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Robert Sage 904-***-**** • Jacksonville, FL

ad1hnb@r.postjobfree.com • LinkedIn

Senior Training Specialist

Bolstering employee knowledge with engaging curriculum. Adaptable and positive corporate trainer and facilitator with demonstrated experience creating and delivering impactful content that improves the knowledge of new hires and existing employees alike. Skilled at collaborating with business leaders to understand training gaps and developing courses and programs to fill them. Possesses a dynamic facilitation style that engages and challenges learners leading to improved employee performance and high customer scores. Areas of Expertise

• Training and Development

• Content Creation

• Project Management

• Facilitation

• Employee Coaching

• Process Improvement

• Strategic Planning

• BPO

• Customer Service

Career Experience

One Call, Jacksonville, FL 2018 – 2023

Senior Training and Development Specialist

Facilitated new hire and existing employee training courses in group settings of up to 140 trainees both domestically and internationally around BPO call center best practices and the utilization of technology. Mentored and coached individuals in 1:1 settings to further develop skills. Created content in PowerPoint, Excel, and Word. Key Accomplishments:

• Completely modernized all curriculum for 6 products including the development of PowerPoints, exams, and facilitator guides.

• Refreshed new hire training course with more engaging content around company history, benefits, products, and HR practices.

• Implemented knowledge checks throughout the curriculum to gauge employee learning.

• Maintained a 100% passing rate across multiple classes for 2021.

• Trained over 1,000 agents across entirety of tenure.

• Selected for multiple internal committees including Mosaic Steering Committee for LGBTQA+, Action Avengers for HR, and leading New Hire Orientation Committee.

• Collaborated with CEO and CPO to be part of a meet and greet session for new hires during orientation.

• Developed and facilitated Microsoft Teams trainings to further drive communication between team members and business units.

Tulsa Welding School, Jacksonville, FL 2018 – 2018 Career Services Advisor and Student Outreach Representative Mentored and monitored students through various welding, electrical, and HVAC programs including placement of graduates with local businesses, counseling on careers, writing resumes, and conducting mock interviews. Key Accomplishments:

• Bolstered underperforming student placement numbers to over 80% placements across 3 programs.

• Hosted local and national businesses to increase student visibility to hiring managers. Allstate, Jacksonville, FL 2016 – 2017

Research Analyst

Contracted to perform research analysis for coverages for policy holders, agents, and groups. Determined and managed the need for case audits, reinstatements, refunds, and coverage discrepancy. Key Accomplishments:

• Identified refunds for 250 customers after finding repeated overcharges on accounts. Page 2 2

AG1 Financial, Jacksonville, FL 2014 – 2016

Financial Consultant

Prepared individual and business tax returns and managed finances. Analyzed markets to identify areas of opportunity for clients. Collaborated with CPAs, tax attorneys, and financial planners to deliver an outstanding customer experience.

Key Accomplishments:

• Determined solutions to bolster customer tax refunds. Sage Dry Cleaners, Jacksonville, FL 2004 – 2016

General Manager

Oversaw all operations of family dry-cleaning including garment acceptance, prioritization, cleaning, pressing, sorting, and bagging. Orchestrated public relations, delivered on quality control, and managed finances including bookkeeping, payroll, supervision of up to 20 staff members, and employee relations. Key Accomplishments:

• Built customer base through outstanding customer service and referrals.

• Reduced gas costs after eliminating 2-day delivery.

• Implemented work/release program for high school students to gain course credit.

• Developed training programs for all operations in the facility. Education and Credentials

Bachelor of Arts, Education

University of North Florida

Associate of Arts

Florida Community College

Certification, Life Coach, Life Coach Institute of Orange County Technical Skills

Microsoft Office including Word, Excel, PowerPoint, and Teams

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