Abigail Hernley
Berryville,VA
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Training Operations Specialist
Amazon Web Services
Herndon, VA
08.2021 - Current
- Maintains Salesforce Opportunity data for training deliveries, including maintenance of funding program requests. Executes both repeatable and dynamic tasks related to class management for both virtual and in person training classes. This includes arranging venues, coordinating instructors and ordering training materials and setting up classes in the Learning Management System.
- Manages end of month invoicing and assists with Accounts Payable and Accounts Receivable functions regarding procuring and billing inquiries.
- Works directly with customers to confirm training registrations, confirm bookings and manage cancellations/changes. Manages communications from the customer and liaison for the customer to problem solve.
- Collaborates with other departments to develop solutions that addressed operational issues across the organization.
- Assists with the development of project plans for new initiatives or process improvements. Independently works with stakeholders to identify business needs and design and implement solutions. Drives accountability and actions against key milestones in projects.
- Inspects and scrutinizes large data sets to mitigate business risk and downstream impacts of related actions. Represents the team on medium size projects or working groups within own organization and effectively communicates across teams.
Quality Assurance Manager
Northwest Federal Credit Union
01.2017 - 08.2021
- Execute the Quality Control Program in the Call Center and Branches
- Manage a variety of projects for the Retail Team
- Hold coaching meetings with staff based on quality of phone calls and other measures
- Listen and score 5 calls per month for over 50 agents
- Coordinate and implement a variety of projects in the Retail area
- Conduct Quarterly Branch Audits
- Developed a Process Improvement Program/Change Management Workflow for the Retail area.
Training and Quality Control Manager
Northwest federal Credit Union
11.2013 - 01.2017
- Primary Trainer and Training Manager in Call Center
- Execute the Quality Control Program in the Call Center
- Develop and update training curriculum
- Coordinate and implement a variety of projects in the Call Center.
Call Center Team Leader
Northwest federal Credit Union
03.2012 - 11.2013
- Managed and coached 12-15 Call Center MSRs
- Created schedules for the Call Center
- Wrote performance reviews for Call Center MSRs.
Member Service Representative
Northwest federal Credit Union
12.2007 - 03.2012
- Took inbound calls from members having issues with their accounts
- Recorded all calls received in the Relationship Management tool
- Took payments and service members accounts
- Replied to emails and web messages from the membership.
Education
Bachelor of Arts - History and Political Science
Bridgewater College
05.2011
Skills
- Certification as a CMQ/OE through ASQ
- CUERME- CU Enterprise Risk Management Expert
- Quality Assurance
- Leadership
- Project Management
- Escalation Resolution
- Customer Service
- Management
- Process Improvement
- Training
- Curriculum Design
- Process Planning
- Documentation Creation
- Agile Certified
Accomplishments
- Promoted to Senior Training Operations Specialist at Amazon Web Services in December 2023.
- Certified as a Certified Quality & Organization Excellence Manager through ASQ in September 2019.
- Agile Certification Class completed in October 2018.
- President’s Award Recipient at Northwest Federal Credit Union in February 2017.
References
References available upon request.
Timeline
Training Operations Specialist
Amazon Web Services
08.2021 - Current
Quality Assurance Manager
Northwest Federal Credit Union
01.2017 - 08.2021
Training and Quality Control Manager
Northwest federal Credit Union
11.2013 - 01.2017
Call Center Team Leader
Northwest federal Credit Union
03.2012 - 11.2013
Member Service Representative
Northwest federal Credit Union
12.2007 - 03.2012
Bachelor of Arts - History and Political Science
Bridgewater College