Joshua Langley
Stedman,NC
Summary
With over 15 years of hands-on technical expertise and customer service experience gained through roles at Apple and the United States Army, I excel in leading and managing large teams in high-pressure, fast-paced environments. I have eight years of experience in training delivery and accreditation, specializing in various learning methods - I have conducted over 200 training sessions for more than 5,000 individuals. My expertise includes using LMS, CRM, and eLearning tools. Utilizing my extensive experience in Quality Assurance, Data Analytics, and process improvement, I am uniquely equipped to handle any situation. Additionally, I partnered with Human Resources for seven years to successfully recruit and train high-performing trainers and supervisors. As a self-motivated professional, I am committed to exceeding standards and fostering excellence in both team and customer outcomes.
Overview
13
13
years of professional experience
Work History
Business Consultant and Coach
Langley Professional Solutions
Stedman, NC
09.2024 - Current
- Delivering business consulting services for project management, change management, and process improvement
- Driving growth and personal development for clients
- Practicing holistic wellness and high-performance mindset strategies
- Analyzing key data fundamental to business operations and individual performance
Parachute Rigger
United States Army
Fort Liberty, NC
01.2021 - 08.2024
- Performed quality inspections of airdrop systems for equipment and vehicles up to $500,000 per load
- Established new processes to increase productivity by up to 300% and reduce 99% of potential deficiencies
- Managed Department of Defense LMS training and reporting for 250 soldiers
- Achieved Top 5% in Marksmanship and Physical Fitness scoring out of 450 soldiers
- Developed systems and effectively mentored and trained soldiers in their new role
Account Executive
Truckstop.com
Boise, ID
06.2019 - 08.2020
- Converted $100,000 of Business-to-business sales as an Account Executive
- Promoted within 3 months of accepting employment due to being in the top 1% of performance
- Assisted peers in establishing better sales approaches through analytics
- Demonstrated complete understanding of Salesforce navigation and software tools
Apple Senior Instructor & Manager
Teleperformance USA
Boise, ID
08.2016 - 06.2019
- Organized and executed instructor feedback to accredit 20 instructors
- Observed, analyzed, and developed new content for Supervisor training
- Increased customer satisfaction by 20% through isolating areas to improve business and customer critical attributes
- Traveled to Florida & Australia to open new locations - developed new Training Managers for operations and trained Instructors on how to deliver content effectively
- Established excellent time management and communication by completing 100% of all classes on time
- Taught, managed and supervised virtual monthly classes of 15-30 new or transition employees to provide quality customer support
Apple Training Manager
Teleperformance USA
Boise, ID
09.2014 - 08.2016
- Managed a team of 25+ instructors and 200+ training classes annually
- Communicated daily by phone and email with executives from Fortune 100 companies
- Developed and delivered training based on reporting analysis to reduce profit loss by improving operational productivity by 20%
- Directed 4 virtual/remote projects for United States support and 6 projects for International Support
- Improved overall financials by developing processes to better align with business strategy
Apple Phone Supervisor & Instructor
Teleperformance USA
Boise, ID
08.2011 - 09.2014
- Established and developed processes for 4 new lines of international business in the Asia-Pacific region
- Accomplished Blue Diamond Award for being an example of excellent business conduct and performance
- Taught, managed, and supervised monthly classes of 25-30 new or transition employees
- Sustained 97% Customer satisfaction - #1 out of 500 employees
- Sustained the highest in warranty agreement and product sales among 500 employees
- Provided superior Supervisor support over the phone for Technical and Customer Service related issues
Education
Master of Business - Administration Management
Western Governors University
08.2023
Master of Education - Education Technology
Western Governors University
12.2024
Skills
- Advanced Leadership & Team Development
- Strategic Planning & Process Improvement
- LMS Management
- In-person & virtual training
- CRM Systems & Analytics
- Salesforce
- HubSpot
- Technical proficiency
- Microsoft suite
- Apple
- Adobe
- Windows
- Blackboard
- Articulate
- Captivate
- Quality Assurance
- Change Management
- Project Management
- Performance Optimization
Timeline
Business Consultant and Coach
Langley Professional Solutions
09.2024 - Current
Parachute Rigger
United States Army
01.2021 - 08.2024
Account Executive
Truckstop.com
06.2019 - 08.2020
Apple Senior Instructor & Manager
Teleperformance USA
08.2016 - 06.2019
Apple Training Manager
Teleperformance USA
09.2014 - 08.2016
Apple Phone Supervisor & Instructor
Teleperformance USA
08.2011 - 09.2014
Master of Business - Administration Management
Western Governors University
Master of Education - Education Technology
Western Governors University