Sr Lead L&D, Supervisor
Resume:
ROBERT SAGE
904-***-**** Jacksonville, FL *****
Summary-
Adaptable and positive corporate trainer and facilitator with demonstrated experience creating and delivering impactful content that improves the knowledge of new hires and existing employees alike. Skilled at collaborating with business leaders to understand training gaps and developing courses and programs to fill them. Possesses a dynamic facilitation style that engages and challenges learners leading to improved employee performance and high customer scores.
Skills-
Training and Development Salesforce Experience Training
Content Creation Design and Develop Training Materials
Project Management Developed Curriculum
Facilitation Delivered Live Training to 50+ Agents (BPO)
Employee Coaching Customer Service
Process Improvement Strategic Planning
Career Experience-
Mutual of Omaha, Omaha, Nebraska (Remote) 2024-2025
Senior Learning and Development Specialist
Facilitated Health new hire and existing employee training courses around Medicare Supplement Call Center practices with company’s technology. 100% passing rate on new hires final assessment scores of 80 and above. Use Salesforce to keep clients and agents up to date on their accounts. Created Content in PowerPoint, Excel, and Word.
. Added facilitation and participant guides to existing Health trainings.
. Created Graduation PowerPoint and recognition certificates for new hires and GAP training agents.
. Created the Crisis call PowerPoint for existing agents and new hires to learn how to properly respond in an emergency call.
One Call, Jacksonville, FL 2018 – 2023
Senior Training and Development Specialist
Facilitated new hire and existing employee training courses in group settings of up to 140 trainees both domestically and internationally around BPO call center best practices and the utilization of technology. Mentored and coached individuals in 1:1 setting to further develop skills. Created content in PowerPoint, Excel, and Word.
Key Accomplishments:
•Completely modernized all curriculum for 6 products including the development of PowerPoints, exams, and facilitator guides.
•Refreshed new hire training course with more engaging content around company history, benefits, products, and HR practices.
•Implemented knowledge checks throughout the curriculum to gauge employee learning.
•Maintained a 100% passing rate across multiple classes for 2021.
•Trained over 1,000 agents across entirety of tenure.
•Selected for multiple internal committees including Mosaic Steering Committee for LGBTQA+, Action Avengers for HR, and leading New Hire Orientation Committee.
•Collaborated with CEO and CPO to be part of a meet and greet session for new hires during orientation.
•Developed and facilitated Microsoft Teams training to further drive communication between team members and business units.
Tulsa Welding School, Jacksonville, FL 2018 – 2018
Career Services Advisor and Student Outreach Representative
Mentored and monitored students through various welding, electrical, and HVAC programs including placement of graduates with local businesses, counseling on careers, writing resumes, and conducting mock interviews.
Key Accomplishments:
•Bolstered underperforming student placement numbers to over 80% placements across 3 programs.
•Local and national businesses have hosted to increase student visibility to hiring managers.
Allstate, Jacksonville, FL 2016 – 2017
Research Analyst
Contracted to perform research analysis for coverages for policy holders, agents, and groups. Determined and managed the need for case audits, reinstatements, refunds, and coverage discrepancy.
Key Accomplishments:
•Identified refunds for 250 customers after finding repeated overcharges on accounts.
•Research Individual and Group policies for discrepancies. Worked in Excel to create spreadsheets to track.
AG1 Financial, Jacksonville, FL 2014 – 2016 Financial Consultant
Prepared individual and business tax returns and managed finances. Analyzed markets to identify areas of opportunity for clients. Collaborated with CPAs, tax attorneys, and financial planners to deliver outstanding customer experience.
Key Accomplishments:
•Determined solutions to bolster customer tax refunds.
Sage Dry Cleaners, Jacksonville, FL 2004 – 2016
General Manager
Oversaw all operations of family dry-cleaning including garment acceptance, prioritization, cleaning, pressing, sorting, and bagging. Orchestrated public relations, delivered on quality control, and managed finances including bookkeeping, payroll, supervision of up to 20 staff members, and employee relations.
Key Accomplishments:
•Built a customer base through outstanding customer service and referrals.
•Gas costs have reduced after eliminating 2-day delivery.
•Implemented work/release program for high school students to gain course credit.
•Developed training programs for all operations in the facility.
Education and Credentials
Bachelor of Arts, Education
University of North Florida
Associate of Arts
Florida Community College
Certification, Life Coach, Life Coach Institute of Orange County
White Belt Lean Six Sigma
Technical Skills
Microsoft Office including Word, Excel, PowerPoint, and Teams
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