Training Team Manager / Quality Coach / Data Entry

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Aime Li’no Joh’nneson

Scottsdale, AZ 85250 / T: 480-***-**** / E: ********@*****.*** Area of Expertise and Skills

CRM systems (Salesforce Portal and Sharepoint interface) (advanced) 40 WPM (10,000+ KPH)

Adobe Connect platform (advanced)

Adobe Photoshop CS5 and later (advanced)

MS Office: Word, Excel, PPT (proficient); Keynote, Pages, Numbers (advanced) Microsoft Teams interface (advanced)

Blackboard Ultra and BB Collaboration platforms (advanced) Cisco Webex platform (proficient)

ARD Remote Desktop Platform (advanced)

Workforce Scheduling Pipkins interface (advanced)

Exceptional team management / leadership skills

Strong ability to problem solve and work independently Superior time management skills, ability to adapt

Accomplish many detail-oriented tasks simultaneously Highly Resourceful, Professional, and Creative

Ability to work effectively with all levels of management Experience

KellyConnect (Kelly Global Services, LLC)

Kelly HBA Agent (Remote)

June 2015 - January 2021

Positions held:

Training Team Lead Manager (February 2019 - January 2021). Position goals were to lead a team of Agents while also engaging as an individual contributor to Service Level Success, and providing Tier I and Tier II Agents training in resolving customer issues, escalating issues to Management team if necessary to ensure resolution. Responsible for delivering training modules to the Nesting Advisors and leaders supporting the AppleCare program via virtual tools ensuring delivery is engaging, content is accurate and participants gain the knowledge and skills necessary to succeed in their corresponding roles, and managing KPIs and Metrics for current site goals. Current responsibilities include: Appointed Nesting Department Curator assigned to design Nesting Training content for multiple lines of business with a focus on Nesting modules Deliver effective and engaging training to current and future Advisors and leaders on the AppleCare program via virtual Instructor delivery methods using content, materials and approaches provided by current training programs Administer training evaluations to participants at predefined milestones during the training to ensure participant performance

Monitor participant performance and progress throughout the training to support successful learning, promote consistency and ensure success of the Nesting Training program

Learn updated New Advisor and Leadership Development content and prep for additional training courses

Provide daily and weekly training progress updates on the performance of participants during the Nesting

Continually assess the Nesting program content to ensure concepts are current and the delivery methods are effective, providing feedback to Training Supervision, monitor

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and identify areas of improvement for Nesting

Support other New Advisor and Leadership Development initiatives including KellyConnect training needs

Manage administrative reporting and documentation necessary to support the Nesting and training

Lead Agent development by performing call monitoring, analyzing results, and providing coaching and feedback

Daily documentation of all coaching/counseling conversations in appropriate tool within 24 hours of conversation

Consistently lead teams to achieve contractual Service Level Goals, achieve and/or exceed Quality Assurance Goals

Worked directly with Site Administrators to assess teams performance, collaborated with Real Time Coordinators on staff planning, Agent scheduling, and site technical issues

Scheduled and conducted team meetings as necessary Weekly QA evaluations and completed coaching sessions per agent per week Agent Attendance and Schedule Adherence feedback to RTC and Manager in Real Time

Complete cross-skilling and up-skilling into different lines of business as assigned Quality Analyst / Quality Coach for Tier I and Tier II Levels (June 2016 - February 2019). Position goals were to help the CSR develop and perform their job according to the KellyConnect standards and client requirements for each program. Responsibilities included:

Conduct Quality monitoring to assess Advisor’s customer service communications Ensure all KellyConnect and program specific standards are measured and performed uniformly for all Advisors

Escalate high-level patterns of performance issues to Operations leadership Identify service deficiencies and make recommendations to enhance training or coaching

Collaborate with Team Leads and Supervisors to provide continuous development to Advisors

Use the North Star form for all types of evaluations; Manage outliers as directed by the Supervisor

Calibrated successfully on a quarterly or monthly basis; Acted as a member of the calibration gauge panel consistently

Prepare and deliver Roundtable presentations to Advisors Conducted Process Audits; Attended weekly QRM/JCM with Client’s QPMs Technical Support Phone Agent Levels Tier I - Tier II (June 2015 - June 2016). Position goals were to provide technical phone support to Apple customers. Duties included: Handling inbound and outbound customer support calls to resolve technical issues with Apple products and services including iOS software, macOS operating systems, iCloud services, and Apple ID services. As a level Tier II representative I also handled assigning Customer Satisfaction Codes for repairs as well as customer appeasements.

Jaze Design Studios

Co-Owner and Creator

Scottsdale, AZ

October 2010 - June 2018 (Commissioning to present) Designed and created marketing materials, custom logo and clothing apparel, costuming and prop building business including:

Photography and videography portfolio includes writing, directing, acting, producing,

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and art direction for contractual production studios Developed clientele Social Media accounts including: Facebook, Twitter, Youtube, Instagram, Pinterest, and Tumblr

Designed clientele website pages

Digital Artwork for physical photography prints and advertising promotions / events Booked and hosted events including Special Guesting at a number of nationwide Comic Conventions and Live Action Events

Design custom logos and clothing apparel for clientele Dr. Jeffrey Ptak, MD FACS

Administrative Assistant

Scottsdale, AZ

August 2008 - October 2010

Front and back office administration duties included: Patient pre and post op care assist

Answering phones

Booking patient appointments and inputing new patient information Scheduling patient surgery

Design marketing ads and coordinated office events Realcore Realty

Real Estate Agent

Scottsdale, AZ

2007 - 2011

Real Estate Agent for residential home sales and property management Dani’s Agency

Actress / Model

Scottsdale, AZ

2002-2010

SAG(E) Film accreditations include: America’s Most Wanted, Jolene, Two Cents Too Short

(Independent Film), McDonalds

Education

AZ School of Real Estate and Business

AZ Real Estate License

Scottsdale, AZ

Paradise Valley Community College

Associates Degree in General Studies

Phoenix, AZ

Phoenix College

Emergency Medical Services Technician Certification Phoenix, AZ

Contact this candidate