Michaela Rodriguez Email & Phone Number

United States

In my role as a Sr. Instructional Designer at Charter Communications, I design and develop engaging new hire learning experiences, curated digital workbooks for participant and facilitator guides, and implemented strategic sales strategies to increase department efficiencies. This resulted in a more effective training program for new hires and improved overall department performance. • Increase participant engagement in New Hire learning experiences• Curated digital workbooks for participant and facilitator guides• Implemented strategic sales strategies to increase department efficiencies

San Antonio, Texas

• Design, Develop, and Facilitate agent development programs. • Collaborate with SME’s and shadow observations to see how training translates in the business. • Conduct learning needs analysis to integrate/enhance existing curriculum design and development to meet the needs of Field Operations/RSC.• Currently facilitate learning programs to front-line customer service/RSC personnel both in-person and virtual learning environments. • Successfully introduced new design elements on various training programs and instructional materials within new hire content and agent development programs. • Administrative duties to include LMS support and post training activities including training evaluation with Level 1 & 2 surveys. • Managing multiple training programs to ensure training deadlines are met. Conduct and lead team meetings with stakeholders and SME’s.

San Antonio, Texas Area

• Developed and Implemented New Hire Program.• Transitioned from OTJ Training to formal new hire program. • Served as a Subject Matter Expert for new hires during nesting period. • Managed multiple projects to meet field operations deadlines for past pending reporting. • Troubleshooting of technician and customer equipment. • Communicated effectively to de-escalate customer and technician interactions.• Inbound call center for technical support & customer escalations.

San Antonio, Texas Area

Formally Time Warner Cable• Utilized advanced skills in identifying opportunities to upgrade customer packages by explaining new product to better meet their needs resulting in sales. • Consistently met and exceeded monthly retention goals to ensure a positive customer service experience.• Communicated effectively to identify and render issues in an effort to proactively de-escalate customer interactions in a high volume inbound call center. • Demonstrated excellent customer service skills and thorough knowledge of company products ultimately, serving as a subject matter expert.

Greater Milwaukee Area

My responsibilities included the daily operations of my in store location. We have daily and monthly goals around opening new accounts. We strive on outside sales and gaining new customers. I also had to make sure that my team stayed fully staffed. I was part of the recruiting process from the interviewing to the on boarding process to reduce employee turnover. I also took on the sales rally project, to help employees build the skills needed to be successful in sales.