Sasha Bennett Email & Phone Number

United States

Eugene, Oregon, United States

• LMS manager. Standardized and optimized LMS organization and usage. Created SOP for admin support resource.• Established centralized training team inbox to remove bottleneck off of training manager. All training communication is funneled through the shared inbox. Standardized inbox operation and enhanced support with templates. Inbox activity tracked with reporting to identify trends to support and forecast volume.• Established and standardized all reporting, analytics, and data visualization. Created training record archiving. Automated reporting. Data is used to measure training effectives, completions, and compliance. Data is used for product and process enhancements as needed.• Established SharePoint site for the business to centralize and broaden accessibility of business tools and resources. Various levels of storage organization, workflow enhancements, and new created content and processes were involved.• Assist HR with HRIS duties, onboarding, hiring, and safety compliance.• Assist people managers with their direct report professional development.• Established a design style guide. Create curriculum, training materials, and resources for various learning initiatives. Such as, learning paths, courses, training manuals, and job aids. Utilize the ADDIE, adult learning theory, backwards design etc. Language translations in English, Russian, and Spanish.• Collaborate with stakeholders to align training programs with business goals and enhance workflows.

Remote

• Global call center department management lead for webchat, business operations, employee performance reporting, group events management, marketing assets, hiring, training management, content development/management, training delivery, vendor point of contact, and company web/CRM system development. • Global support and development for agents, project coordinators, and leadership to meet/exceed department goals in sales, service, projects.• Managed department’s escalation team in supporting executive level escalations.• Player risk management. • Call queue monitoring, skilling, and staff forecasting.• Department budget management. • Shoreside and shipboard travel.

Springfield, Oregon, United States

• Support global call center department agents and leadership across 4 sites. • Call queue monitoring, skilling, and data visualization of business performance reporting. • Support department leadership inbox, assist with one on ones, training, development, resource maintenance, workflows, accounting issues, escalations, group events, and communication from all levels within the business for pre and post cruise matters. • Became interim supervisor, after 2 weeks of being a team lead, up until being promoted to supervisor.

Springfield, Oregon, United States

• Manage all of Casino’s group events in completing reviews, process reporting, group financials for pre and post reconciliation, inventory management, voyage cancellations, group payments and commission protection. • Assist with global call center department training/content development for global department office sites. Department management’s go to for any and all high-level matters.

Springfield, Oregon, United States

• Inbound sales and service calls and emails from consumers. Assisted department’s Leadership with duties ranging from escalations, resource development and agent or group training. • Managed all Club Royale’s group event sales, group event reviews, inventory management, and accounting. Small specialized team lead for group events. Global call center department management’s go to for all high-level maters.

Springfield, Oregon, United States

• Team Lead for Avoya Travel’s groups and all details that took place behind the scenes, i.e.: reporting, tracking, emails, and communication across multiple departments. • Organized task coverage across team cross-trained agents, created and maintained process documents for all tasks and reviews in supporting Avoya for efficiency. Account marketing strategizing, account sales development, and accounting/commission processing. Department managements go to for any and all high-level matters.

Springfield, Oregon, United States

• Supported multiple agencies with group inventory management, marketing, sales development, accounting, and commission processing. • Group inventory reviews by phone, email and fax. Managed accounts that were of high complexity and had variety of business operation exceptions. Department managements go to for any and all high-level matters.

Springfield, Oregon, United States

• Assist inbound sales and service calls from Travel Partners and Guests. Process payments, reservation creation and cancellations.

Bachelor Of Business Administration - Bba

Google Data Analytics Certification

Google Project Managment Certification

Nursing Education

Pre-Nursing Studies

Certified Nursing Assistant License, Nursing Education

High School Diploma, General Studies