Sara Anne Mucci
**** ******** **. • Hamilton, OH 45011
ac6ut4@r.postjobfree.com
PROFILE
Experienced Corporate Trainer with experience in Contact Center Management. AREAS OF STRENGTH
Management Skills Critical Thinking Learning Documentation Communication Time Management Classroom Facilitation Quality Assurance Employee Coaching
PROFESSIONAL EXPERIENCE
3/2018-8/2018- Vaco- Nashville
Learning & Development Specialist- Contractor
• Coordinated logistics of training course offerings
• Worked with Project Managers to ensure that learner and facilitator needs were met
• Created learning reports
• Edited course offerings in Learning Management System (LMS) 5/2014-2/2018- United Mercantile Corporation- HomeTeam Inspection Service- Milford, Ohio Front Office Manager- Contact Center Manager
• Built and staffed contact center to support home inspection franchisee office operations and customer service
• Grew department from 4 clients to 28 clients within a 2-year timeframe
• Develop and document department process and procedure
• Build and facilitate new hire and ongoing training for contact center employees
• Create and facilitate training courses to individually employed Office Managers at yearly national convention
• Created and Deliver employee coaching process
2/2012-4/2014- Vantiv- Cincinnati Ohio
Learning Facilitator I
• Facilitated new hire training program for 3 separate projects and more than 20 clients
• Provided training assistance in the relocation of Collection project from Indiana to Ohio
• Updated and improved training documentation previously created for various departments
• Developed additional and refresher training for representatives based on client need
• Used Brain Shark software to create new training and improve classroom experience for representatives
• Met with clients on a yearly basis to review and update existing training documentation 10/2010-2/2012 NCO Financial Systems-Dublin-Ohio
New Employee Training Supervisor
• Facilitated new hire training program for over 15 projects and 30 clients
• Trained new employees to use 3 different client software systems and 7 in house software systems
• Updated and created training materials for a division consisting of 5 locations
• Administered semiannual compliance tests and quarterly employee surveys for over 300 employees
• Increased semiannual testing pass rate by 6%
• Created and presented continuing education course work for tenured employees using Adobe Connect
• Training Top 125 for 2011
CONTINUING EDUCATION
Columbus State Community College, Business Marketing. Attended 2000-2001 Hondros School of Real Estate, Completed May 2016