PROFESSIONAL EXPERIENCE

Confidential

Customer Service Call Center Management

• Responsible for allocating employee resources for multiple call center clients and ensuring proper staffing levels of client service representatives, maintaining Service Level agreement targets, training and development and overall management of the call center strategy.
• Identify and refine best practices for the call center team.
• Train and update the team on service and operating systems.
• Manage the relationship between clients and providers.
• Ensure quality assurance goals are met and provide recommendations to meet changing customer needs.

Confidential

Technical Trainer/Instructional Designer Contract Position

• Responsible for the design and facilitation of Point of Sale POS applications and service training to Help Desk new hires and provide refresher training for IT Help Desk agents who service 1700 Chick-fil-A restaurants.
• Facilitate extensive 4-week new hire training program for entry and advanced-level new IT Help Desk employees.
• Collaborate with management and subject matter experts regarding training effectiveness and continuous improvement.
• Complete all program administration duties to include monthly training schedule preparation, material duplication, manual assembly, and applicable tracking of training curriculum completion and reporting.

Confidential

Technical Trainer

• Responsible for the design and facilitation of software applications and service training to customers who are undergoing product implementation or conversion to CRIF proprietary loan servicing software, as well as those who request continuing education.
• Facilitated standard CRIF Lending Solutions classes to clients within a portfolio of 300 clients using CRIF applications within the U.S.
• Established and maintained subject matter expertise for 20 deliverable courses.
• Collaborated with management and subject matter experts regarding training effectiveness and continuous improvement.
• Completed all program administration duties to include monthly training schedule preparation, material duplication, manual assembly, and applicable tracking of training curriculum completion and reporting.

Confidential

Business Analyst II / Trainer Contract Position

• Responsible for the design, development, facilitation, and evaluation of instructional programs, materials, methods, and assessment techniques for a federally mandated audit regarding a 800K loan portfolio. Explore and collaborate with key business leaders to create and facilitate courses related to loans that experienced foreclosure and/or bankruptcy.
• Facilitated on-boarding and new hire training for entry and advanced-level positions encompassing GSE / non-GSE loans, loss mitigation initiatives, bankruptcy, and compliance-related courses using adult learning training theories.
• Established and maintained subject matter expertise for all deliverable courses.
• Exceeded instructional design goals, creating 3 new courses within 3 months each course included a Leader's guide, Participant manual, Power Point presentation, participant-centered check point activities, and course assessment.
• Completed all program administration duties to include monthly training schedule preparation, material duplication, manual assembly, and applicable tracking of training curriculum completion and reporting.
• Collaborated with management and subject matter experts regarding training effectiveness and continuous improvement.

Confidential

Corporate Trainer/Instructional Designer

• Responsible for the design, development, facilitation, and evaluation of instructional programs, materials, methods, and assessment techniques for a mortgage loan servicing call center for 500K mortgage loans. Explore and collaborate with key business leaders to create SME and career-path courses related to GSE / non-GSE loans, FHA/VA, and loss mitigation initiatives.
• Facilitated a 2-week new hire training course for new employees at the Houston, Dallas, and Atlanta sites for entry and advanced-level new hires encompassing FDCPA, GSE / non-GSE loans, loss mitigation initiatives, loan servicing, and compliance-related courses received 4.98/5 course rating average extracted from confidential new hire surveys.
• Completed all program administration duties to include monthly training schedule preparation, material duplication, manual assembly, and applicable tracking of training curriculum completion and reporting.
• Established and maintained subject matter expertise in 50 technical and interpersonal courses , including HAMP, HAFA, short sales, DIL,REO, bankruptcy, and escrow analysis averaged 12 company-wide course facilitations per month received 4.85/5 course rating average extracted from confidential employee surveys.
• Exceeded instructional design goals using the EPLC model, averaging 5 new course completions per year each course included a Leader's guide, Participant manual, Power Point presentation, participant-centered check point activities, and course assessment.
• Lead On-Boarding and New Hire Trainer - additional roll appointed by manager for the Houston, Dallas, and Atlanta sites as a result of consistently achieving a 98 KPI employee success rate post new hire training.
• Train-the-Trainer Mentor additional role appointed by manager to mentor department trainers due to consistently exceeding KPI training measurements.

Confidential

Placement Coordinator / Trainer

• Managed foster and pre-adoptive placement and re-licensure of 150 foster homes.
• Received outstanding comprehensive audit ratings on all occasions from the Department of Children and Families, which included areas of state compliance, records management, foster home support and retention received outstanding ratings extracted from post-audit reviews and confidential foster home surveys.
• Managed and coached 10 Licensing Specialists to consistently meet the job demands and accomplish company goals and objectives, resulting in excellent ratings regarding wrap-around foster home services.
• Facilitated extensive 10-week MAPP training for all potential foster and pre-adoptive homes.
• Performed pre-screening, background checks, on-boarding, and exiting foster home interviews.
• Exceeded recruitment goals, averaging an 80 annual increase, resulting in KIDs becoming one of the largest foster care agencies in Broward County.
• Lead Behavioral Trainer additional role appointed by the Executive CEO due to demonstrated facilitation adeptness.

SOFTWARE PROFICIENCIES

Software Proficiencies: MS Office, MS Word, MS Outlook, MS SQL Server, Internet, Info Mapping, Salesforce, SharePoint, RoboHelp, Articulate, ADDIE, Visio, Lectora, DTS, LMS, Adobe, DocuTools, Excel, Access, Power Point, Snag It, Fidelity/CPI/MSP, DTS, Pacer, iVantage, Taleo, Kronos, AS 400, LSAMs, IVR/VRU, TCS, Call Parrot, Genesys/Softphone, Avaya and DAVOX..