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With a seamless transition from customer service to training, leadership and administering learning management systems, my journey at Madison Reed and now at Chief Probation Officers of California (CPOC) has honed my problem-solving abilities and meticulous attention to detail. At CPOC, my role as an LMS Administrator is pivotal in deploying effective training tools and ensuring high-quality learning experiences for probation professionals.Previously, as the Sr. Manager of Content & Training, I spearheaded innovative training strategies and content development for Madison Reed's Color Crew. My adeptness with Zendesk and other customer service software enabled the team to deliver superior service, reflecting my commitment to empowering teams through technology and knowledge.
Chief Probation Officers Of California | Cpoc
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Lms AdministratorChief Probation Officers Of California | Cpoc Jul 2024 - PresentSacramento, California, United States
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Sr. Manager Of Content & Training, Color CrewMadison Reed Jul 2022 - Oct 2023-Manage and coordinate all aspects of employee onboarding, including orientation, training, and assimilation into company culture, inclusive of all training and onboarding of international BPOs.-Represent the Customer Service organization with cross-functional teams to develop and implement innovative training and content strategies aligned with company goals and objectives.-Conduct regular evaluations and assessments of training programs to measure their effectiveness and identify areas for improvement.-Implement customized training programs with external partners such as Zendesk, Gladly, Bright Pattern, Five 9, Wisetail to meet employee needs and enhance performance, and ensure the availability of high-quality and relevant training resources.-Identify emerging training trends and technologies in the industry and make recommendations for their implementation in the organization.-Develop a comprehensive content strategy for training materials, ensuring accuracy, up-to-date information, and engaging content for employees.-Manage the website help center and added/upkeep all internal knowledge base articles.-Led the development and implementation of a Learning Management System to enhance employee learning and development.-Build workflows and playbooks for all Client Success protocols, procedures, and company-wide escalations. -
Client Support ManagerMadison Reed Aug 2021 - Jun 2022-Manage team of 18+ call center agents responsible for all 80+ Retail & Store locations, overseeing agent performance and ensuring agents are achieving KPIs through regular coaching and training sessions and mentoring into future promotions and opportunities.-Initiate and facilitate Performance Improvement Plans and/or Corrective Action Plans for any team members falling short of their goals.-Work cross functionally with Retail & Store Operations team to provide up to date location information and protocols for the Receptionist Team.-Represent the Customer Service organization with cross-functional teams to identify opportunities for streamlining call center processes and improve overall efficiency.-Represent the Customer Service organization with Digital Product to identify opportunities for improving the client experience on web and mobile, and provide feedback on new features and enhancements
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Content ManagerMadison Reed Jun 2020 - Aug 2021-Overseeing additions and upkeep of all training modules, courses and documents.-Training and onboarding of all new and current team members.-Upkeep of the public facing website FAQs.-Trained 118 Retail & Store employees to work on Contact Center during the COVID 19 shut downs.-Created and conducted the training program and agendas bringing on our first international BPO.-Led the initial build out and functionality of the Learning Management System and cross functionally trained members from the People Team, Retail and Salon Operations, Product and Education, Engineering and IT teams, as well as our own Contact Center managers and leads on how to build and manage content and the back end set up of the Learning Management System.
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Color Crew Assistant ManagerMadison Reed Dec 2018 - Jun 2020-Led training and onboarding of all new Contact Center Agents-Upkeep all internal agent documentation on protocols, procedures and product information up to date-Led implementations Wisetail as a company wide LMS, with a focus on housing all Contact Center team documentation-Created a 'Daily Communications' process in our LMS to provide all need to know information for agents, reducing offline time and improving labor efficiency and included reporting on completion and adherence
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Color Bar General ManagerMadison Reed Jun 2018 - Dec 2018San Francisco, Mission-Managed, guided, and coached the Color Bar team on a daily basis.-Interviewed, onboarded, and retained an ongoing pool of high quality candidates.-Built relationships with Madison Reed’s clientele, ensuring that clients experience our 100% LOVE guarantee with every visit-Consistently achieved and exceeded monthly sales goals and other leading Key Performance Indicators-Understanding and optimizing our P&L-Resolved customer issues and employee relations to ensure the highest level of customer satisfaction and team morale-Executed operations, marketing, and human resources and other Madison Reed company objectives in store-Built and managed timekeeping and payroll reporting
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Color Crew Team LeadMadison Reed May 2016 - Jun 2018-Managing the day–to-day planning of team schedules and channel assignments-Managing the operation and problem-solving for incoming volume needs to help our team meet the required service level components-Created standards and develop team members to ensure delivery of a consistently superior customer experience-Acted as the communication conduit between other departments team members-Worked closely with Sales, Operations, Vendors, Distribution Center, Product, Community and Engineering departments to promote accurate and timely support-Developed, implemented and delivered training programs for varying levels of individuals in Madison Reed Color Crew New Hire training-Assisted in recommending and developing, editing and maintaining continual education support materials to assist the Color Crew Team -Consulted with the Leadership team of Color Crew to assess training needs and develop programs to match these needs-Continually evaluated procedures to monitor and analyze course effectiveness and update curriculum as needed-Assisted in documenting procedures for the Color Crew documentation specialist
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Color Crew AgentMadison Reed Sep 2014 - May 2016-Responded to questions in both internal and customer facing queues via email, and/or chatand phone calls about product application, billing, shipping, orders, account,memberships and our website-Completed outreach to customers via phone and chat platforms-Learned to use software tools to navigate customer accounts, research and review-Upheld consistently high QA scores and Sales numbers from product consultations with clients
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Frequently Asked Questions about Natasha Pryputniewicz
What company does Natasha Pryputniewicz work for?
Natasha Pryputniewicz works for Chief Probation Officers Of California | Cpoc
What is Natasha Pryputniewicz's role at the current company?
Natasha Pryputniewicz's current role is LMS Administrator @ Chief Probation Officers of California.
What is Natasha Pryputniewicz's email address?
Natasha Pryputniewicz's email address is na****@****eed.com
What is Natasha Pryputniewicz's direct phone number?
Natasha Pryputniewicz's direct phone number is +141565*****
What skills is Natasha Pryputniewicz known for?
Natasha Pryputniewicz has skills like Customer Service, Management, Sales, E Learning, Project Management, Scheduling, Payroll, System Administration, Quality Assurance, Customer Satisfaction, Document Management, Information Architecture.
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