Shari Lyons Email & Phone Number

Overland Park, Ks, Us

Chesapeake, Virginia, United States

Facilitate and train with confidence and provide support to Learning Associates to ensure technical classroom preparation, planning and access requests are complete and timely. Member of Graduating class of 2022/2023 Leadership Development Program (LDP) program a nine (9) months program focused on building high performing associates into transformational leaders, equipping them to successfully manage their careers and develop othersUtilizing strong communication, leadership, and organizational skills to assist with virtual classrooms, Feedback has always been positive from trainer and adult learners.Schedule work environment to meet business needs and Partner with Lead Trainer to set up class folders, schedule Intake Meetings, etc.Schedule system access for new hire classes and maintain communication with CAS (Tech support) throughout class duration. Created training decks and submit Content updates or suggestions through TFL (Trainer Feedback Loop)Coordinate with Line of Business (LOB) point of contacts (POC) to schedule side by sides for in-flight classes & Enterprise Compliance Training (ECT) and NestPartner with Lead Trainer to find answers to all classroom Parking Lot questions. Create coaching assignments on Training Report and coach group slack for Nest. Send class eCards for 100% on all QAs during nest and compliment calls.Member of the planning committee for the organization’s Town Hall meeting. Assisted with designing Town Hall email headers, Zoom backgrounds and presentation deck. Worked with SLT to facilitate engagement polls during the meeting to keep the energy flowing and everyone engaged.

Chesapeake, Virginia

Building customer loyalty one cardholder at a time. Advocating for my customers with efficient problem solving and creative thinking skills. Building promoters by de-escalating the experiences of inbound transfers with soft skills & principle based servicing. Focusing on cardholders while providing accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints with a one-call resolution. Consistently meeting and exceeding department productivity statistics and goals. Acknowledged with quarterly ROAR award for standing in top 10% of department. Staying abreast of all changes, developments and enhancements for all systems, products and procedures. Composing team meeting content and distributing weekly to fellow team members with any updates. Effective time management skills to ensure compliance with daily schedule adherence.

Chesapeake Va

Motivate and encourage call center agents through escalated calls through positive communication and feedback. Devised ways to optimize procedures and keeping staff motivated. Assisted in the formulation of target goals for individuals and the team as a collective. Promoted team morale and engagement in a competitive/fun working environment.Managed a team of 15 agents:o Increased Team NPS (Net Promoter Score) by 32.59%o Increased Team Schedule Adherence by 7.16%o Decreased AHT by 22.25 secondso Tracking weekly discussions with lower performing agents to bring them up to speed

Virginia Beach, Virginia, United States

Competent, skilled, and enthusiastic nail technician. Proficient in providing clients with high-end nail care services, ensuring repeat business as a result. Able to determine clients’ specific requirements, and suggesting salon services accordingly. Dedicated to remaining up to date with the latest nail service technologies, designs, and trends. Bringing forth advanced nail technical abilities and the desire to provide clients with the best and most pleasurable salon experience possible. Maintaining a clean and sanitary work environment at all times. Aimed to provide clients with the best customer service possible. Utilizing advanced technical skills to achieve beautiful manicures and pedicures. Apply my knowledge of hand and foot anatomy to enhance the physical contact experience.

Chesapeake, Virginia

Gained confidence in public speaking and facilitated meetings in person and online. Mastered ability to be present and engaged with environment while being fully connected with the audience. Acclimated quickly to learning environment allowing me to assist Learning Associate with co facilitating within 2 weeks of internship. Assisted with Onboarding of new hires – i9 and CWP completion process.Manage a group of 12-25 agents in a classroom setting at a time to include:o Attendanceo Associate expectationso Behavioral conversationso Tracking weekly discussions with lower performing agents to bring them up to speed Evaluated calls through NICE and Sage. Graded Quality Monitoring and reviewed with agents providing the necessary feedback to set them up for success. Also, delivered BI/Reg coaching as needed and entering in Workday for administrative purposes. Attended weekly PNQ & CRT department Call Calibrations with department leaderships thru live call listening. Partnered with the LOBs of each new hire class to discuss expectations of training and confirm if any changes need to be submitted.Completed I AM certification that focused on Change Management, Accountability and Facilitation. Developed Monopoly digital game to reinforce knowledge from the lesson plan, build CR Web research skills, and promote engagement in a competitive/fun learning environment.

