Development Specialist High School

Viviana Amigo

479-***-**** ********@*****.***

Russellville, AR

Work History

Advance Trainer, Asurion, Russellville, AR April 2021 – September 2022

• Created onboarding process which reduced ramp-up time, increased efficiency, and capability of new trainers.

• Launched pilot lines of business and developed training plans and SOPs

• Primary contact inside Business Unit

• Presentation & Facilitation of Policy and Process Training, Sales Enablement Training, Technical Theory, Root-Cause Troubleshooting Methodologies, Instructor Led Skills Practice, Soft-Skills Coaching and other Training related administration

• Utilization of LMS Administration to upskill over 500 employees on internal systems Learning and Development Specialist, Asurion,

Russellville, AR

April 2019 – April 2021

• Managed and facilitated the new hire and continuing education training for 500+ technicians and supervisors

• Coached and developed support technicians using behavior based coaching strategies resulting in the top 5% based on corporate KPIs.

• Directly supervised full and part time employees, both remote and on-site locations.

• Scheduled weekly coaching and feedback sessions to ensure employee success

• Aligned success metrics with various departments such as Operations, Quality, Training, Instructional Design and Legal.

Corporate Resolutions Specialist, Asurion, Russellville, AR

March 2016 – April 2019

• Utilized CRM platforms to track escalation paths and repeated escalations in service networks.

• Supported program specialists and floor supervisors with internal escalations to meet client service level agreement.

• Partnered closely with compliance department to audit claimant history and provide outlined breakdown of interaction history

• Reviewed customer surveys and online complaints to troubleshoot customer experience hardships to redeem service experience.

Education

High School Diploma 2007

Hilltop High School – Chula Vista, CA

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