Learning & Development

Suzette W. Holmes

LEARNING & DEVELOPMENT • SALES ENABLEMENT • A1 TRAINING

Atlanta, GA 678-***-**** **************@*****.***

linkedin.com/in.•'suzettewholmes

Learning and Development leader with 20+ years of experience developing and delivering workforce training across multiple

industries. Proven record of improving employee proficiency, strengthening sales performance, increasing customer

retention, and building high-performing teams. Experience spans large-scale learning initiatives, technology training, and

performance coaching, as well as Al training that helps professionals apply Al in the workplace and develop Al-supported

workflows for greater efficiency and better decision-making.

AREAS OF EXPERTISE

Instructional Design

Adult Learning Principles

Talent Development

Change Management

Prompt Engineering

Needs Assessment

Sales Training

Customer Service

Excellence

SELECTED CAREER ACHIEVEMENTS

Learning & Development / AI Training

• Created Al training content for Travel Agent Forum, ASTA(American Society of Travel Advisors) and Women Leading Travel,

including a resource to help participants begin creating Al-supported workflows.

• Delivered 1,400+ hours of instructor-led training for a healthcare product launch, reducing new-hire proficiency time from 12

to 8 weeks while maintaining a 100% service rate.

• Implemented a Train-the-Trainer program that improved on-the-job coaching effectiveness by 25%.

Supported enterprise training for employees during the Cingular Wireless and AT&T Wireless merger through a

consulting engagement.

Sales Enablement & Customer Experience

Led sales training for call center teams, using performance coaching and targeted skill development to strengthen sales

execution and customer interactions.

Aligned new-hire training with 30-60-90-day performance requirements, increasing sales-agent productivity by and

overall performance by 20%.

Designed a companywide customer retention and sales program that reduced customer attrition from more than 40%

to 15%.

Achieved more than Sl million in ticket sales, becoming the first part-time Delta Air Lines employee in company history to

reach that milestone.

Leadership & Team Development

Partnered with leaders and employees to address performance gaps, reinforce expectations, and support

employee development.

Led a team of 102 Flight Attendants through performance coaching, quality reviews, feedback, and employee development.

• Managed Hilton Worldwide PBX Call Center operations, employee training, call-quality coaching, workforce planning, and a

$70K departmental budget during a period of 62% revenue growth.

• Manage a travel business serving 200* active travelers with 1-3 group departures annually.

PROFESSIONAL EXPERIENCE

White Consulting Solutions

Independent Training Consultant

2023-present; 2008-2014

Selected clients: Home Depot, Cingular Wireless, AT&T, WellPoint, Anthem Blue Cross Blue Shield, Walmart, pwC, Verizon,

and Kimberly-Clark.

Delta Air Lines

Flight Attendant

Field Service Manager

Customer Experience Specialist

PlumChoice Online PC Service

Call Center Sales Training Manager (Consultant)

Sophisticated Travel LLC

Certified Travel Consultant

ADDITIONAL RELEVANT EXPERIENCE

Auto Auction Services Corporation

Software Training Account Manager

Hilton Hotels Corporation

Communications Manager

EDUCATION

Master of Arts, Organizational Management

University of Phoenix

Bachelor of Arts, Political Science

university ot Georgia

TECHNICAL SKILLS

2018-2022; 2023-present

2022-2023

2014-2018

2008-2012

2007-Present

2006-2007

2004-2005

CERTIFICATIONS

Certified Trainer, ASTD

• Certified Al Specialist, The Next Right Step

Collective, LLC

Certificate in Diversity, Equity & Inclusion in the

Workplace, University of South Florida

• Al Certified Consultant

• Certified Travel Consultant

• Generative Al 8 Prompt Engineering

Microsoft 365(Word, Excel, PowerPoint, Teams, SharePoint). ChatGPT. Microsoft Copilot • Zoom . WebEx Proprietary Learning Management Systems (LMS)

Contact this candidate