With over 11 years of professional experience, I am a dedicated Realtor at CarMarc Realty Group, where my core competencies include managing complex contracts, negotiations, and exceeding customer expectations. My mission is to deliver exceptional real estate services that align with CarMarc's commitment to client satisfaction. My expertise in using MLS and other databases to locate ideal properties for my clients is complemented by my creative marketing strategies, ensuring visibility and reach.My role at CarMarc Realty Group builds on my extensive experience as a Corporate Global Trainer at CWT. There, I specialized in creating engaging learning experiences and providing comprehensive training for technical and soft skills. I leveraged my certifications to mentor and elevate other trainers, fostering a culture of continuous improvement and professional growth. My approach to real estate is informed by my passion for coaching, mentoring, and empowering clients through one of the most significant transactions of their lives.
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Operations Training ManagerSpotnana Oct 2024 - Present -
RealtorCarmarc Realty Group Apr 2021 - PresentWarrenville, Illinois, United States• Manage contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.• Use MLS (Multiple Listing Service) and other realtor databases to find properties for clients.• Advertise client properties through websites, social media, and real estate guides. -
Corporate Global TrainerCwt May 2016 - May 2024Bolingbrook, Illinois, United States• Created and managed interactive, and engaging learning experiences tailored for corporate travel and entertainment divisions.• Provided customized virtual and in-person training for both technical and soft skills across global call centers and to over 55 external clients on company proprietary tools including live recorded videos.• Obtained certifications in various instructor-led training programs and subsequently facilitated train-the-trainer classes, enabling other trainers to achieve their certifications. (CWT Counselor Platform, SR360, Hotel Platform, etc.)• Mentored and observed training delivery and evaluated training session by providing feedback to trainers and design team for curriculum refinement.• Assessed, validated, and reported trainees’ competency/results and facilitated the creation of development plans to address any proficiency gaps.• Measured global call center quality through call and email monitoring, addressing, and resolving performance issues. -
Call Center Manager (Travel)Cwt Jan 2012 - May 2016Bolingbrook, Illinois, United States• Provided leadership and managed a team of over 40 employees consistently meeting or exceeding team goals. • Monitored team performance and adhered to service level agreements (SLAs) and provided detailed job training.• Performed administrative duties including staff scheduling, payroll, and coordinating various supplier and vendor relationships.• Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity by reducing average handle time (AHT) by 10-15%.• Increased employee performance metrics by conducting targeted training sessions and providing personalized coaching.• Conducted interviews, hired, and trained new travel agents.
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Call Center Team LeadCwt Mar 2009 - Jan 2012Bolingbrook, Illinois, United States• Assisted call center management in making effective decisions based on accurate reporting on stats, call monitoring, and coaching employees toward company goals.• Responded to clients' questions, issues and implemented appropriate solutions.• Consistently fostered business growth by delivering first-rate travel arrangements and itineraries to develop valuable client relationships.• Trained new staff members and worked on various projects.
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Travel ConsultantCwt Jan 2000 - Mar 2009Downers Grove, Illinois, United StatesBooked travel arrangements for Corporate Travelers.
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Call Center Team LeadAmtrak Vacations Jul 1996 - Jan 2000Downers Grove, Illinois, United StatesAssisted and supported Call Center Supervisors with monitoring, coaching and various projects as needed.
Tonya Pierce Education Details
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General Studies
Frequently Asked Questions about Tonya Pierce
What company does Tonya Pierce work for?
Tonya Pierce works for Spotnana
What is Tonya Pierce's role at the current company?
Tonya Pierce's current role is Operations Training Manager |.
What schools did Tonya Pierce attend?
Tonya Pierce attended Leeward Community College.
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Tonya Pierce
Vice President, Member Experience Branch Operations At Aaa Northern California, Nevada & UtahRoseville, Ca -
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Tonya Pierce
Management/Program Analyst At Nasa - National Aeronautics And Space AdministrationMeridianville, Al2nasa.gov, nasa.gov2 +125652XXXXX
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