Training and Development

Suzette W Holmes

PO Box ****** Atlanta, GA *****

678-***-**** **********@*****.***

linkedin.com/in/suzette-w-holmes-b2a1941

Highly motivated Subject Matter Expert with Training and Management experience. Proven success in providing excellent support to external and internal customers. I am seeking a position that will utilize my experience to meet the goals of the organization.

WORK EXPERIENCE

DELTA AIR DELTA AIR LINES • Flight Attendant • April 2018 – Present

• Consistently reviewed and executed inbound and outbound safety and security needs for each passenger to prevent unexpected incidents.

• Effectively managed customer requests, personnel assignments, food and beverage management and emergency situations.

• Diversity and Inclusion Representative assuring that all employees have a safe and diverse workplace.

• FIELD SERVICE MANAGER • MAY 2022- JULY 2023

• Builds positive relationships with leaders and Flight Attendants in order to maintain workforce engagement, commitment, and flexibility.

• Responsible for the performance-based management of large teams of Flight Attendants on all KPIs such as safety, reliability customer satisfaction, finances, etc. through actions including recognition, coaching, and verbal and written delivery of necessary corrective action when appropriate.

• Promotes health, wellness, safe work environment and safe work practices.

• Responsible for ensuring and addressing Quality Assurance issues such as uniform compliance, overall performance, and customer satisfaction.

DELTA AIR LINES •CUSTOMER EXPERIENCE SPECIALIST • MARCH 2014 – APRIL 2018

• Achieved 1 Million in sales as a part time employee. First in the history of the company.

• Effectively listened, quickly identified and took ownership of customer issues, making quality decisions, multitasking, and interacting with a globally diverse group of customers and colleagues.

• Connected with customers globally via phone and created an experience where customers felt valued and important.

RANDSTAD TECHNOLOGIES • CALL CENTER INSTRUCTOR CONSULTANT • APRIL 2015 – JULY 2015

• Developed and established a Train-the-Trainer program for on-the-job trainers.

• Launched, created and facilitated training geared towards maximum business impact.

• Monitored and coached agents to success using different methods to boost morale and facilitate change.

K FORCE (PWC) • LEARNING AND DEVELOPMENT VIRTUAL CLASSROOM ADMINISTRATOR CONSULTANT (PWC) • AUGUST 2014 – JULY 2015

• Provided customer and technical support for internal customers in a timely, friendly and professional manner.

• Utilized adult learning principles remotely, in classroom, conference setting, meeting, workshops or blended learning methods.

• Supported learning events across the country by establishing strong ongoing relationships with internal IT operations and vendor contacts.

SUZETTE HOLMES PAGE 2

KELLY SERVICES (BLUE CROSS BLUE SHIELD/ANTHEM) • OPERATIONS HEALTHCARE TRAINING CONSULTANT • MAY 2013 – JAN 2014

• Reduced Proficiency time for new hire students to 8 weeks with 100% service rate product launch.

• Identified client training needs, developed service level agreements, met with clients to obtain approval, and provided daily reporting and analysis to executive leadership.

• Administered new hire orientation/training and utilizing matrix management to ensure consistency and accuracy of training materials that improved employee performance. PLUMCHOICE ONLINE PC SERVICES• CALL CENTER CUSTOMER SERVICE TRAINING MANAGER • MARCH 2008 – NOVEMBER 2012

• Developed companywide Customer Retention/Sales training that increased employee retention and improved customer attrition to 15% from over 40%.

• Aligned new hire training with 30-60-90 day performance requirements that promoted immediate application of knowledge/skills and incremental proficiency which increased sales agent productivity by 20%.

• Executed training programs to address areas of opportunity the scope of accountability included conducting new hire orientation/training and utilizing matrix management to ensure consistency and accuracy of principles learned.

EDUCATION

Diversity, Equity and Inclusion in the Workplace Certificate University of South Florida, Tampa, FL 2021

Bachelor of Arts in Political Science

University of Georgia, Athens, GA 1991

Master of Arts in Organizational Management

University of Phoenix, Phoenix AZ 2006

VOLUNTEER EXPERIENCE

English As A Second Language Certified Tutor

NFL SuperBowl Brand Ambassador (HQ, Populous, SB Live & SB Experience) Angel Tree Community Program

Toys For Tots

Boys and Girls Club Mentor

Literacy Volunteers of Metropolitan Atlanta

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