Design learning materials/manuals, assessments, and evaluations; facilitate and evaluate TTT and professional development courses; conduct needs assessments and recommend intervention strategies; record participation in learning activities in LMS; and manage and collaborate on other L&D projects* Worked with leadership, quality management, and SMEs to reinvigorate a skill certification program, creating/updating manuals, trainer checklists, and assessments for various certifications within the plant with a concentration on performance improvement - discovering and implementing best practices to increase productivity and quality output * Updated and redesigned a 2-day TTT training course, improving impact and retention of material* Created, facilitated, and evaluated professional development coursework in communication and conflict resolution for all hourly employees and leaders in response to analysis of employee engagement surveys* Designed and facilitated a Leader Integration Workshop that was incorporated into new leader onboarding and evaluated highly by employees that participated * Created standardized evaluations for level 3 evaluation of trainer performance during on-the-job training* Partnered with HR management to design and facilitate Sexual Harassment training course

Identified and closed performance gaps through needs analysis, effective training intervention, and thorough evaluation of outcomes; assisted in data collection and the reporting of KPI's; designed and facilitated two-week new-hire training course for customer service agents; maintained online knowledgebase; and assisted in employee selection.* Led the creation and revamp of a call-monitoring form to accurately assess customer service agent performance, guide coaching for leadership, and increase customer satisfaction survey results* Created a comprehensive quality scorecard for customer service agents, compiling KPI's into a single metric for easy ranking, performance appraisal, and visual management* Created and facilitated a professional development book-club, promoting discussion and alignment of strategies between leaders of various operational units* Designed and facilitated a 16-hour virtual training course to address a knowledge gap for an international team of agents, eliminating unnecessary travel costs* Partnered with SME's to create online training materials and resources for the Order Verification Team in preparation for a department expansion

Facilitated 8-week new hire training courses for 10-20 participants. Created evaluations, assessments, and tracking tools to evaluate new-hire performance trends and training opportunities. Assisted in the development, design, and delivery of new training projects for existing employees in customer care, sales, and retention. Partnered with operations management to assess needs and facilitated training interventions for tenured employees.* Worked with project team on new-hire course restructure, assisting in the creation of learning materials, resources, and assessments. Facilitated "beta-run" and evaluated outcomes prior to full launch across the region. * Redesigned new-hire tracking documentation for ease of use, reporting, and visual management by trainers and operational leaders* Designed and facilitated 2-hour training course to close an order-entry skill gap for customer service leadership* Assisted project team in identifying training needs during transition from Insight Communications to Time Warner Cable

Led a team of 12-15 customer service agents and evaluated performance, coached to opportunities and reinforced success. Monitored adherance/compliance and quality using tools such as Empower, RTA, and PEQM.

Subject matter expert. Assisted and trained CSRs in appropriate call handling and encouraged use of available resources. Maximized hands-on training opportunities to prevent repeat escalations from CSRs and provide customers with first call resolutions. Utilized knowledge and partnerships with other departments to resolve customer escalations.

Supervised activities of front-end team members; coached team members; communicated updates and changes to the team; trained new hires; planned, organized, and conducted meetings and huddles with sales floor team; and conducted interviews with potential job candidates