Learning & Development Specialist, Training & QA

Roxie Don

*******@*******.*** 662-***-**** Mesquite, TX

Professional Summary

Learning and Development Specialist with 10+ years of hands-on experience in the technical support industry, specializing in onboarding, quality assurance, project management and team management.

Professional Experience

KellyConnect

Learning and Development Specialist

December 2018 – August 2025

• Facilitated end-to-end training programs for 3,000+ new hires and transitioning employees across 150+ classes, delivering engaging onboarding experiences and ensuring consistent knowledge retention and role readiness.

• Continued development of employees in the production environment in a quality assurance capacity, conducting 120+ call evaluations per month, identifying skill gaps, collaborating with team managers and delivering targeted coaching to technical support advisors to improve performance and customer satisfaction.

• Led and managed multiple high-impact projects, including the testing and implementation of a new Learning Management System (LMS) and the design and rollout of a post-training "nesting" program for Senior Support Advisors.

• Developed and implemented comprehensive internal support documentation and training materials

—including [example]—to streamline workflows, enhance team performance, and ensure up-to-date resource accessibility.

• Partnered with operations to ensure alignment between training content and production standards, reducing performance gaps and improving KPIs.

• Drove a 20%+ reduction in new hire ramp-up time and helped decrease early attrition through data- driven improvements and learner-centered training design, enhancing onboarding efficiency and retention.

• Played a key role in company-wide COPC certification by analyzing the compliance readiness of 3,000+ employees.

• Mentored and observed junior trainers to maintain consistency and excellence in delivery standards. Remote March 2015 – August 2025

Technical Support Team Lead

September 2016 – December 2018

• Supervised a team of 20 Senior Technical Support Advisors, ensuring performance met or exceeded KPIs in areas such as customer satisfaction (90%+), resolution time (<16 minutes), and quality assurance.

• Led a high-performing, customer-focused team by delivering weekly coaching and performance feedback informed by QA and customer satisfaction metrics, while facilitating regular team meetings to align on goals, address challenges, reinforce company policies, and foster an inclusive environment where team members felt heard, valued, and supported.

• Analyzed team metrics to identify trends, implement process improvements, and drive continuous improvement in technical support delivery.

• Collaborated cross-functionally with Quality Assurance, Learning & Development, and Operations to streamline workflows and enhance the support experience. Senior Technical Support Advisor

May 2015 – September 2016

• Provided advanced technical support for escalated and complex customer issues with Apple hardware, software and services (e.g., iOS, macOS, iCloud, Apple Account, etc.) while serving as a subject matter expert and escalation point for Tier 1 advisors.

• Researched and resolved high-level technical inquiries with a focus on accuracy, efficiency, and customer satisfaction.

• Collaborated with cross-functional teams including Engineering to resolve emerging and recurring issues and improve support workflows.

• Provided mentorship and guidance to junior advisors, contributing to skill development and knowledge sharing within the team.

• Documented solutions and contributed to internal knowledge bases to enhance team efficiency and self-service capabilities.

• Consistently met or exceeded key performance metrics, including customer satisfaction (CSAT), average handle time (AHT), and first contact resolution (FCR).

• Provided feedback to training teams on support gaps identified in live environments. Technical Support Advisor

March 2015 – May 2015

• Provided front-line technical support to customers using Apple products and services, including iOS, macOS, iCloud, Apple ID, and the App Store.

• Guided customers through troubleshooting steps for hardware, software, and connectivity issues with professionalism, patience, empathy, and clarity.

• Maintained up-to-date knowledge of Apple ecosystem updates, new product releases, and support procedures to ensure accurate assistance.

• Documented customer interactions and technical solutions using internal CRM and support tools.

• Consistently met or exceeded key performance metrics, including customer satisfaction (CSAT), average handle time (AHT), and first contact resolution (FCR).

• Collaborated with peers and senior advisors to escalate complex cases and ensure timely issue resolution.

• Built foundational skills in troubleshooting, documentation, and customer experience — forming the basis for future leadership and L&D work.

Core Skills

• Onboarding & Nesting

• Training Material Development

• Remote Learning Facilitation

• Quality Assurance & Call Evaluation

• Performance Coaching & Mentoring

• Knowledge Base & Documentation

• Project Management

• Data Analysis

• Cross-Functional Collaboration

• Process Improvement in Support Environments

• Microsoft Office

• Microsoft Teams

• Salesforce

• Webex

• Photography

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