Customer Service Project Management

PROFESSIONAL SUMMARY

SKILLS

EDUCATION

LANGUAGES

RAECHELE RICHMOND

Prince Frederick, MD 20678

240-***-**** - *************@*****.***

Team-oriented self-starter bringing 13 years combined experience in training and customer service, staff development, management and conflict resolution. With exceptional communication, curating, analytical and motivational skills. Successful at developing communication strategies across multiple platforms to improve performance and increase ROI.

Manual Writing

Course Development

Educational Materials

New Employee Training

Cross-Cultural Communications

Learning Strategies

Staff Leadership

On-The-Job Training

Staff Presentations

Classroom Instruction

Leadership Training

Conflict Resolution Techniques

MS Office Expertise

Corporate Social Responsibility

Information Confidentiality

Project Management

G-Suite Proficiency

Employee Performance

Verbal And Written Communication

Product Development

Experience With Instructional Design

Ability To Manage

Professional Development

Project Management Skills

Learning Programs

Program Management

Adult Learning Principles

Ms Office

Written And Verbal Communication

Evaluation

Logistics

Program Delivery

Ift

Client Relationships

Planning

Value Proposition

Customer Inquiries

Relationship Management

Account Retention

Technical Implementation

Customer Relationship Building

12/2009 Bachelor of Arts: Dance Education

Morgan State University - Baltimore, MD

WORK HISTORY

English

Native or Bilingual

Spanish

Native or Bilingual

03/2021 to Current Training Program Manager

Delta Air Lines, Inc – Reagan National Airport

Managed development of e-learning training materials and activities to enhance learning experiences by 80%.

Selected and assigned instructors to conduct specific local & corporate mandated training programs.

Directed training programs and development paths for managers and supervisors.

Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.

Tested all training software and hardware prior to commencing training programs.

Analyzed effectiveness of training programs at all levels and recommended updates.

Monitored and evaluated training performance to determine quality and cohesiveness.

Communicated all learning and performance objectives, schedules, and training assessments to upper management.

Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success by 92%. 03/2017 to 03/2021 Operations Training Facilitator Delta Air Lines, Inc – Reagan National Airport

Facilitated virtual, in-person and blended learning sessions. Analyzed and evaluated training effectiveness and program outcomes. Developed and implemented successful onboarding program. Co-wrote training manuals for corporate initiatives according to strict company guidelines and compliance protocols.

Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring by 72%.

Developed and executed performance management programs to increase employee engagement and productivity.

Trained and mentored 83 new personnel hired to fulfill various roles per year. Utilized variety of instructional design methodologies to create effective learning experiences.

Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

Built and maintained professional relationships with vendors and suppliers. 06/2010 to 03/2017 Customer Service Supervisor

Delta Air Lines, Inc – BWI

Monitored metrics and developed actionable insights to improve efficiency and performance by 62%.

Created, prepared, and delivered reports to various departments. Coached (23) team members daily to deliver hospitable, professional service while adhering to Delta brand service models.

Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.

Coached employees through day-to-day work and complex problems. Led regular customer service meetings to review progress identify challenges and provide feedback.

Interceded between employees during arguments and diffused tense situations.

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