Norfolk, Virginia Area

Provided service to shareholders, brokers/dealers and retirement plan administrators across the United States. Reviewed and processed sources to assist in managing mutual fund accounts by investing assets and account maintenance. Exercised sound judgment, exceptional attention to detail and effective research skills. Made outbound calls to broker/dealer firms to verify and obtain information for Financial Advisors to ensure accuracy of database. Elected to provide floor support to other associates within the HOST department by assisting with questions on processes and researching. (Contractor - Randstad Staffing)

Chesapeake, Virginia

Answered and responded to incoming calls from employees and former employees with questions about their pension benefits and the client’s current pension announcement/project. Provided information and resolved any issues pertaining to these calls in a timely, courteous and professional manner. Followed up on outstanding issues to ensure resolution, while keeping the customer informed on the status of research and closing out the case once complete. Effectively communicated conceptual elements of Benefits and/or Human Resources rules, regulations and help other team members as requested. Handled confidential information with sensitivity and discretion in accordance with Data Privacy requirements. Adhered to scheduled phone time during shifts and remaining flexible to support unanticipated events that determined call volume.

Overland Park, Ks

As Quality Assurance (QA) Coordinator received Fair Credit Reporting Act (FCRA) certification to ensure a high level of accuracy and investigate issues related to quality of information within consumer reports. Main responsibility to review criminal case dockets and information thoroughly to ensure accuracy while maintaining QA standards and objectives. Trained new employees within Quality Assurance department. Overseeing that QA standards and objectives were being met. In accordance with appropriate turnaround time and quality of information to our clients through communication with courts, researchers and suppliers. Performed department quarterly compliance reviews and supplier audits. Main point of contact empowered with the filing of and reinvestigation of disputed information within consumer reports in accordance with the Fair Credit Reporting Act (FCRA) guidelines. Entrusted with evaluating, researching, decisioning, monitoring and communicating with key contacts up to and including investigations. This position required a moderate to high level of complexity and confidentiality. Errors in this position could result in direct impact and loss to all parties involved including the external clients. The learning within this position was ongoing due to changes with the regulatory guidelines, state and/or federal laws and client requirements. Exhibited proficient evaluation, good judgement and decision-making skills. Strong verbal and written communication skills were necessary. This position involved time sensitive processing of work cases. Requisite to maintain effective time planning, organizational skills and time utilization to ensure all processes were completed accurately within timeframes.

New Century, Kansas

Provided administrative support for National Account Sales. Proactively determined the needs of the Sales Director and provide direct administrative support in the following areas:• Calendar Management• Meetings• Projects/Reports• Travel/Expense ReportingMonthly management of expense statements & variance analysis for all outside field representatives amongst the National Account Sales team.Coordinated monthly departmental staff meetings and conference calls. Planned and executed monthly team building activities and quarterly building wide events. Prepared, maintained and distributed departmental information, including timesheets, monthly & weekly metrics, expense reports, contracts, and invoice payments in a confidential manner

New Century, Kansas

Acted as a point of contact within the Inside Sales organization for several Outside Field Sales Representatives handling requests including pricing requests, detailed investigations into pricing and product discrepancies, following up on business leads from the field, and coordinating with various sales support personnel to resolve other issues. Post Sales: Processed fax, email, phoned, mailed and web return requests. In charge of the implementation of all return requests (stock or vendor) and Invoice Challenges for General Accounts Team. Which consisted of 2,415 accounts.Assisted with multiple projects, campaigns and requests from Field Sales and our customers of various priority simultaneously within designated timeframes and SLA’s. Worked daily with Siebel 7 and PeopleSoft. Customer Service certified by the Rockhurst University Continuing Education, Inc. and the International Customer Service Association. March 10, 2005.

Associate Of Science - As, Management Specialization: Small Business Management And Entrepreneurship

Associate Of Arts And Sciences (Aas), Business, Management, Marketing, And Related Support Services, Gpa 3.8

Through marketing and management courses and in the capstone course, currently learning the latest in business and consumer marketing.

Certificate, Certified Nurse Aide, 4.0

Graduated the 96-hour course that proceeded classroom and clinical instruction for basic care of clients in long-term and acute-care.

Diploma, High School/Secondary Diplomas And Certificates