Program Management Customer Service

ISAURA VELAZQUEZ

Chicago, IL ***** 623-***-**** ***************@*****.***

SUMMARY

Goal-driven Trainer successful in working with both students and leadership to develop interesting and successful training programs. First-rate problem-solving, program management, and team-building abilities. Bringing many years of experience assessing training needs and conceptualizing training materials.

SKILLS

Lesson Planning

Program Management

Materials Preparation

Online Instruction

Course materials and supplies

Course Planning

Planning and coordination

New Hire Training

EXPERIENCE

08/2016 to 05/2024

Trainer

Macys Logistics Goodyear, Arizona

Conducted onboarding sessions to orientate new staff members about company policies and procedures.

Recommended changes or improvements in existing training processes as needed.

Maintained up-to-date records of trainee progress and provided regular updates to management team.

Resolved any issues raised by participants during the training session in a timely manner.

Managed multiple projects simultaneously while adhering to tight deadlines.

Documented all training activities including attendance records, feedback forms, surveys.

Adapted teaching methods according to the needs of individual learners or groups.

Provided feedback on employee performance based on observed results during training sessions.

Provided constructive feedback and positive reinforcement to keep trainees motivated.

Trained newly hired top talent to fill key positions and maximize productivity.

Explained goals and expectations required of trainees.

Created and offered additional materials to enhance training.

Suggested and offered specific training programs to help workers maintain or improve job skills.

Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.

07/2006 to 11/2010

Supervisor

McDonald's Goodyear, Arizona

Evaluated employee performance through periodic reviews and documented results accordingly.

Collaborated with other departments to coordinate workflow processes between teams.

Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.

Performed monthly inventory checks to ensure sufficient stock levels for all products.

Directed and supervised team of 15 employees in daily operations.

Ensured compliance with workplace safety regulations by providing training sessions for all staff members.

Provided guidance and direction to subordinates regarding job duties and responsibilities.

Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.

Created new strategies for improving customer service standards within the organization.

Participated in recruitment efforts by interviewing prospective candidates for open positions.

Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.

Tracked progress on projects and provided timely feedback to staff members.

Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.

Resolved customer complaints in a timely manner while ensuring customer satisfaction.

Monitored employee productivity to provide constructive feedback and coaching.

EDUCATION AND TRAINING

05/2004

High School Diploma

Estrella High School Avondale, AZ

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