Summary

Skills

Experience

Karen Michel

Winter Garden, FL 34787 407-***-****

ad23a3@r.postjobfree.com

Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Ability to maintain and enhance quality standards, identify areas of improvement and implement training maintaining and enhancing service quality standards, identifying areas for improvement to empower call center agents for best in class service.

Organization

Project management

Collaboration

Flexible and Adaptable

Analytical Thinking

Agile

Public Speaking

Emotional Intelligence

Verbal and Written Communication

Feedback Analysis

Needs Assessment

Schedule Coordination

Coaching and Mentoring

Materials Preparation

Quality Assurance Coach/Knowledge Management Specialist, 11/2021 Current Boundless Learning Orlando, FL

Conduct 2 regular evaluations of customer interactions for an average of 30 agents, ensuring adherence to established quality standards using Observe ai, or Nice in Contact tools Conduct monthly feedback sessions with call center agents regarding performance Facilitate training sessions for new hire agents as well as training going trainings refresher courses for existent members using Insight 2.0

Facilitated internal group of teammates with call calibrations To prevent business risk, maintained four required compliances on every scored call Managed data management using Excel to track calls and coaching sessions by priority Analyzed reports using Observe AI to organize daily call evaluation goals for monthly metrics and KPIs Conduct simulation calls for new hire call center agents to ensure their understanding and of call framework Liaised between Quality Training and Recruitment and Student support departments for supervisory support meetings

Examine performance metrics, customer feedback, and quality scores to pinpoint trends and areas that require enhancement.

Enrollment Advisor, 06/2014 05/2021

Boundless Learning Orlando, FL

Assisted team members in cross-functional projects such as call blitz to increase starts by 15 percent Performed positive and negative testing in applications to review the end user perspective and to report bugs/defects for waiver codes; resulting in a fixed application Managed end user sales cycle from stages and statuses in Salesforce CRM platform Analyzed market data to increase SEO contact with campaigns in collaboration with marketing manager resulting in targeted lead generation

Created simple, technical guidelines for text communication for all advisors on the team, resulting in an increase of 20% in the number of initial calls to contact

Managed KPI's for prospect students using converted goal resulting to 85% to 200% of goal achievement Enrollment Coordinator, 04/2012 05/2014

Pearson Online Learning Services Orlando, FL

Contributed to daily KPI of 100 calls each day in effort to reach prospect Education and Training

Manually processed about 200 applicants application data, forms, transcripts, each trimester Ensured that all documents were properly completed before submission. Used social media, text and telephone communication methods to contact applicants. Provided information about class options, educational materials and available services. 02/2012 Keller Graduate School of Management Orlando MBA Human Resources Management

03/2010 DeVry University Orlando, FL

Bachelor of Science Health Services Management

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