Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alexandra Abel

Princeton,TX

Summary

Accomplished Training Manager well-versed in selecting trainers, curriculum and course plans to achieve demanding training objectives. Effective at leading courses on diverse topics. Prepared to offer 8 years of progressive training experience and take on a challenging new role.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Policy and Training Manager

Genpact
Richardson, TX
09.2021 - Current
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Targeted early attrition decreasing by 5%
  • Managed 150 new hire agents, Back to work Certification, Refreshers, Policy Updates, Mandatory compliance course and 12 trainers each quarter
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Led daily, weekly and monthly coaching, counseling and feedback sessions.
  • Analyzed effectiveness of training programs at all levels and recommended updates.
  • Managed new employee orientation training process for more than 400 employees each year.
  • Implemented new learning strategies depending upon employees' skill levels.
  • Directed training programs and development paths for managers and supervisors.
  • Developed surveys to identify training needs based on projected production processes and changes.
  • Applied adult learning and performance expertise to assess behavioral issues impacting work performance.
  • Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
  • Verified consistency in quality planning, quality control, quality insurance and quality improvement.
  • Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
  • Delivered and tracked program training for all associates and supervisors in order to safeguard continuing business relationships.
  • Managed quality programs to reduce overdue compliance activities.
  • Consulted with clients on best practices and served as project manager for all process improvements and regulatory initiatives.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Improved quality processes for increased efficiency and effectiveness.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Accomplished multiple tasks within established timeframes.
  • Collaboration with global sites for Quality, Training and Policy
  • Restructuring, new process implementation, audit preparation, training new managers for global site virtually.

Policy Training Manager

GENPACT
Jacksonville, FL
04.2019 - 09.2021
  • Client Relations
  • Global Vendor Projects
  • Managed Quality and Policy teams for 2 lines of business
  • Quality and Policy Team support 700 agents
  • Lean Certified
  • Green Belt Certified
  • Primary point of contact to client regarding policy
  • Responsible for day to day supervision of policy and quality team with their support of agents
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
  • Organized and edited training manuals, multimedia visual aids and other educational materials.
  • Communicated all learning and performance objectives, schedules and training assessments to upper management.
  • Led daily, weekly and monthly coaching, counseling and feedback sessions.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately

Corporate Trainer

GENPACT
Jacksonville, FL
06.2018 - 04.2019
  • Managed class of 25
  • Develop key training materials
  • Led cross-functional training for external and internal clients and created all training materials and exams.
  • Collaborated with management to identify company training needs and scheduling.
  • Deliver new policy updates to trainees
  • Knowledge policy
  • Document class scores, behaviors and one on ones
  • Completed all client TTT requirements
  • Manage training SMEs and Bridge process
  • Co-develop New joiners, Boost and bridge programs
  • Help on board and train TTT to new trainers

Associate Trainer/Virtual Trainer

CONVERGYS CORP
Jacksonville , FL
09.2015 - 06.2018
  • Responsible for delivering client-focused training to new hires and up-training to tenured advisors
  • Virtual trainer accreditation
  • Trained promoted advisors becoming team leaders and quality evaluators across 6 sites, including international staff
  • Research advisor metrics and identify performance gaps
  • Traveled out-of-state to assist in launching new client sites
  • Stayed current on all technical troubleshooting for new software and hardware with each launch
  • Contributed to creation of training materials such as handouts, scripts and website content
  • Assisted in monitoring trainee performance to identify gaps in training

Team Lead

CONVERGYS CORP
Jacksonville , FL
12.2016 - 09.2017
  • Directed and supervised team of 20 engaged in Technical Support and Customer Service.
  • Identify performance-related issues
  • Developing action plans for improvement
  • Ensure KPI’s and SPI’s meet expectations by company and client
  • Communicate expectations to team members and provide timely updates on those expectations and policy changes

Education

High School Diploma -

Middleburg High School
Middleburg, FL
06.2010

Skills

  • Able to take feedback and implement
  • Leadership
  • Driven to Deliver
  • Collaborative
  • Microsoft Office Suite
  • Public Speaking
  • Course Design
  • Team Development Strategies
  • Change Management
  • Time Management
  • Quality Assurance Standards
  • Organization
  • Decisive Thinker
  • Responsible

Certification

Lean Certified 2018

Green Belt Certified 2021

Timeline

Senior Policy and Training Manager

Genpact
09.2021 - Current

Policy Training Manager

GENPACT
04.2019 - 09.2021

Corporate Trainer

GENPACT
06.2018 - 04.2019

Team Lead

CONVERGYS CORP
12.2016 - 09.2017

Associate Trainer/Virtual Trainer

CONVERGYS CORP
09.2015 - 06.2018

High School Diploma -

Middleburg High School

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Alexandra Abel