-Store and Ship-from-Store orders▪ Communicate daily sales, payroll budget, and monthly P&L to Game Advisors to teach importance of upselling, capturing pre-orders, and maintaining merchandising standards to ensure company profitability

Irving, Tx

• Maintained inventory control of all products and reduced write-offs• Preserved employee archives and set schedules for staff• Hired employees, completed training, and performance reviews• Responded to and resolved customer feedback in a timely manner to ensure satisfaction Achievement: Created waste log to reduce shrink by 1% YOY

Lewisville, Tx

▪ Selected to be the new store opening manager for multiple DFW locations▪ Responsible for ensuring consistent high quality of food preparation, sales, and service▪ Executed process improvements and quality standard efficiencies for a start-up company▪ Measured cash management procedures and reduced shrinkage by 30%▪ Interviewed applicants, maintained training standards, and managed employee reviews▪ Implemented regional sanitation standards for start-up company Achievement: Created Excel spreadsheet to analyze sales and identify waste expenditures