Call Center Contact

Training Success

Combining all my talents and skills for over the years in training and development, I was able to retain more than 70% of newly hired call center agent which was double the average retention for a contact center. This also translates directly to motivating and helping new trainers to excel in the course as they progress in their quest for learning and optimal career placement. Not only did these new employees and trainers stay in their positions but they were able to put the skills they’ve learned into practice successfully with a 90% high ROI. My positivism in life and trainer knowledge, accompanied with sense of humor, create a professional and fun learning environment for adults that optimizes the level of absorption needed to assimilate new materials. I am seeking an opportunity to use my knowledge, skills, and education as a Training and Development Consultant.

Experience

Northrop Grumman Principal Technical Trainer Magna, UT

October 23, 2023 - present

Responsible for supporting all instructor-led and virtual instructor-led training at designated location, which requires a candidate who maintains a proactive and organized approach in all their work.

Worked within a multi-disciplinary and receive feedback and direction from managers at multiple levels.

Supported new-hire onboarding, which includes in-classroom instruction and providing guidance and direction to new employees during the first week of employment.

Coordinated with trainers and subject matter experts on suggested course content and scheduling of live training events.

Able to present in front of a group and effectively engage and communicate with the audience.

NICE Education Professional Sandy, UT

January 4, 2018 – October 23, 2023

Assisted with the development of client information management standards and evaluation of technology trends.

Contributed to business area assessment, user needs analysis and business systems design.

Successfully delivered training curriculum to clients via in-person and virtual classroom settings.

Served in a project manager capacity via management of end-to-end system’s training development and delivery.

MoneyLion Senior Call Center Manager Sandy, UT

March 2018 – October 2018

Successfully partnered with management team to build and drive training strategy to align with business objectives, and growth projections in the contact center, built and managed Quality Assurance department

Created, delivered and maintained contact center’s training programs such as new hire on-boarding, customer service skills, up-skill and training for existing staff, new and tenured manager development

Worked in tandem and built strong partnership with operations managers to ensure alignment of training programs with ongoing coaching and quality assurance effort

AdvancedMD Implementation Consultant Sandy, UT

2016– 2018

Successfully partnered with management team to build and drive training strategy to align with business objectives, and growth projections in the contact center, built and managed Quality Assurance department

Created, delivered and maintained contact center’s training programs such as new hire on-boarding, customer service skills, up-skill and training for existing staff, new and tenured manager development

Worked in tandem and built strong partnership with operations managers to ensure alignment of training programs with ongoing coaching and quality assurance effort

Related Work Experiences

Teleperformance Training Manager

Frontier Communications Senior Training Specialist

Pyramid Consulting (Verizon Wireless) Curriculum Developer

The Training Associates Trainer/Consultant

Education

University of Phoenix, Utah, MBA

Salt Lake Community College, Huma Resources Profession Certification

Communication

Having worked tenaciously to earn my Bachelor’s and M.B.A., I am a huge proponent of education and training to develop skills and provide a solid foundation for the rest of anyone’s professional life.

There’s a plethora of factors to consider when rolling out change, but humanizing the process will ensure success at every point of delivery. Combining my management, training and development background, with a vibrant, self-motivated personality will ensure success.

References

Dallin Lewis 801-***-****; Jason Randall 801-***-****; Angel Harrison 801-***-****

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