Alex Leflore
Poteau,Oklahoma
Summary
At Goodyear Tire & Rubber, spearheaded training program enhancements, significantly improving learning outcomes through innovative e-learning platforms and engaging material design. Has experience in training program development and adept coaching skills fostered a culture of continuous improvement and accelerated onboarding, enhancing overall employee performance and productivity.
Overview
13
13
years of professional experience
Work History
Training Specialist
Goodyear Tire & Rubber
01.2021 - 09.2024
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Developed training handbooks, computer tutorials and reference materials.
- Developed lesson plans, instructional materials and written practice tests for Call Center training courses.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Streamlined onboarding process for new hires, resulting in reduced time to productivity.
- Created a positive learning environment by incorporating adult learning principles into all instructional designs.
- Managed training classes with up to 25 agents per class.
Team Leader
Goodyear Tire & Rubber
02.2019 - 01.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Managed groups of 15-20 agents
Call Center Representative
Goodyear Tire & Rubber
01.2014 - 02.2019
- Managed high call volumes including 200 calls with long holds, while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Founded specialty roles for VIP customers for additional assistance
Cashier
Walmart
05.2013 - 09.2013
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Handled self Checkouts keeping an eye on 6 machines at the same time
Call Center Representative
SYKES
02.2012 - 05.2013
- Managed high call volumes which included up to 100 calls per day, while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Education
High School Diploma -
Poteau Senior High
Poteau, OK05.2009
Skills
- Learning Management Systems
- E-Learning Platforms
- Training Program Development
- Training Program Design
- Virtual Training
- Training delivery
- Online training experience
- Job training
- Training Material Design
- Coaching and Mentoring
- New hire on-boarding
- Training material updates
Timeline
Training Specialist
Goodyear Tire & Rubber
01.2021 - 09.2024
Team Leader
Goodyear Tire & Rubber
02.2019 - 01.2021
Call Center Representative
Goodyear Tire & Rubber
01.2014 - 02.2019
Cashier
Walmart
05.2013 - 09.2013
Call Center Representative
SYKES
02.2012 - 05.2013
High School Diploma -
Poteau Senior High
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