Manager Customer Service

LAIVY BROWN TRAINING AND DEVELOPMENT SPECIALIST

St Louis, MO 63130 314-***-**** **********@*****.***

Enthusiastic team player who manages and provides process improvement/ transformation expertise for project teams, process owners, operations, leadership and stakeholders in order to achieve engagement goals and operational performance objectives. Asses training and development needs through focus groups, surveys and other feedback loops. Create unique trainings to fulfill specific needs of the employees and organization.

SKILLS

Program Management

Relationship Development

Data Analytics

Organized

Presentations

Critical Thinking

Subject Matter Expert

Excellent Communicator

Behavior Management

Organization Effectiveness

Training

Training development & Design

Microsoft Office: Word Excel Salesforce Unix SQL EHR

EXPERIENCE

Practice Manager/ Training and Performance Improvement 2018 – Present

Midwest Health Centers- Addiction Clinic, St. Louis, MO

Assess training development needs through performance reviews, surveys, focus groups, communications with mangers and interviews together with an open door policy for regular feedback.

Design, implement training materials and programming.

Maintains records of training and development activities.

Create, organize, plan, and oversee on-boarding, orientation, and skills training for new employees and customers.

Lead planning and strategy for day to day management of the office. Direct launch for additional sites, oversee workflow as well as ensuring staff and patient satisfaction.

Modify programs accordingly based on job improvements and post-course evaluations.

Customer Service Representative/Corporate Trainer Phone, Email, and Chat 2016 – 2017

B&H Photo Video - Electronics and Camera Store, New York, NY

After 4 months, promoted to customer service trainer. Delivered training and education that improved job skills and prepared employees to work as customer service agents. Worked with head trainers to implement changes in the training process to improve employee performance and customer satisfaction.

Worked with Training manager on improvement efforts to redesign the training curriculum.

Provided quality solutions to a variety of complex customer issues, such as payment and shipping related issues.

Worked collaboratively with cross functional teams including, buyers, sellers, verification, and shipping to provide excellent service to customers.

EDUCATION & CERTIFICATIONS

Master of Arts: Industrial & Organizational Psychology 2019

Touro University Worldwide

Bachelor of Arts: Business Focus: Industrial Psychology 2016

Fairleigh Dickinson University, Hackensack, NJ

Certification: Data Analytics 2020

Cornell University

Certification: SQL 2020

Udemy

Certification: Green Belt 2018

The Council for Six Sigma Certification

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