Information Technology Customer Experience

WILLONA KINSEY

SENIOR TRAINER, LEARNING AND DEVELOPMENT

Monticello, GA 31064 470-***-**** *******.******@*****.*** Willona Kinsey LinkedIn

Innovative and enthusiastic Senior Learning and Development Trainer with an outstanding track record in leadership coaching and technology-based training. Collaborates virtually with cross-functional teams to design and deploy creative solutions that meet organizational objectives and promote a continuous culture of learning. Ability to assess and accommodate all adult learning styles.

CAREER ACHIEVEMENTS

Received 2023 Peer-to-Peer Recognition Award (Influencer Award).

Maintained a facilitator survey score of 4.91 out of 5 ratings.

Consistently delivered high-quality metric results with a 3%-5% month-over-month rise in customer experience and a 2% decrease in 3-day repeat calls.

CORE SKILLS

Collaboration Curriculum Design Information Technology Leadership Coaching Onboarding Presentation Problem-solving Reporting Skills Assessment Training Written and Oral Communication

Adobe Connect Blue Jeans Video Conferencing Microsoft Word, Excel, and PowerPoint WebEx Workday

PROFESSIONAL EXPERIENCE

Sr. Trainer of Learning and Development, Remote November 2019 – June 2023

Verizon Wireless Alpharetta, GA

Facilitated on-site and remote training for both new and embedded workers in different time zones.

Learned emerging technologies and developed materials within the designated scope and timeline.

Partnered with internal leaders to create and deliver skill assessments relevant to their team functions.

Provided updates to senior management and managers on new and upcoming training content.

Monitored training completions for internal teams.

Provided real-time coaching feedback both in class sessions and during live and recorded call reviews for continued development of team members.

Created reinforcement exercises to help bridge gaps in communication, tool utilization, resource skills, and efficiency.

Analyzed metric results weekly to gauge further training needs and Return on Investment (ROI).

G.O.A.L. Trainer (Corporate Development Program) October 2018 - November 2019

Verizon Wireless

Created and delivered training based on Verizon’s G.O.A.L. concepts.

Strengthened skills and abilities in presentation, facilitation, and adult learning styles.

Developed leadership skills through collaboration with all levels of the business.

Obtained certifications in various adult learning styles.

Tech Expert

Verizon Wireless November 2014 - November 2019

Provided an exceptional customer experience for customers by leveraging in-depth knowledge of all operating systems, procedures, and processes for routine and complex customer issues.

Conducted Tier 1 and 2 troubleshooting to assist customers requiring technical assistance.

Offered creative solutions to retain customers by maintaining an 86% retention rate.

Utilized expertise in systems and products to support Key Strategic Initiatives while adapting to evolving business needs and contributing to the achievement of company goals.

Demonstrated taking ownership by fully handling a comprehensive range of customer service functions

Successfully minimized escalations and transfers to other departments by proactively resolving customer issues and ensuring a seamless customer journey.

Applied trained skills to maintain a balanced scorecard ranging in the top 30%.

Information Technology Intern March 2014 - November 2014

ITT Technical Institute Charleston, SC

Provided technical support to students.

Assisted Systems Technicians with a variety of projects.

Prepared and deployed over 500 laptops and user profiles for students.

EDUCATION

Associate of Applied Science in Network Systems Administration ITT Technical Institute, Charleston, SC May 2015

GPA: 3.9, Class Valedictorian

TRAINING CERTIFICATIONS

Train the Trainer, Certification Verizon, (40 hrs.) 2019

New Hire Training, Lead Certified Trainer,

“Teach”, (Technician, Educator, Advisor, Coach, and Host) Certification

VOLUNTEER AND TEAM COMMUNITY SERVICE

Foster Care Support Foundation

Operation Gratitude: Wrote letters to veterans and sent stuffed animals overseas to military families.

Open Hand Atlanta: Prepped food for delivery to Senior Citizens.

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