Training & Development Specialist with Impactful Facilitation

SHATYA MUMPHREY

Greenville, North Carolina 801-***-**** **********@******.***

PROFESSIONAL SUMMARY

Purposeful Training & Development Professional with experience designing and delivering high- impact training programs in both retail and contact center environments. Proven ability to improve employee performance, accelerate onboarding, and enhance customer experience through strategic facilitation, coaching, and instructional design. I am skilled in virtual and in-person training delivery, curriculum development, and performance analysis. CORE SKILLS

• Instructional Design & Curriculum Development

• Virtual & In-Person Facilitation

• LMS & Training Content Creation

• Performance Coaching & Call Calibration

• Needs Analysis & Training Evaluation

• Sales Training & Customer Experience

• Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)

• CRM (Salesforce, Outreach)

• Sales Prospecting &

PROFESSIONAL EXPERIENCE

Victra (Verizon Authorized Retailer) – Contact Center Trainer (June 2024 – Present)

• Facilitate onboarding and ongoing training for 50+ employees, improving sales performance, product knowledge, and customer experience outcomes.

• Design and develop training materials, job aids, and visual content aligned with business goals and revenue targets.

• Partner with leadership to implement coaching strategies and role-play exercises that improve closing rates and employee confidence.

• Evaluate training effectiveness through performance data and feedback, recommending improvements to increase impact.

• Deliver both in-person and virtual training sessions to support geographically dispersed teams.

Victra – Business Account Manager (May 2023 – June 2024)

• Exceeded monthly sales targets through strategic prospecting, pipeline management, and relationship building.

• Developed and delivered consultative sales solutions tailored to business client needs.

• Trained retail staff in business sales processes, increasing team confidence and revenue performance.

• Supported onboarding and coaching efforts for new team members.

• CRM funnel management through Salesforce and Outreach ADP – Payroll Solutions Specialist I (Jan 2022 – May 2023)

• Managed end-to-end payroll processing for multiple client accounts, ensuring accuracy and compliance.

• Functioned as a trusted advisor to clients, resolving payroll issues and providing detailed reporting.

• Improved client satisfaction through initiative-taking communication and issue resolution

• CRM client requests and tickets through Salesforce Bohme LLC – Payroll Specialist (July 2021 – Dec 2021)

• Processed payroll transactions including new hires, terminations, and time adjustments with high accuracy

• Partnered with HR and Accounting to ensure compliance and reporting accuracy. Verizon Wireless – Acting Supervisor / Coordinator (Nov 2018 – July 2021)

• Led floor support operations, handling escalations, and guiding representatives through complex customer scenarios.

• Delivered live coaching, training sessions, and performance improvement plans.

• Created performance reports and training materials to support leadership decisions.

• Improved team productivity through targeted coaching and development initiatives EDUCATION

Strayer University – Bachelor of Business Administration, Management (Coursework Completed)

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