Operations & Training Program Manager

CAREER OBJECTIVE

Optimize resources. Management teams work to use resources

effectively to provide the most output possible

Refer to defined steps, processes, and actions that managers can take to improve their chances of attaining company goals. 713-***-****

*********@*****.***

Missouri City, TX. 77489

EXPERIENCE

Account Team Manager

AUG 2022 - PRESENT Sutherland Global, Houston, Texas Maintained confidentiality of sensitive employee information according to legal regulations. Successfully completed complex projects on time while maintaining high-quality standards, showcasing strong project management abilities.

Successfully managed a team of 8 account representatives, ensuring all customer service goals were met and exceeded.

Monitored daily operations within the department to identify potential problems or areas for improvement.

Ensured compliance with industry regulations through regular audits and assessments. Delegated tasks, freeing up time to focus on higher-value activities. Recruited qualified personnel by conducting interviews and evaluating resumes effectively, attesting to strong recruitment expertise.

Handled sensitive employee information in accordance with privacy regulations. Generated reports on payroll data to ensure accuracy of information. Training Specialist

JAN 2021 - AUG 2022 Training CDC VAX, US

Delivered presentations on new concepts or processes at company conferences or events. Managed the scheduling of classes based on available resources while adhering to budgetary constraints.

Coordinated virtual meetings with remote employees using web conferencing technologies such as Zoom or Skype.

Conduct, plan, and coordinate training to a variety of audiences Essential Duties and Responsibilities: - Support the design, development, and distribution of training programs and materials

Coordinate logistics for instruction events, including scheduling classes, reserving classrooms, and preparing workstations

Determine resource readiness for courses, including materials, training room, technology, and collection and entry of training data

Maintain records of training activities, participant progress, and program effectiveness Provide production floor support and answer questions. CARLA SHAW

Account Manager Coordinator

JAN 2009 - JAN 2021 CIBT Inc, Houston, TX

Committed to delivering excellent customer service while working in a fast-paced environment. Sought out prospective clients by establishing rapport, upselling products, and building a loyal clientele Assisted clients in understanding company products for their international travel needs by providing education, guidance, and training

Scheduled meetings with clients' onsite nationwide to sustain continued business relationship by addressing needs, concerns, and complaints

Conducted webinar training to travel agencies nationwide for the processing of visas and passport documentation requirements and processing time

Managed approximately 50 high profile accounts with discretion and diplomacy. Met deadlines while maintaining high-quality deliverables. Customer Service/ Team Lead

JAN 2000 - JAN 2021 CIBT Inc, Houston, TX

Served as a member of the Emergency Response Team responsible for handling high risk or emergency situations: aircraft accident, serious incident, inflight emergency, ground incident, security incident, or any other type of emergency

Rebooked passengers on late arrivals by meeting customer satisfaction without compromising company guidelines.

Planned route based on details by customer and computer ticket cost Addressed passengers' concerns: domestic/international travel, regarding seating, connect flight information, and special assistance

Assisted Elite Members group consisting of CEOs, athletes, and other high-profile clients with high level of professional support

Handled transactions in a timely manner over sales, delays, cancelled flights and any issue related to lost/damaged luggage

Resolved customer request, questions, and complaints frequently requiring analysis of situation to determine best use of resources

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