Development Specialist Call Center

DAPHNE JETER

Training and Development Professional

High Point, NC 27265 336-***-**** ************@*****.*** Professional Profile

Results-driven Training and Development Specialist with 5+ years of experience in identifying skill gaps, designing customized training programs, and improving organizational performance. Proven track record of increasing conversion rates by 35% through enhanced training methods and boosting productivity by 20% via innovative e-learning solutions. Adept at managing large- scale training initiatives and mentoring new hires to ensure rapid onboarding and long-term success.

Core Competencies

Training & Development Technical Skills Soft Skills Needs Assessment Learning Management Systems (LMS) Strong Communication Curriculum Design Google Suite Interpersonal Skills Adult Learning Principles Salesforce Leadership

Instructional Design PowerPoint Adaptability

E-learning Development Workable Collaboration

Performance Analysis Microsoft Office Suite Project Management Professional Experience

Training and Development Specialist

Wider Circle, May 2021 - Present

• Spearheaded the development and implementation of 20+ monthly training sessions, focusing on new hire onboarding and skill enhancement for tenured staff.

• Increased conversion rates by 35% through analysis and improvement of training methodologies.

• Designed and delivered web-based training materials for 100+ employees, resulting in a 20% increase in retention and productivity rates.

• Conducted comprehensive skill gap analyses for the Call Center department, developing targeted training courses to address identified needs.

• Collaborated with senior management to align training initiatives with organizational goals and objectives.

Team Lead

Wider Circle, Mar 2021 - Present

• Mentored and coached 100+ team members, improving overall performance and job satisfaction.

• Reduced resource and time losses by 35% through prompt issue resolution and implementation of efficient solutions.

• Developed detailed progress reports and project updates, enhancing communication between teams and management.

Outreach Specialist

Wider Circle, Nov 2020 - Mar 2021

• Increased benefit utilization by 30% through targeted outreach to pre-qualified members.

• Improved event attendance and program participation by 15% through effective communication and education strategies.

Client Service Manager

United Healthcare, Jan 2017 - Jan 2020

• Implemented new data management strategies, resulting in 25% more efficient client database building and enhanced data security.

• Improved conflict resolution efficiency by 30% through the development of streamlined procedures and educational resources.

• Coordinated annual enrollment activities, optimizing client base structure to increase company profitability while meeting client objectives. Education

Bachelor of Science in Management, Business Administration, 2017 Columbia Southern University, Orange Beach, AL

Projects

Call Center Operational Standardization

• Developed and implemented comprehensive Standard Operating Procedures (SOPs) for the entire call center, streamlining processes and improving consistency across operations.

• Conducted regular refresher training sessions based on the new SOPs, resulting in a 30% increase in overall productivity.

• Facilitated smooth adoption of new procedures through clear documentation and targeted training initiatives.

Diversity and Inclusion Training Program

• Pioneered the company's first Diversity and Inclusion training program, addressing a critical gap in organizational culture.

• Designed curriculum covering topics such as unconscious bias, cultural competence, and inclusive leadership.

• Implemented training across all levels of the organization, fostering a more inclusive workplace environment.

• Received positive feedback from participants, with 95% reporting increased awareness and understanding of diversity issues in the workplace. References Available Upon Request

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