Customer Service Learning Experience
Resume:
Angela Burns
Denver, CO • 720-***-****
Summary
Learning and Development Manager
Accomplished and goal-oriented Manager and Leadership facilitator with over 15 years of experience and demonstrated track record in delivering effective training programs and evaluating and leveraging existing content to recommend changes and enhance the effectiveness of existing curriculum.
Experienced in classroom and internet-based training for sales, customer service, and performance improvement. Skilled in needs analysis, curriculum development, and facilitation. Passionate about helping individuals and organizations reach their full potential through continuous learning and development. Proficient in leveraging technology to enhance the learning experience. Qualified in leading and managing a team of professionals to positively impact the business. Demonstrated success in building and managing key relationships across the organization to ensure leaders and employees are aligned with strategic business goals. Strong communicator and collaborator with a customer-focused approach. Dedicated to promoting a culture of learning and growth within organizations.
Areas of Expertise
•Learning Strategies & Methods
•Needs Assessment
•Employee Development
•Change & Conflict Management
•Leadership Development
•Career Pathing & E - Learning
•Business Partner Relationships
•Team Building & Consultative Sales
•ROI Measurement
•Coaching & Mentoring
•Training Facilitation & Productivity
•Performance Management
Career Experience
Comcast NBC Universal, Englewood, CO / Denver, CO 2012 – Present
National Training Manager/ Residential Contact Center Delivery/ Comcast L&D (2020 – Present)
Execute learning strategies and programs, lead a team of 14 training professionals, and assess individual and organizational development needs. Manage and schedule six Centers of Excellence (COE's) and implement various learning methods such as coaching, job-shadowing, and online training across the entire company. Support managers in developing the team members through career pathing.
Delivered e-learning courses, workshops, and other training, while evaluating the success of development plans and helping employees make the most of the learning opportunities.
Supervised training productivity and coached several trainers to manage 5+ COEs at any given time.
Established business partner relationships with the National Team to enhance employee productivity and meet company KPIs.
Senior Leadership Development Professional / West Division Lead Program (2018 – 2020)
Encouraged and supported the development of leaders by harnessing the potential and capabilities of individuals for the benefit of team culture. Cultivated a work environment that promoted empowerment and engagement, driving the development of team performance by expanding the knowledge and influence of leaders in the West Division.
Collaborated with Headquarters to define and establish leadership development programs that were subsequently disseminated to leaders within the Division and for national consumption.
Oversaw the classroom environment to ensure a high-quality learning experience for all learners, including addressing inappropriate behavior and documenting performance and developmental requirements.
Delivered the Leadership Curriculum to all management levels, up to the VP level, creating a platform for team engagement, diversity, inclusion, and positive team dynamics.
Quality Effectiveness Masterful Coach (2015 – 2018)
Analyzed call studies with our vendor partners, extracted behavioral insights, and prepared executive summaries to facilitate decision-making. Collaborated with six vendor managers and the respective sites to mentor and train front-line repair employees to enhance performance. Visited international vendor sites, coaching and mentoring facilitators and supervisors to build their skills and knowledge.
Aided Comcast vendor management in bridging cultural gaps with offshore partners to enhance performance and productivity.
Facilitated weekly calibration sessions with repair vendor sites to ensure consistency and quality of the performance standards.
Networked with Comcast vendor management to reduce cultural gaps with our offshore partners, leading to an improved customer experience and higher NPS scores.
Senior Care Trainer (2015)
Acted as a point of contact when the Care Manager was out of the office, addressing any issues or concerns that arose. Facilitated all-up training and CAP classes and was accountable for delivering training on high-profile initiatives. Managed the training calendar, ensuring that all training initiatives were delivered on time and to a high standard. Collaborated with leadership in operations, providing insights and recommendations to support business growth.
Earned certification as a Senior Trainer in April 2015, providing coaching and mentoring to peers.
Obtained certification in virtual training, leveraging the latest technologies to enhance the learning experience.
Facilitated new hire and upskill training to employees, ensuring that we met business KPIs and developed the necessary skills to deliver exceptional customer service.
Care Trainer (2012 – 2015)
Facilitated training content to build employee knowledge, skills, and abilities, using a blended learning environment that leveraged a mix of in-person and online training methods. Directed the classroom to ensure a quality learning experience, escalating any inappropriate behavioral issues to local management and HR. Collected data to demonstrate ROI to business partners, showcasing the value of our training initiatives.
Managed rosters in the LSO system, ensuring that all employees received the necessary new hire and continuation training.
Built relationships with local management, collaborating to ensure alignment with training needs and business objectives.
Facilitated new hire and upskill training to employees, ensuring that we met business KPIs and developed the necessary skills to deliver exceptional customer service.
Additional Experience as Regional Training Manager at Qwest Communications, Littleton, CO
Education
Bachelor of Science in Computer Information Systems
Regis University, Denver, CO
Affiliations
Member of Association for Talent Development
Training
360 Feedback training
Insights training
Know Your Own Strengths training
Consultative Sales training
Management and Leadership training
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