Training & Development Leader withImpactful Results

Damon Meyers

Knoxville, TN ***** 605-***-**** *****.**********@*****.*** linkedin.com/in/damon-meyers/ SUMMARY

Manager, Supervisor, and Training Professional with a proven track record in enhancing staff development and optimizing processes to boost productivity. Demonstrates expertise in logistics planning, risk management, and cross- functional collaboration, with significant achievements in increasing customer satisfaction and reducing churn rates. Committed to leveraging skills in data analysis and communication to drive impactful results in dynamic environments. SKILLS

Generative AI Tools Change management

E-Learning strategies Training delivery

Onboarding programs Power BI

Career Development Learning management systems

Employee Engagement Leadership training

Virtual training Coaching and mentoring

WORK EXPERIENCE

Globus – Remote Work 09/2023 - Present

Training and Development Manager

Evaluated program effectiveness using key performance indicators, driving continuous improvement efforts in curriculum design and delivery methods.

Boosted employee satisfaction scores by regularly reviewing and updating existing courses to maintain relevance in evolving marketplace.

Cultivated strong relationships with external vendors and stakeholders to secure valuable resources for ongoing professional development opportunities.

Developed and implemented Leadership Training, helping with supervisor feedback sessions and cross- departmental synergy.

Facilitated change management processes during organizational transitions, providing support through targeted training interventions for affected employees.

Evaluated training effectiveness using metrics, leading to targeted improvements and enhanced employee performance.

Leveraged e-learning platforms to deliver remote training options for geographically dispersed employees, increasing accessibility and flexibility in learning opportunities.

Coordinated with subject matter experts to create targeted workshops, aligning training initiatives with strategic objectives and fostering team engagement.

NICE CXone – Remote Work 03/2022 - 09/2023

Technical Account Manager II

Led cross-functional teams to deliver customized solutions that exceeded client expectations.

Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.

Developed and executed solutions to customer needs and drivers through hands-on engagement.

Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.

Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.

Developed tailored training programs for clients, maximizing their use of NICE CXone solutions and driving measurable improvements in operational efficiency. Tek-Experts – Colorado Springs, CO 06/2019 - 03/2022 SaaS Team Manager

Led M365 team launch, enhancing cross-departmental collaboration and customer issue resolution.

Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.

Increased employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.

Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.

Utilized Power BI to create comprehensive KPI reports, enabling data-driven decisions and measurable improvements in team performance.

WOW! – Colorado Springs, CO 09/2016 - 06/2019

Customer Care Operations Manager (2018 - 2019)

Organized quarterly town hall meetings to foster open communication among employees about company updates.

Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.

Improved customer satisfaction ratings by implementing new training programs for staff.

Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.

Conducted regular audits of internal processes to maintain compliance with regulatory requirements.

Streamlined operations processes for increased efficiency and enhanced customer experiences.

Worked with our BPO to ensure goals were met and develop plans for improvement.

Increased NPS from 6.5 to 7.6 by implementing effective customer feedback systems. Learning Supervisor (2017)

Streamlined the onboarding process by creating interactive orientation materials that efficiently familiarized new hires with company culture and expectations.

Implemented an effective mentoring program, matching experienced employees with new hires to provide guidance and support during their initial months at the company.

Conducted regular evaluations of training effectiveness through surveys, assessments, and feedback sessions, adjusting content as needed to maintain relevance.

Cultivated a positive learning environment that fostered collaboration, active participation, and open exchange of ideas among employees at all levels of the organization. Learning Specialist (2016)

Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.

Created visual aids, equipment, and classroom displays to support lesson delivery.

Documented new hires behaviors, interventions, and outcomes to enable floor supervisors to address pertinent issues.

Maintained inclusive learning environment to enable new hires to gain maximum benefit from lessons.

Utilized data-driven instruction to identify areas of improvement and adjusted teaching strategies accordingly to enhance outcome.

Yes Energy Management – Colorado Springs, CO 01/2015 - 09/2016 Corporate Trainer

Developed effective training manuals, modules, and teaching aids.

Evaluated employee performance and provided actionable feedback for improvement, leading to higher overall success rates.

Developed training programs to meet company objectives.

Supported company growth by designing tarted training programs for new hires.

Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.

Increased overall job satisfaction through the delivery of personalized career coaching sessions. WOW! – Colorado Springs, CO Sioux Falls, SD 05/2004 - 12/2014 Supervisor (2014) Business Trainer II (2013) Residential Trainer II (2004-2013)

Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

Applied strong leadership talents and problem-solving skills to maintain team efficiency.

Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.

Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.

Transformed Knology intranet site to WOW! platform, improving internal communication.

Developed and implemented Outbound Sales B2B training and certifications.

Evaluated other trainers for consistency and company knowledge.

Created certification tests to ensure material is retained and preparation for release to production floor. CERTIFICATIONS

Lean Six Sigma – 2024

#trailblazers – 2020

17 Essential Qualities for a Team Player – 2019

Change Management – 2019

Udemy Business Writing for Busy People – 2018

ATD Training Certification – 2016

Story Theater – 2011

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