Customer Service Training

Nadine Sackeyfio, MBA

*** **** ***** ********/ ******** and Development Manager

Arlington, TX 76001

214-***-**** High preforming senior level, training/ learning and

***************@*****.** development management professional eager to provide

m leadership and deliver results

SUMMARY

. Possesses extensive experience working with Training, Learning, and

Development logistics, processes, and procedures.

. Facilitated learning and development programs and coordinated domestic

and international training initiatives, utilizing LMS and SharePoint

extensively, while working in the Learning and Performance Solutions

Group for Citigroup.

. Coordinated all aspects of learning and development, quality assurance,

and policy and procedures supporting multiple business channels, while

working as a Training, Quality Assurance, and Policy/Procedures Manager

for ACE.

. Assisted the Learning and Performance Trainers with classroom operations,

and supported call center. Management of on the job training operations,

utilizing various LMS, including Captivate and Saba, and MS Office

software programs and systems.

. Effectively applied principles of the adult learning model (ADDIE) in

instructional design and classroom facilitation practices.

. Coordinated and supported creation of training program, quality assurance

and policies and procedures, and assisted with drafting and design of

policy and procedures manuals and revised new hire training programs.

. Assisted in scheduling, monitoring, and conducting detailed operational

effectiveness assessments, and reported findings to executive leadership

for organizational improvement plans.

SKILLS

. Proficient with Microsoft Office, Word, Excel, PowerPoint, Outlook, LMS,

SharePoint, various Learning Management Systems and Training Development

Software, Captivate, Saba, expertise with Call Center Operations & Field

Support Functions, Change Management, Coaching/ Development, Diversity

Training, Employee Development, Employee Engagement/Teambuilding,

Instructional Design, Internal Communications Management, Leadership

Development, Managing Vendor, Multitasking in fast-paced environments,

Performance Improvement, Product Development/ Management, Program

Management, Recruiting and Staffing, Relationships, Strategic Planning,

Talent Management, Training & Facilitation, extensive working knowledge

of Training, Learning, and Development logistics, processes, and

procedures, and excellent organizational, presentation, management,

interpersonal, team-work, customer service, and oral/written

communication skills

EXPERIENCE

NATIONAL TAX OFFICE

Owner/ Office Manager (Seasonal)

Oct 2014 - Present

. Facilitated income tax preparation for individuals and small businesses.

. Identified potential tax credits and liabilities and ensures accurate and

complete returns are filed in a timely manner.

. Developed and implemented local marketing strategies

. Completed tax forms in accordance with policies and in compliance with

legislation and regulations.

. Managed daily office duties such as answering phones, scheduling

appointments, and callbacks.

. Trained, coached, developed and managed seasonal tax professionals.

ACE Cash Express, Irving, TX

Dec 2007 - Sept 2014

Training, Quality Assurance, Policy/Procedures Manager

Nov 2011 - Sept 2014

. Managed all aspects of learning and development, quality assurance, and

policy and procedures supporting multiple business channels (Loan

Collections, Title Loan Collections, Regular Checks Collections, Internet

Lending Collections, Installment Loan Collections, Skip Trace, and

Customer Care).

. Lead introduction and implementation of a quality assurance program,

supported drafting and design of the policy and procedures manual and

helped revise the new hire training program.

. Designed and developed training programs to promote leadership

development.

. Developed trainer development programs and coached others leadership

staff involved in the training efforts.

. Established and updated departmental policies and procedures.

. Utilized various LMS including Captivate and Saba, as well as MS Office

software programs and systems extensively, including MS SharePoint for

content and user management.

. Facilitated new hire, continuing education and leadership training

programs.

. Effectively coordinated and managed the training and learning support

functions of the collection call center operation (Training, Quality

Assurance and Policy's & Procedures).

. Lead instructional design projects

. Conducted detailed operational effectiveness assessments on collection

operations, and reported findings to executive leadership and implemented

an organizational improvement plans to improve deficiencies.

. Coordinated and managed creation of training program, quality assurance

and policies and procedures, while liaising between IT, Operations,

Training, Legal and compliance.

. Planned, organized, facilitated and order supplied for employee

recognition and appreciation events.

. Supported large and small scale hiring initiatives targeting training

staff, quality assurance analyst, collections associates, operations

managers and supervisors.

. Provided coaching, development, feedback and support to training, quality

assurance and collections operations.

Training & Field Communications Manager

Aug 2009 - Nov 2011

. Coordinated and Managed all aspects of the product roll-out including

creation of training materials, training facilitating, and various

communications strategies.

. Coordinated the day-to-day operations and logistics of the gold buying

initiatives in over 400 locations spanning across 10 states (Texas,

Arizona, New Mexico, Oklahoma, Ohio, Arkansas, Tennessee, South Carolina,

Florida, and Indiana).

. Conducted periodic follow-up studies of all completed training, evaluated

and measured results.

. Monitored the product development and growth, and worked with municipal

communication, compliance requirement management, system set-up, ordering

and designing marketing materials, equipment management, utilizing

various LMS and MS Office software and systems including SharePoint.

. Designed training materials targeting multiple business channels

(corporate, help desk, tech support and field operations.

Training and Quality Assurance Manager

Dec 2007 - Aug 2008

. Managed leading of the day-today operations of the training and quality

assurance department for all inbound/outbound call centers, field support

functions (Customer Service, Helpdesk, Tech Support and Phone Sales) for

store network.

. Designed and developed continuing education program for Customer Service,

Helpdesk, Tech Support and Phone Sales operations.

. Managed training and quality assurance staff, documenting and maintaining

records and employee information.

. Conducted periodic follow-up studies of all completed training, evaluated

and measured results.

Citigroup, Irving, TX

Jun 2004 - Nov 2007

Learning and Performance Solutions Group Specialist

Jul 2005 - Nov 2007

. Facilitated learning and development programs for inbound/outbound call

centers supporting Citi branded and private label credit cards

(Collections and Customer Service).

. Coordinated domestic and international training initiatives supporting

product knowledge and increasing collections rates.

. Utilized various LMS and MS Office software programs and systems

extensively, including MS SharePoint for content and user management.

. Helped manage training for small and large groups, assisting in

scheduling and coordinating of a variety of logistics and processes.

Training/Training Assistant

Jun 2004 - Jun 2005

. Assisted the Learning and Performance Training Manager with classroom

operations.

. Supported management of on the job training operations.

EDUCATION

Masters of Business Administration in Healthcare Administration

University of Phoenix/School of Business

Bachelors of Arts in Psychology

Texas Woman's University, Denton, TX

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