Stella-Jones

Training Specialist

Desert Financial Credit Union

Training Specialist II

WageWorks

Corporate Trainer

24-7 Intouch

Trainer

Republic Services

Endurance International Group

Migration Tech 1

Concentrix

Corporate Training and Development

Facilitated 10 New Hire classes, which produced 200 customer service agents.
-    Worked the Quality team to calibrate curriculum to ensure it aligned with current
contact drivers.
-    Developed and facilitated training for struggling athletes that focused on
acknowledgement, active listening and empathy. This resulted in a 16% gain in those
athletes CSAT scores over 3 months..     
-    Assisted in the development, deployment and implementation of new global Nike
Digital Commerce curriculum.

Nike, US Digital Commerce Lead Trainer

Launched the Nike account with a team of 18 agents.
-    Created and Facilitated the Weekly Business Review that was delivered to Concentrix
and Nike Executives.
-    Coached and developed the only E-services team that performed above ramp goals for
CSAT that were set at 75%.
-    Worked with Quality Assurance to align coaching for underperforming agents, able to
increase agent VOC by 20%
-    Participated in the Quarterly Business Review in Japan, I was in charge of
delivering data based on call center metrics and initiatives to increase CSAT and FCR.

Digital Commerce E-Services Supervisor

GoDaddy.com

Managed a team of 20 agents responsible for delivering Premium customer service
while maintaining a high RPR/CSAT/FCR.
-     Developed and delivered up-training for tenured agents that not only expanded their
consultative skills but also how to use those skills to affect their RPR/CSAT/FCR
positively. 
-     Demonstrated after 3 months ability to produce and maintain a top 5 team in
department metrics.
-    Assisted with operational control of the center for the overnight shift, responsible
for the maintenance of $250 million in sales annually, 9.1/10 CSAT scores and a FCR of
84%.

Inbound Sales and Support Supervisor

Outbound Customer Development Team
-    Managed customer accounts, tasked with maximizing the customers experience while
ensuring they had no technical issues and they were getting the most out of there on-line
investment.
-    Able to maintain the Number 1 CSAT score for the department month over month at
9.9/10.
-    Minimized customer effort by 20% month over month which increased FCR to 90%.
-    Developed and implemented contests that main goal was to increase RPR/CSAT/FCR, the
contests focused on short term goals spread across 90 days that helped the team average
14% gain across all metrics.
-     Assisted the Supervisor with coaching and development of new agents using y-cording
and live listen techniques.

Consultative Sales

Experienced Corporate Trainer with a demonstrated history of working in the human resources industry. Skilled in Coaching, Sales, Customer Relationship Management (CRM), Team Building, and Contact Centers.

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