ALEXIS BALDWIN
Spring Education
Las Vegas
12
years of professional experience
People Operations & Learning professional with experience supporting recruiting, onboarding, employee development, performance coaching, and operational processes across fast-paced organizations. Led recruiting, onboarding, training, and ongoing development for teams of 25+ employees while using performance data and employee feedback to identify skill gaps and improve the employee experience. Experienced in building onboarding programs, developing scalable learning resources, and partnering across teams to strengthen performance, consistency, and employee growth.
Work History
Training & Instructional Facilitator
2 Years 2 Months- Design and deliver structured, hands-on learning experiences aligned to developmental and performance goals
- Facilitated engagement through guided practice and real-world application strategies, enhancing participant understanding and retention
- Monitored performance trends and adjusted training approaches to enhance learning outcomes and consistency
- Organized learning environments to support workflow efficiency and maximize learner engagement
Customer Service Trainer
1 Year 3 Months- Facilitated onboarding and hands-on training for new and existing employees to enhance performance in fast-paced retail environments
- Facilitated onboarding and hands-on training for new and existing employees in fast-paced retail environments
- Created job aids and learning materials to improve workflow efficiency and support knowledge retention
- Created job aids, learning materials, and reinforcement resources to support workflow efficiency and knowledge retention
- Evaluated training effectiveness through employee feedback and performance metrics to identify areas for improvement
- Developed and delivered engaging training programs for diverse employee groups.
- Assessed training needs through surveys and performance evaluations.
Customer Support Manager
1 Year 3 Months- Recruited, onboarded, trained, and supervised 25+ representatives in high-volume support environments to ensure effective team performance
- Coached team members and developed performance initiatives to enhance operational consistency and elevate customer experience
- Analyzed performance trends and team metrics to pinpoint improvement opportunities, driving team effectiveness
- Supported onboarding process improvements and employee development initiatives
- Led customer support team to enhance service delivery and improve client satisfaction.
- Developed training programs for new staff, improving onboarding efficiency and knowledge retention.
Behavior Health Assistant Manager
4 Years 2 Months- Delivered structured coaching and development support to enhance communication, behavioral, and social skills
- Tracked progress outcomes and documented client development for effective program evaluation
- Tracked measurable progress outcomes and maintained detailed documentation
- Supported workflow organization and daily operational coordination
- Developed individualized treatment plans under supervision to enhance patient engagement and recovery.
- Facilitated group therapy sessions, promoting communication and support among participants.
Senior Support Agent
2 Years 1 Month- Resolved complex customer concerns, enhancing satisfaction in fast-paced environments
- Collaborated with departments to ensure consistent service delivery and improve workflow efficiency
- Earned recognition for strong performance, adaptability, and effective communication
- Resolved customer inquiries through effective troubleshooting and guidance.
- Resolved technical issues efficiently, enhancing customer satisfaction and reducing resolution times.
- Provided comprehensive support for software applications, guiding users through troubleshooting processes.
Premier Support Specialist
1 Year 2 Months- Provided customer and technical support, ensuring high service and communication standards
- Resolved issues, managed orders, and coordinated workflows to enhance service delivery
- Collaborated with internal teams to improve operational efficiency and elevate customer satisfaction
Education
Master of Science - Curriculum and Instruction
Completed April 2026
Bachelor of Arts - Early Childhood Education
Skills
Training facilitation
Employee onboarding
Instructional design
Scenario-based learning
Hands-on training
Learning management systems (LMS)
Microsoft 365
Process improvement
Performance evaluation
Operational communication
Curriculum mapping
Kirkpatrick model
ADDIE model
Training needs analysis
Accomplishments
- Improved new-hire onboarding outcomes by 20% through enhanced training, structured reinforcement, and performance-focused learning strategies.
- Led recruiting, onboarding, training, and performance development for teams of 25+ employees, supporting the employee lifecycle from candidate selection through ongoing coaching and development.
- Designed and implemented training resources, job aids, and workflow improvements that strengthened employee knowledge retention, operational consistency, and on-the-job performance.
- Used employee feedback, performance data, and observed trends to identify development needs and improve training effectiveness, translating insights into targeted coaching and process improvements.
- Partnered across teams and functions to support employee development, operational consistency, and positive learning experiences across fast-paced, people-centered environments.
Timeline
Training & Instructional Facilitator
Spring Education
06.2024 - CurrentRead More
Customer Service Trainer
Sleep Number
02.2023 - 05.2024Read More
Customer Support Manager
Sutherland Global
07.2021 - 10.2022Read More
Behavior Health Assistant Manager
Healing Minds
11.2017 - 01.2022Read More
Senior Support Agent
Asurion
09.2015 - 10.2017Read More
Premier Support Specialist
Wayfair
08.2014 - 10.2015Read More
Western Governors University
Master of Science from Curriculum and Instruction
Read More
Western Governors University
Bachelor of Arts from Early Childhood Education
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