Aaysln Armijo

ade99l@r.postjobfree.com

702-***-****

.

Marketing

Payroll

Search engine optimization

E-Commerce

Human Resources

Training

Scheduling

Financials

Time Management

Operations

Microsoft Office Suites

Storyboard

Performance Measurements

Performance Improvement Plans

Inventory

Coaching

KPIs Due to the outbreak of Covid-19, I was able to implement changes necessary for health and safety of my trainees and trainers, as well as meeting business needs. In the needed onsite classrooms, I implemented social distancing with the trainees, by separating the them into several classrooms, utilizing Adobe Connect platform, so that my trainer was able to continue training classes and interacting with each trainee. I was also able to implement some online classes, for the clients that would allow a virtual, work from home agent. Creating a work at home platform, allowed for highly diversified agents; opening employment doors for those that are unable to work at a site location daily.

I am highly organized,, excellent with time management and a self starter. I am responsible, motivated and I focus on leading by example; I am not afraid to roll up my sleeves and work side by side with entry level employees, in order to get the job done. I strongly believe in positive reinforcement, however, I hold employees to company rules and standards, and I am not afraid to have the hard conversations. Over many years, the understanding and need for emotional maturity in both my persona and professional life, has me dealt and I demonstrating this daily through my actions, as will as teaching my trainers. Tact, respect and honesty for all employees creates a productive working environment.

EXPERIENCE

Training Director

Everise (formerly C3 Connect) Las Vegas, NV. January 2020 to Present

Prior to my jointing Everise, my position was held by 6 people I less than 18 months. I was specifically hired to clean house and straighten up training so that it was effective and produced viable, knowledgeable agents to service our clients customers. Manage a team of 20 trainers in a BPO environment with multiple clients. Set clear expectations of the trainers, holding them to company guidelines, as well as professional standards for adult learning. Developing the trainers across multiple platforms, including work from home trainers and trainees. Created and implemented SOPs for trainers, trainees in active classes, as well as operations staff, I began cross training off platform trainers to assist on platform trainers, exposing them to other lines of business, administrative tasks, and erasing the invisible division line between lines of business. Extensive coaching of trainers and developing multiple techniques for different learners, as well as engagement techniques and platform updates. . Held weekly team meetings, with a new learning topic and ideas and clear cut roadmaps for implementation within the classrooms. As well as running the Las Vegas site, I am a part of a global training team, collaboration, troubleshooting, as well as working with, supervising and training other trainers remotely from other sites across the globe. Maintaining strong working relationships with multiple clients, site director, operations and global team. Extremely demanding and hands on requires lots of extended hours into the nights and weekends.

Senior Call Center Director

GetAway Resort Management. Las Vegas, NV. June 2019 to December 2019

Connected to create a traditional call center matrix and train the existing manager. Managing all owner and member services call center agents (approx 150) Created and implemented relevant training materials to each product,, as well as creating ongoing training and fruits training documents for seasoned agents. Created and informed l implemented agent and supervisor job description, Created and implemented KPIs following company guidelines, while developing an internal sales program, bonus/ incentive structure. I met with each agent to discuss their job description, KPIs, sales expectations and compensations, and gave each agent a timeline in which to adjust to the new standards and expectations. Worked with three outside sailors director, to set up sales presentations and training for the agents to understand current products, tire sails process, as well as compliance and government regulations regarding timeshare sales. Implementation of new training materials, Raised sales by 62% from past year. Lowered abandon rate from the previous 12% down to a steady 4%. Cratered multiple reports for tracking and reporting sales, KPI adherence and agent performance lTrained current manager and executive staff on all implementations, expectations and report treading/ understanding/ purpose.

Distribution Center Manager

Inovatex Las Vegas, NV . June 2012 to April 2019

Responsible for all workers of the DC, to include, shipping, receiving, WMS, LTL, BOLs, Created training documents, as well as implementing a biannual class regarding OSHA standards, safety regulations, equipment care and maintenance schedules, FIFO, forklift certifications, interviewed, hired, trained all start members, including cross training with administrative tasks and rotation of daily/ weekly housekeeping chores. Used buddy system pairing to assist with weaknesses in certain areas and strengths in others. Staff forecasting for daily, weekly,, special projects and peak seasons; to include hiring temporary workers and training them. Monthly coaching all staff, including all temps; 50+ employees full time, . Oversaw all inventory control, weekly cycle counts, payroll, facility budget, corporate reporting. Lowered facility budget by 3% each year, Established contacts and maintained executive contact relationships (to include buyers, and collaborated with them to ensure their target customers were getting the best new products, styles, Was part of three executive team that researched and purchased a WMS system, taking the DC from fully manual daily processes, to fully automated. Trained team members on use of the WMS system and have held devices.

Trainer and Call Center Director

Samsung USA Colorado Springs, CO. . January 2006 to May 2012

Manager for 15 Team Leads with 12 agents on each team; for inbound calls for Samsung Android Mobile devices for all carriers. A member of the Beta testing team for new builds, platforms, products, I reported on extensive documentation, tracking of agent findings, and creating new troubleshooting paths for problem areas. Kept training materials up to date, maintained reports, training logs and performance reports for all employees. Developed new job descriptions, top ensure we were attracting the technical savvy employment seekers, as well as developing tracking reports for known issues and resolutions. Responsible for all new agent training lastin 6 weeks in classroom, 2 weeks in nesting, assignments to supervisor/team, based off testing scores, attendance and technical abilities. Implemented KPI's for quality, attendance, adherence and security breach attempts. Maintained numerous carrier relationships for cross referencing billing, ownership, warranty purposes. 250+ level 1 & 2 employees.

Volunteer Inventory Controller & Assistant Manager/Trainer

Gospel Shelter For Women Thrift Store Colorado Springs, CO November 2005 to February 2011

Completely voluntary i position; i received no monetary compensation for my role/work/position. This was a thrift store that funded a women's sober living, while teaching the women employment skills, customer service, cash handling, schedule responsibility.

Received all donations; separated & priced inventory; supervised employees, volunteers &community service. Scheduling. Responsible for large amounts of cash, deposits and supervising volunteers. Assisted customers with questions; taking purchases to vehicles; heavy lifting (mostly large furniture). Drove the company truck to pick up donations, deliveries & maintenance vehicle; forklift certified. Maintained security of a drug/alcohol free workplace.

Quality Coach Manager/Traine

T-Mobile Colorado Springs, CO. May 2004 to February 2006

Within 4 months of my hiring, i was coaching team members of my own, as well as other teams, All inbound calls; customer service, payments, troubleshooting, sales increased by 27%,upgrade. Promoted to supervisor of the Celebrity cue. (Special privacy & additional security measures for celebrity accounts and interaction.)

Finance & Title Manager/Payroll

Wildcat Motorsports Inc Colorado Springs, CO. . September 1995 to September 2004

Upon hire, i was informed i needed to be dedicated to bringing the dealership into compliance with registration and title documents from past purchases. Within 4 months, we were completely compliant, and sales had increased by 30%. Created and maintained relationships with financial lenders, as well as establishing 12 new lenders. (Dealership ended up closing in Colorado and moving up to Wyoming.)

Legal Assistant/ POA Instructor

Office of Strategic Services KMCAS, HI October. 1987 to June 1995

POA instructor for active duty, dependents & civilians. Assisted multiple attorneys with document preparation; interviewing clients; investigation; courtroom assistance. * Tickler system.

Education

MS & BS, Forensic Psychology

University of Hawaii Honolulu, HI August 1988 June 1995

Additional Information

Timeshare License.

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