Effectively leverages Zendesk's chat, email, and phone channels to engage with customers, providing prompt and personalized assistance. For more comprehensive support, utilizes Zoom to facilitate real-time, face-to-face interactions, ensuring a higher level of customer satisfaction and issue resolution.Utilizes a wide range of tools, including Chargebee, Twilio, Slack, Zapier, Guru, and Jira to streamline customer support and product management processes.Promptly addresses and resolves customer complaints, suggestions, feedback, billing inquiries, and general questions about the Calendly platform.Manages incident responses with precision, adhering to approved verbiage and handling instructions to ensure consistent and effective communication during critical situations.Actively participates in bug reporting and management, contributing to the improvement of product quality and user experience.Efficiently handles two chat conversations simultaneously, demonstrating strong multitasking abilities and providing timely assistance to customers.Collaborates with cross-functional teams to ensure seamless communication and issue resolution.

Redesigned weekly micro-learning sessions, resulting in 30% increase in company engagement.Developed engaging eLearning courses using Articulate 360 (Rise and Storyline) and Vyond.Recorded and edited training videos in Camtasia for use in micro-learning sessions and eLearning courses.Published micro-learning sessions to intranet (SharePoint).Designed system mockups and assisted with UX/UI design to enhance the functionality and appearance of internal and customer-facing systems.Conducted training research groups and A/B testing to enhance user experience on training courses.Utilized the ADDIE model in creation and enhancement of all learning material.Managed project timelines, approvals, and stakeholder communication, delivering projects on time and within scope.Tested and published LMS-compliant files to Skillsoft LMS. Demonstrated strong incident management skills, ensuring prompt investigation and resolution of LMS-related issues while maintaining reporting databases.Created and distributed reports based on learning assignments to business unit managers.

Key presenter for integral meetings (e.g., All Hands, bi-weekly business strategy, District Manager training, etc.).Established Jira use for L&D team to maximize efficiency.Collaborated with SMEs to organize and gather information for technical documentation.Coordinated and scheduled training classes.Promoted collaboration among the project stakeholders.Created presentations for training, district managers, executive suite, and marketing.Recorded and edited training videos in Camtasia and Snagit.Researched new innovations in learning design and training and provided training to peers (e.g., conferences, online webinars, and online courses).Created instructor-facing materials (e.g., outlines, facilitator's guides, handouts, and activities).Used Microsoft, Articulate, and TechSmith products to develop engaging eLearning, self-study, and vILT/ILT content.Provided support for LMS administrative duties (e.g., creating and assigning courses, archiving and deactivating courses, cataloging course information, etc.).Created video and PPT content for executive leadership for use during earnings calls, annual leadership conferences, and weekly operations calls.Hosted company-wide micro-learning sessions based on operational needs.Designed logos, video call backgrounds, marketing materials, and flyers for the organization.

Developed SOPs and procedural documentation in collaboration with SMEs and business unit leaders.Published and managed content for org-wide knowledge base in Zendesk and Confluence using basic HTML.Utilized Jira Kanban board for efficient project management.Conducted needs analysis frequently to ensure training was applicable to trending gaps in KPIs.Designed and delivered new-hire onboarding programs.Created comprehensive guides for consistent facilitation .Restructured testing and evaluation processes based on Kirkpatrick's model of evaluation.Composed CS incident response messages and high-traffic CS macros.Facilitated ILT and vILT to in-house and offshore agents.Conducted frequent quality assurance reviews of Zendesk tickets to measure knowledge retention.

Managed multiple teams of newly on-boarded agents by instructing on proper usage of tools, resources, and soft skills. Held daily huddles to communicate new or important information to team and encourage group collaboration. Provided consistent coaching to team members and created SMART goals to meet and exceed metric expectations. Managed escalated customer inquiries and complaints, ensuring prompt and effective resolutions.Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.Analyzed customer feedback in Zendesk and developed action plans to address areas of improvement.Conducted frequent quality assurance reviews of Zendesk tickets to measure knowledge retention.

Utilized Zendesk to answer player concerns across multiple mobile games.Assisted wide array of players, from new accounts to prestigious, veteran players.Searched trending issues daily using search strings and custom views in Zendesk.Aided in identification of bugs and bug reporting, including troubleshooting and replicating player issues.Ensured paid features worked as intended, and provided remediation when needed.Consistently met and exceeded Customer Satisfaction ratings. Provided peer-to-peer coaching to share best practices. Maintained accurate player records and provided highest level of detail when notating accounts.Assisted with triaging urgent ticket types to address large audiences quickly.Gathered and reported player sentiment, specifically when new features launched.

Designed and delivered leadership development programs for senior executives, middle managers, and high-potential employees, resulting in an overall increase in leadership effectiveness and improved business performance.Conducted needs analysis to identify leadership development gaps and designed customized learning solutions to address identified needs.Facilitated leadership workshops and seminars, utilizing adult learning principles and interactive activities to engage learners and enhance the learning experience.Developed and implemented a leadership competency model, incorporating it into performance management processes and succession planning initiatives.Collaborated with cross-functional teams, including HR, Talent Management, and Business Unit Leaders, to ensure alignment of leadership development initiatives with business goals and objectives.Coached and mentored leaders at all levels, providing guidance and support to enhance their leadership skills and abilities.Evaluated the effectiveness of leadership development programs using a variety of assessment tools and methods, and made recommendations for improvement based on the data collected.Managed vendor relationships, ensuring the delivery of high-quality services and solutions for leadership development initiatives within budget and on time.

Facilitated ILT, vendor-created training programs for employees across multiple departments, ensuring that all training sessions were delivered on time.Consistently maintained low attrition rates and high Customer Satisfaction ratings.Fostered positive relationships with vendors and stakeholders to ensure the delivery of high-quality training programs that met organizational needs and goals.Evaluated the effectiveness of training programs using a variety of metrics, including learner feedback, performance evaluations, and business outcomes, and made recommendations for improvement based on data analysis.Provided ongoing support to learners, including coaching, mentoring, and performance feedback, to ensure that all employees were able to apply new knowledge and skills effectively in the workplace.

Provided solutions for prestigious business customers using Avaya phone systems. Navigated multiple computer screens during live phone calls in fast-paced environment. Within 3 months, began providing floor support by managing escalated phone calls and providing solutions to agents via a help desk.Maintained highly detailed customer records.Assisted business customers with adding services to their accounts, providing in-depth explanations of current products.