Queenita Brown Email & Phone Number

Las Vegas, Nevada, United States

-Build and manage a team of Trainers by hiring, training, coaching, delivering feedback on facilitation and content, as well as measuring performance results-Create curriculum and content to facilitate new hire onboarding, internal promotion and cross-training, leadership training, and other requests from departments across the business using LMS, PowerPoint, Canva, WorkRamp, Iorad, Bridge, and other learning software programs-Collaborate with departments weekly including Operations, HR, Customer Success, and People Team to review performance, discuss obstacles agents/leaders are facing, and partner on building content/training to help improve performance and meet business needs-Lead leadership training for supervisors, managers, and directors on how to build relationships with team members, create a positive work environment, provide positive reinforcement, and effectively deliver coaching skills and feedback to improve culture and retention-Interact with customers and partners to resolve escalations by actively listening, providing empathy and assurance, communicating clearly, and finding resolutions

Las Vegas, Nevada, United States

- In addition to normal Training Specialist responsibilities, manage team of 3-6 Trainers by conducting Trainer observations on facilitation, scoring coaching sessions and delivering feedback, reviewing class performance and creating game plans to drive performance and driving self-development with Everyday Leadership and consistent follow-up- Collaborate with Senior Managers, Operations Managers and HR on new hire performance in weekly meetings, discussing outliers in performance and partnering on ways to leverage Training and Operations to improve their performance and reduce attrition- Train New Hire Classes for 6-weeks on sales material through facilitation, hands on practice/activities and providing feedback on live calls - Facilitate Everyday Leadership learning sessions for Trainers and Operations leaders across the organization around running effective team meetings, strategies for running a team, building a culture of reliability and other methods of coaching and providing feedback- Led Trainer’s Forum Committee, collaborating with team members across the organization and building content around topics such as attrition, the new hire experience, facilitation, coaching and other relevant topics to develop leaders

Houston, Texas

- Facilitate specific Everyday Leadership trainings, providing Coaches and Managers with tools and knowledge to have effective coaching sessions and provide specific behavioral feedback- Develop future leaders of Asurion by leading the Coach Apprentice program, resulting in consistent internal promotions- Coordinate with departments and management across the enterprise to meet expectations and provide the best experience for business's internal leadership developmental programs- Onboard and develop new team members, executing managerial responsibilities to ensure team and business effectiveness- Train curriculum for different lines of business in person/virtually to groups of 2-40 Experts or peers- Create and implement changes to curriculums for different lines of business- Maintain daily reporting of class, including but not limited to behavioral concerns, agendas and system issues- Meet business goals through coaching/feedback and communication with upper management on class performance, resulting in selection as a 2019 High Performing Trainer Group- Ensure self-development by consistently communicating with Manager in weekly 1x1s

Las Vegas, Nevada Area

-Promoted to Supervisor Role 05/2015-Floating coach 05/2015 to 01/2016,doing side by sides with agents across all teams in regard to a specific behavior, coaching to that behavior to help drive performance-Covered for coaches who were out of the office, supervising their team and pulling metrics throughout the day.-Supervise team of 10-15 agents daily- Coach technicians weekly using the ADAPT model, seeking to understand the why to behaviors they exhibit that prevents them from performing in a key metric-Perform side-by-side coachings, live listenings and pull calls to follow up and consistently give successes and opportunities in regard to smart goals created together to drive performance-Perform Quality audits on calls, 4 graded calls per agent per month-Run reports daily for survey scores, quality scores, app registration rates, handle time, absenteeism percentage, adherence percentage-Contact customers in regard to negative survey responses, take escalation calls and kudos calls-Build and deliver mid year reviews, annual reviews, corrective action plans and behavioral action plans-Relocated from the Las Vegas location to the Houston location to launch a new team for Asurion-Conduct in the hiring process of new technicians for the site-Part of the Rewards and Recognition team, creating ideas and setting up events for the site to keep the workplace enjoyable for the agents-Part of the Attrition tactical team, collaborating on why attrition rates are low or high, and ways to maintain at the goal percentage-Setup transitioning coaches with credentials, trained and ramped them into the new Soluto client at Houston site- Organize, select and schedule Peer Advisor team in Houston-Supervise, monitor and coach team of 10-15 agents daily to drive performance

Las Vegas, Nevada Area

-Front line technician, handling inbound and making outbound calls regarding technical issues with wireless devices to obtain full resolution-Give premier customer service experience on every call to produce high scored survey responses and meet metrics-Take and implement feedback from coaching sessions to meet monthly goals pertaining to handle time, surveys, and quality scores from graded calls-Mentor new team members and act as coach role when supervisor was out of office

Las Vegas, Nevada Area

-Answer inbound calls regarding customer's auto and home insurance policies-Add and remove vehicles from auto policies, cancel policies, update vehicle usage on policies, upsell home and umbrella policies as well as look for ways to bring rates down.-Follow a call flow and properly authenticate customers prior to making any changes-Mentor new hires by allowing them to sit with me while taking calls, as well as sit with them while they are taking calls during training to ensure they are following the appropriate procedures. Giving strengths and opportunities when needed

Associate'S Degree, Elementary Education And Teaching

Honor'S Diploma, General Studies, 4.0

Activities and Societies: Cheerleading, Future Educators of America, Theater