Training and Development Manager

PROFILE

A multi-faceted, results-focused professional with distinguished experience leading people, processes and systems to drive change throughout diverse organizations. Ability to build consensus and improve communications across multi-level organizations, providing the tools and resources to maximize potential and drive operational excellence. A committed leader able to build and motivate teams to exceed expectations; excel in dynamic fast-paced environments. EXPERIENCE

GENERAL MANAGER, PLAY IT AGAIN SPORTS; BEND, OR - 2023-2025

• Provide hands-on leadership for all store operations, ensuring smooth daily execution across sales, inventory management and customer service

• Hired, trained and mentored a team of employees, fostering a positive, accountable work environment focused on teamwork, development and operational excellence.

• Implemented store policies, procedures and best practices to ensure consistency, compliance and high-quality customer experiences

• Lead by example on the sales floor, support staff with daily coaching, conflict resolution and problem-solving to uphold the highest service standards

• Cultivated a motivating and engaging team environment that consistently meets or exceeds operational and financial targets

SALES AND SOCIAL MEDIA SPECIALIST, ARCLIGHT DYNAMICS; BEND, OR - 2021-2023

• Managed multiple Social Media accounts with balanced customer interactions, along with weekly content calendar to grow brand recognition and influence across the US

• Inter-department work and communication to create cohesive workflow from initial customer contact to completed purchase and training

• Reworked and implemented New Customer Training for the Sales Team creating greater transfer of knowledge and efficiency

SALES MANAGER, WAYFAIR; SPRINGFIELD, OR — 2019-2020

• Maintained focus through multiple organizational changes to achieve 25% revenue growth over 6 months with a team of inexperienced Sales Agents

• Built relationships across the organization to ensure cohesive workflow across nationwide centers that ensured exponential organizational knowledge growth

• Focused on hiring top notch sales candidates through weekly hiring fairs and open houses CONTACT CENTER SUPERVISOR, NAVIS; BEND, OR — 2014-2018

• Developed and implemented multiple continuous improvement plans, fostering a customer-focused environment to drive results generating a 30% YOY growth rate

• Facilitated training and development programs for team members; implemented strategic sales techniques, creating solutions in the form of products and services to achieve top sales performance of $1.2M in 18 months

• Partnered with HR team to design training programs aimed at building leadership competencies in Supervisors and Senior Agent Teams; increased Leadership’s emotional intelligence and boosted agent productivity by 25% PERFORMANCE ENHANCEMENT COACH, FISERV; HICKORY, NC — 2012-2014

• Leveraged passion for growing and developing people and emboldening customers to become product experts to cross- sell financial service solutions; consistently exceeded corporate goals and metrics in multiple departments A DEDICATED COACHING, PERFORMANCE AND DEVELOPMENT PEOPLE MANAGER Aaron Olson

62724 LARKVIEW RD BEND, OR 97701 541-***-**** ***********@******.***

• Delivered a 30% increase in performance, elevating morale and reducing attrition by 15% through behavioral based coaching models with Leadership Team

• Designed innovative training programs, utilizing expertise in all phases of instructional design practice encompassing instructional technology, learning delivery, and measurement and evaluation procedures SKILLS

REFERENCES - AVAILABLE UPON REQUEST

• Strategic Planning and Analysis

• Customer Relationship Management

• Management / Team Leadership

• Coaching and Mentoring

• Learning and Development Operations

• Program Management / Development

• Continuous Improvement

• Sales Management

• ADDIE Model of Instructional Design

• Hiring and Interviewing

• Project Management

• Workforce Management

• Employee Engagement / Retention

• Call Center Management / Contact Centers

• Performance Management

• Change Management / Process Optimization

• Organizational Development

• Excellent Communication (Written / Oral)

• Google Suite, Microsoft Office and Workday

• Social Media platforms and metrics

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