TRACY JORDAN

Belton, South Carolina ***** 864-***-****

adz3v4@r.postjobfree.com https://www.linkedin.com/in/therealtracyjordan/

SUMMARY

A resourceful and highly motivated corporate trainer specializing in the educational services sector, with a strong background in instructional design, project management, employee training, onboarding services, and course development. Excels at developing coursework for various computer systems, designing instructional material, and testing software. Emphasizes engagement and accuracy to best support and empower high-performance professional staff. Proven success in forging lasting, highly collaborative relationships with staff and management to provide training to fully maximize output and enhance customer satisfaction.

Content Management Quality Assurance Payroll Integrity

Organizational Design Performance Management Process Optimization

Metrics-Analytics Staff Coaching Systems Management Feedback and Evaluations

EXPERIENCE

ANTHOLOGY, Reston, Virginia (Remote)

Student Services Trainer, 2022-2023

Trained onboarding advisors for K12-Stride’s enrollment and customer care and technical support teams.

Facilitated all onboarding orientation, technical set-up of equipment, payroll integrity, course content and scheduling, nesting and quality assurance for classes consisting of 35 to 70 trainees during each two-week course.

Instructed on internal systems as well as Salesforce, Oracle Fusion, Five9 Softphone, Aspect WFM, and K12’s online school and order management systems.

Designed and created self-guided coursework for various lines of business for instructional design team using Articulate 360.

Assisted in revamping and creation of new instructional content for K12-Stride line of business training material for their enrollment and customer care and technical support advisors.

Renovated existing training content for school-specific advisor teams as well as implementing successful implementation of shorter, more economic training periods for core areas.

Assisted in screening and interviewing new hires for employment.

ANTHOLOGY (f/k/a BLACKBOARD), Reston, Virginia (Remote)

Level II Interim Supervisor (K12 Enrollment), Summer, 2021

Performed interim management duties during busy rush season.

Managed team help channels, moderated daily team huddles, posted hourly statistics, worked with individual agents one-on-one with coaching, created scrub lists, and completed other duties as required.

ANTHOLOGY (f/k/a BLACKBOARD), Reston, Virginia (Remote)

Enrollment Advisor (K12 Enrollment), 2020-2021

Acted as front-line superuser for K12 enrollment line of business.

Facilitated consistently high quality assurance evaluations and management feedback.

Rewarded for performance and attendance during fall peak time.

Adhered to performance goals of company with regards to attendance and quality of work.

Maintained statistical averages for dispositions, idle, handling, hold and task work time to exceed daily requirements.

Called upon regularly to assist with help channels and shadowing for training (both live and recorded).

Named agent of week in April 2021. Honored with Top Advisor Award for K12 enrollment in 2021.

CROSSMARK, Lewisville, Texas (Remote)

Merchandiser, 2011-2020

Facilitated merchandising for large grocery, pharmacy, and department store chains.

Reset planograms and packed out stock.

Fielded surveys and managed pricing.

Completed other duties as required.

ADDITIONAL EXPERIENCE

THE VICTORIA TEA ROOM, Anderson, South Carolina, Owner-Manager, 2008-2011. Owned and operated small, unique restaurant in newly-revived downtown area of Anderson, South Carolina. Designed construct and layout of shop and created all peripherals (point of sale, advertising, and promotional) as well as original concept. Performed all aspects of management and general operations, including bookkeeping, ordering stock, décor, food preparation, cleaning, supervision of staff, waitressing, and all DHEC and government regulations. Featured in local newspapers as point of interest. Wrote and published accompanying cookbook, “Brits and Grits, The Victoria Tea Room Cookbook and Almanac.” Received several recommendations from local and regional food writers.

HOMEBASE, Wallington, UK, Personal Assistant and Office Secretary, 2000-2008. Provided administrative and HR support for information services department of national home improvement and DIY chain in United Kingdom. Fostered and provided secretarial support for manager of department. Kept updated diary, arranged meetings, oversaw travel, managed training, maintained expenses, controlled office supplies, managed human resources (i.e., holiday, sick leave, timesheets, and payroll), created and administered purchase orders, arranged and coordinated team building events.

From 1984-2000:

Office Secretary, Greenville Housing Authority, Greenville, SC 1996-1999; Personal Assistant, Michael Broome (Public Speaker), Charlotte, NC, 1995-1996; Cashier, American Leprosy Missions, Greenville, SC 1992-1993; Procurement/Training Specialist, Fluor Daniel, Greenville, SC 1989-1992; Office Secretary, Anderson County Magistrate’s Office, Anderson, SC 1988-1989; Technical Typist, Clemson University, Clemson, SC 1987-1988; Public School Teacher – Music/Geography, Piedmont, SC and Elgin, Oklahoma 1984-1987

EDUCATION

WINTHROP UNIVERSITY, Rock Hill, South Carolina, B.M.E., Music Education, 1984

COMPUTER SKILLS

Articulate 360, Salesforce, Five9, Avaya, CTSuite, Oracle Fusion, SmartView, Office365, MS Office Suite, Aspect WFM, Camtasia

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