OLIPOP PBC

Sales Coordinator

Fortimize

Led the creation, design, branding, and launch of LIGHT a comprehensive learning and development training program, overseeing implementation and widespread adoption.
Created a dynamic and evolving training curriculum focused on skilling up various employee roles, drive and support company goals, and foster a diverse and inclusive company culture.
Expertly facilitated engaging virtual training sessions, optimizing learning experiences through technology.
Incorporated Kolbe assessments to identify and leverage team strengths, enhancing productivity and performance.
Collaborated closely with Director of HR and Subject Matter Experts to align trainings with organizational objectives.
Developed and curated a Micro-Learning Program to address skill gaps and promote upskilling amongst employees.
Represented Fortimize as a thought leader in Learning & Development (L&D) solutions and best practices.
Assessed and influenced organizational culture to align with company values, fostering a positive and inclusive work environment.

Organizational Development Specialist

Business Operations Analyst

GT's Living Foods

Expertly managed a portfolio of 18 key customer accounts, across 68 locations, in the beverage sector across the US and Canada. 
Supported the largest company promotion, ensuring flawless execution, and customer satisfaction. 
Efficiently managed 200+ weekly orders with a focus on accuracy, efficiency, and deadlines. 
Effectively resolved customer escalations with swiftness to ensure complete satisfaction and driving customer loyalty. 
Collaborated with Sales team to identify upselling opportunities, contributing to revenue growth. 
Demonstrated expertise in beverage products, providing comprehensive client information. 
Maintained meticulous account records, including order history and communication logs.

Account Manager

AT&T

Analyzed customer feedback to enhance the overall customer experience, driving consistent communication amongst key stakeholders. 
Identified and resolved call center process inefficiencies through cross-departmental collaboration. 
Facilitated project alignment by ensuring effective communication between teams and departments. 
Defined project objectives, scope, and deliverables in collaboration with key stakeholders. 
Measured completed project impact on call center performance and customer satisfaction.

Sr. Project Analyst

Created, implemented, and managed a comprehensive Learning & Development Career Aspirations Program. 
Led a team of 12 across three states, supporting an offshore call center and driving consistent communication amongst key stakeholders. 
Established and maintained Quality Assurance Program to ensure understanding and accountability to policy adherence and customer satisfaction.
Drove open communication and collaboration amongst cross-functional teams for gap identification and team optimization. 
Oversaw the rollout of training initiatives ensuring alignment with organizational goals.
Managed the delivery of training content in line with company objectives. 
Coached and provided resources to Team Managers for effective career development discussions.

Manager, Quality and Learning & Development

Led a high-performing customer service team in a union environment, focusing on key quality metrics and regularly updating team members. 
Conducted regular team evaluations and provided coaching and feedback for growth and development.
Promoted a customer-centric culture, emphasizing empathy, inclusiveness, and professionalism.
Assisted direct reports in resolving complex customer issues and escalations, providing resolution for customer satisfaction.
Assisted employees in troubleshooting and navigating systems with a focus on complex transactions.

Customer Service Team Manager

I am an experienced leader with over 20 years of program development experience, who focuses on fostering connections and impactful learning. My approach involves collaborating with stakeholders to design and deliver programs that foster a culture of excellence, engagement, and growth. I am highly organized and driven by a people-first mentality that values authentic communication, empathetic interactions, and unwavering integrity. By unlocking the strengths and potential of each individual, we can create positive and lasting impact for our internal and external clients, as well as our communities.

Highlights include:

Created two successful Corporate Training Programs.
Achieved 6,800+ LinkedIn Learning video views and 70+ skills learned with 100% activation.
Managed 200+ employees' learning and development at a Fortune 500 company.
POC key support on major promotional campaign with 99% on-time delivery /one million units sold.
Team Management 18 FTE. 
Certified Kolbe Consultant and Lean Six Sigma Green Belt.

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