Quality Assurance Training Specialist

GINNY PAIANO

Greater Phoenix Area 602-***-**** ***********@*****.***

OBJECTIVE:

Dedicated and motivated leader in search of a challenging role that demands exceptional leadership prowess. Adept at harnessing robust creative problem-solving skills and proficient management abilities to optimize organizational resources. Committed to leveraging my extensive expertise in training and management to foster employee success, thereby making a substantial contribution to the company's growth and accomplishments.

SKILLS & ABILITIES:

– Demonstrated ability to quickly learn and apply new ideas, seamlessly integrating them into a workflow.

– Dedicated and self-motivated team player, committed to going the extra mile to achieve objectives.

– Exceptional multitasking skills, adept at efficiently navigating multiple applications while maintaining a focus on quality.

– Strong analytical and problem-solving capabilities, consistently delivering effective solutions.

– Strategic thinker with the capacity to set and achieve goals in alignment with organizational objectives.

– Highly detail-oriented and organized, ensuring precision in all tasks undertaken.

– Possesses a unique ability to effectively train others, facilitating knowledge transfer and skill development.

– Adaptable, open-minded, and flexible, capable of thriving in diverse situations.

– Maintains initiative and excels in high-stress environments, staying composed under pressure.

– Goal-driven and results-oriented, consistently striving for excellence.

– Exhibits sound judgment, commitment, and resourcefulness in overcoming challenges.

– Effective verbal and written communication skills, enabling seamless information exchange. EXPERIENCE:

Training Specialist ONE Company 01/2024 – Current Scottsdale, AZ

– Led comprehensive training programs for ONE Cruise and Resort sales, ensuring seamless integration into the workforce.

– Developed and implemented training policies, facilitating the transition from training to active roles by ensuring a solid understanding of company protocols and procedures.

– Partnered with management to address performance, behavior, and accomplishments during on-the-job training (OJT), ensuring continuous feedback and improvement.

– Provided on-the-job training, coaching, and feedback, collaborating closely with the Quality Assurance team to drive new hires' skill development and readiness for permanent assignments.

– Contributed to the development, verification, and maintenance of Standard Operating Procedures (SOPs) for training, ensuring all documentation remained current and precise. Training Specialist, Arrivia 04/2022 – 01/2024

Scottsdale, AZ

– Conducted comprehensive training sessions for new hires in Commercial and Retail Cruise and Resort sales.

– Implemented and administered company policies and procedures for new hires, ensuring a smooth transition to their roles on the floor.

– Collaborated with management to stay informed about performance and behavior issues, as well as outstanding achievements during on-the-job training (OJT).

– Delivered on-the-job training, coaching, and feedback in collaboration with the Quality Assurance team, fostering continuous improvement among new hires as they prepared to join their permanent teams.

– Generated and presented metrics and various data to the leadership team responsible for overseeing the new hires.

– Managed attendance reporting for all trainees, diligently updating the attendance site, and communicating with HR as needed.

– Supported the creation and verification of SOPs for training, meticulously maintaining these records to ensure accuracy and currency.

CXC Elite Travel Team Lead, Arrivia 12/2021- 04/2022 Scottsdale, AZ

– Contributed to the achievement of team service and operational objectives through proactive support.

– Ensured adherence to company policies and procedures while covering the floor, maintaining accountability for implementation and administration.

– Promptly communicated performance or behavioral issues to management when they fell short of company standards.

– Successfully resolved escalated customer issues, adhering to the company's resolution policy.

– Proactively identified opportunities for process and operational improvements to enhance goal attainment.

– Generated and presented metrics and various data for representatives assigned to each team.

– Provided valuable assistance to Supervisor Staff in the daily operation of the department as required.

Commercial Travel Agent, Arrivia 07/2021 – 12/2021 Scottsdale, AZ

– Effectively managed inbound calls from commercial and membership-based customers, aiding with new travel fulfillment and addressing existing booking issues and requests.

