Lead monthly training cycles of new hires, including onboarding, compliance, systems training, and customer care. I specifically focus on our Sales and Retention teams. In addition to facilitating the onboarding process, as the owner of the sales training program, I also analyze the program and make any necessary adjustments to stay aligned with the changing business and to ensure KPIs are being met for new hires and tenured agents. In addition to working on my path, I am also responsible for materializing, developing, and integrating new curricula using a variety of tools (Snagit, Lessonly, Iorad, and Rise 360) through collaboration with stakeholders and subject matter experts. I am also responsible for developing and delivering workshops for continued education not limited to our sales department.

Facilitated a comprehensive four-week blended learning program for new hires in multiple direct sales platforms for an inbound/outbound call center. The program included classroom and computer-based training in conjunction with practical application of the skills learned in an academy-based setting. Developed curriculum to implement and manipulate training to help support ambiguity within the organization. Educated peers on business changes and taught new material through trainer-specific calls. Managed training team to ensure smooth operations and coverage.

My role contributes to the overall success of DISH Network by leading and developing agents on how to effectively communicate with current customers in order to retain their business. This role ensures that customers continue to be highly satisfied while bringing money down the the bottom line for DISH Network. I train and develop agents to handle a multitude of objections and how to overcome them in order to increase their proficiency and confidence.

My role contributes to the overall success of Starbucks through leading a store team of employees in maintaining high quality, or legendary, customer service for customers and partners alike. Regularly use discretion in managing the overall day to day operations of the store business, including supervising the store management team, making staffing decisions and regularly ensuring product quality and customer loyalty satisfaction. Administrative roles are consistent with business ownership: hiring, training, evaluating, disciplining, terminating, scheduling, auditing, financial reporting, and managing partner safety to name a few.