Shaea Labus Email & Phone Number

Las Vegas, Nv, Us

Las Vegas, Nevada, United States

I design, deliver, and evaluate training programs that enhance the skills and knowledge of employees and contribute to the success of the department and organization.• Assessing training needs of employees and designing training programs accordingly. Analyzing the skills and knowledge required for each job role and determining gaps that need to be addressed.• Designing training programs that are effective and engaging: creating instructional materials, developing e-learning modules, and planning classroom sessions.• Delivering training programs to employees that address many various teaching methods and tools to ensure effective learning.• Evaluating training effectiveness after the training programs are delivered: measuring the impact of the training on employee performance, gathering feedback from participants, and analyzing the results to determine the success of the training.• Developing training materials such as training manuals, videos, and e-learning courses.• Collaborating with other departments such as human resources and management to ensure that the training programs align with the department’s and organization’s goals and objectives.• Keeping up-to-date with industry trends in training and development to ensure that my programs are effective and engaging.

Las Vegas, Nevada, United States

Designing and delivering training programs that help individuals develop their leadership skills. This involves identifying individuals with leadership potential, providing coaching and feedback, collaborating with other departments, evaluating program effectiveness, and staying up-to-date with industry trends. The goal of a leadership developer is to support the growth and development of employees to become effective leaders within the organization.• Designing and delivering leadership development programs that help develop leadership skills in employees: conducting needs assessments, creating content, and delivering training sessions.• Identifying leadership potential to become effective leaders within the organization: assessing skills, knowledge, and behavior, as well as observing individuals in various roles and situations.• Providing coaching and feedback to individuals who are developing their leadership skills: providing guidance on specific skills or behaviors, as well as helping individuals develop action plans to improve their performance.• Collaborating with other departments such as HR, talent management, or learning and development, to ensure that leadership development programs are aligned with organizational goals and strategies.• Evaluating program effectiveness and making recommendations for improvements: collecting feedback from participants, analyzing data, and measuring the impact of the programs on business outcomes.• Staying up-to-date with industry trends and best practices in leadership development: reading industry publications, and participating in professional development activities.

Las Vegas, Nevada, United States

Lead other leaders using skills and experiences with professional strong leadership, communication, and organizational skills, as well as a deep understanding of call center operations and best practices.• Team Leadership for leadership, including setting expectations, providing guidance and support, and ensuring that each leader was meeting their goals.• Performance Management and ensured that each leader under my supervision was meeting their performance goals, and provide coaching and feedback to help them improve.• Operations Management oversaw the day-to-day operations of the call center, ensuring that customer service is of the highest quality, that call volume is managed effectively, and that service level agreements were met.• Training and Development for both leaders and agents, ensured that everyone is up to date with the latest policies, procedures, and products.• Communication with all stakeholders, including senior management, performance developers, and team members, to ensure that everyone was kept up to date with any changes or issues.• Data Analysis and metrics to identify trends and opportunities for improvement, and then develop strategies to address these areas.• Team Building and fostering a positive and productive team culture, creating an environment in which all employees felt valued, supported, and motivated.

Las Vegas, Nevada, United States

Provided guidance and support to a team of customer service representatives. • Coached and developed a team of customer service representatives: ensured they were meeting performance targets and delivering high-quality customer service.• Monitored calls and provided feedback to team members on their performance, highlighted areas for improvement and provided guidance on how to improve.• Created and delivered training programs for team members to enhance their skills and knowledge.• Developed and maintained relationships with other departments within the call center to ensure a seamless customer experience.• Acted as a point of escalation for team members who require additional support or guidance.• Analyzed team performance data and provide insights to management on opportunities for improvement.

Designed, developed, and delivered training programs to new and existing customer service representatives. • Designed and developed training programs for new and existing team members to ensure they have the skills and knowledge necessary to deliver exceptional customer service.• Delivered training programs using a variety of methods, including self-led training, e-learning, and on-the-job training.• Monitored trainee performance and provided feedback and coaching to ensure they were meeting performance targets and delivering high-quality customer service.• Collaborated with other departments within the call center to identify training needs and developed training programs to address them.• Maintained training materials and documentation to ensure they are up-to-date and accurate.• Analyzed training program effectiveness and made recommendations for improvements to management.

Las Vegas, Nevada, United States

Provided guidance and support to a team of customer service representatives during the holiday seasons and return season. • Coached and developed a team of customer service representatives to ensure they were meeting performance targets and delivering high-quality customer service during high-volume periods.• Monitored calls and provided feedback to team members on their performance, highlighted areas for improvement and provided guidance on how to improve.• Created and delivered targeted training programs for team members to enhance their skills and knowledge during peak periods.• Developed and maintained relationships with other departments within the call center to ensure a seamless customer experience during high-volume periods.• Acted as a point of escalation for team members who require additional support or guidance during peak periods.• Analyzed team performance data and provided insights to management on opportunities for improvement during high-volume periods.

Las Vegas, Nevada, United States

Handled incoming calls and provided assistance to customers with their inquiries, complaints, and requests. • Answered incoming calls from customers and provided assistance with their inquiries, complaints, and requests in a courteous and professional manner.• Used customer service software and tools to document customer interactions and resolutions, and to follow up on outstanding issues.• Resolved customer complaints and escalated issues to the resource department when necessary.• Identified opportunities to promote products and services to customers and provide relevant information to support their decision-making.• Meet individual and team performance targets, including call handling time, customer satisfaction, and attendance metrics.• Maintained up-to-date knowledge of company products and services.

Las Vegas, Nevada, United States

Monitored the quality of service provided by call center representatives and providing training and coaching to improve performance: evaluating customer interactions, identifying areas for improvement, and delivering training sessions to help representatives develop the skills necessary to deliver excellent customer service.• Monitored call center representatives to ensure they are meeting performance standards and providing high-quality customer service• Reviewed and evaluated recorded calls and other customer interactions to identify areas for improvement• Provided feedback to representatives on their performance and provided coaching and training to help them improve• Developed and maintained training materials such as training manuals, guides, and presentations• Conducted regular training sessions for new and existing representatives• Collaborated with other departments to identify areas where training can improve overall customer experience• Developed and maintained quality assurance procedures and guidelines• Tracked and reported on the effectiveness of training programs and quality assurance procedures• Participated in the recruitment and selection of new quality assurance partners

Las Vegas, Nevada, United States

Handled incoming calls and provided assistance to customers with their inquiries, complaints, and requests. • Answered incoming calls from customers and provided assistance with their inquiries, complaints, and requests in a courteous and professional manner.• Used customer service software and tools to document customer interactions and resolutions, and to follow up on outstanding issues.• Resolved customer complaints and escalated issues to the resource department when necessary.• Identified opportunities to promote products and services to customers and provide relevant information to support their decision-making.• Meet individual and team performance targets, including call handling time, customer satisfaction, and attendance metrics.• Maintained up-to-date knowledge of company products and services.

Associate Of Science - As, Interior Design

Associate Of Science - As, Information Technology (Multimedia)

Graduated with honors.