– Demonstrated proficiency in Global Distribution System (GDS), creating Standard Operating Procedures (SOPs) to aid team members with valuable insights and efficient processes for those recently trained in Sabre.

– Assisted the team in chat, addressing inquiries related to account issues and keeping the team updated with relevant information.

– Displayed a commitment to continuous learning, actively seeking knowledge and skills for personal growth, with the aim of better serving both customers and teammates. Direct Sales Consultant, Viking Cruises 10/2020 – 07/2021 Tempe, AZ

– Handle inbound sales calls from prospective passengers to identify their needs, provide a solution, sell the Viking Cruises benefits, and complete the reservation booking process. Manage my book of business and stay up to date on all current travel rules and restrictions.

Sales Specialist, The Results Companies 07/2020 – 10/2020 Phoenix, AZ

– Assisting customers with Xfinity home security sales. As well as servicing our customers with quality customer service and guidance to find the best options for their needs. Seeking Employment, COVID Layoff 05/2020 – 07/2020 Greater Phoenix, AZ

– Layoff due to COVID

– Actively seeking open positions

Travel Specialist, Apple Leisure Group 12/2019 – 05/2020 Phoenix, AZ

– Handle incoming calls potential clients seeking All-Inclusive vacations in the Caribbean and Mexico.

– Responsible for dual clientele Apple Vacations and Cheap Caribbean clients.

– Determined customer needs and provided world-class service to leisure, family vacations, honeymoon, and anniversary travel.

Supervisor, Bridge2 Solutions 06/2015 – 12/2019

Scottsdale, AZ

– Responsible for developing and coaching a team of customer service and leisure travel agents in a call center environment.

– Helping agents understand their goals to ensure they are providing great customer service while driving revenue.

– Monitoring KPI levels to assist the workforce manager to maintain coverage and adherence for entire call center floor.

– Monitoring agents' calls for feedback and coaching opportunities throughout the call center floor.

– Responsible for ongoing training and coaching sessions. Create and facilitate travel training fulfillment for both new hires as well as industry updates and uptraining sessions.

– Managing the help desk/GDS queue with cancel, change, and refund requests from clients and vendors when the help desk team is not available.

– Responsible for handling vendor and client escalations and creating customer service inquiries in efforts to find resolutions to any customer service issues.

– Overseeing all recruiting, scheduling interviews, interviewing, and making offers to potential candidates.

– Overseeing the events team by organizing and managing company events, tracking expenses, delegating duties to team members for team building and uplifting company morale.

Travel Processing Specialist, AAA Arizona 06/2013 – 05/2015 Phoenix, AZ

– Primary support for front line travel agents processing paper tickets, cruise documents, PNR creation, invoicing, and QA.

– Fluent in Apollo GDS systems; creation of PNR's, queue creation and management, reading PNR history for errors, etc.

– Responsible for booking corporate travel for the executive management team and employees traveling on business.

– Answering help desk calls from front line travel agents in need of procedural or technical travel assistance and review.

– PNR research for accounting and invoicing errors to find a resolution for travel agents to reconcile the issue.

– Assisting travel operations with new travel booking tool testing and training. World Leisure Travel Agent, AAA Arizona 08/2006 – 05/2013 Phoenix, AZ

– Responsible for meeting and exceeding sales goals for leisure travel, cross business lead generation, and managing my book of business.

– Supporting department and club marketing efforts to attain these goals.

– Maintain knowledge of and utilize available resources to enhance travel plans and provide a memorable member experience.

– Responsible for resolution of client/vendor concerns.

– Continuously updating and expanding industry knowledge leading to certifications. COMMUNICATION:

– I have created and facilitated several presentations and training courses in a classroom setting.

– Work well with others in ways of mentoring, improvement plan deliverance, as well as difficult conversations to improve workplace behaviors, habits, and performance. LEADERSHIP:

– I am a leader by nature. I love working with others to help them achieve their career goals. I always lead by example to show my team that anyone has what it takes to be successful. I am organized and strategize with my peers to create value in the work that we do.

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