Alicia Boards
Dearborn,MI
Summary
A dynamic training and development professional with experience in facilitating and creating engaging learning programs. Experienced in coaching, human resources, and management. Excellent external/internal communication and organization skills. Highly skilled in client services.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Training Specialist
Extra Credit Union
Warren, MI
02.2024 - Current
- Design and facilitate new hire orientation and teller training.
- Build onboarding programs, create job aids, and tailor instruction methods.
- Recruit new personnel, conduct employee 90-day follow-ups, and obtain feedback with the goal of employee engagement and retention.
- Develop course evaluations and tracking method for analysis purposes.
Trainer
Rocket Mortgage fka Quicken Loans
Detroit, MI
03.2022 - 08.2023
- Conducted pre/post training assessments to measure the impact of training.
- Monitored and evaluated training program success and effectiveness.
- Designed surveys and questionnaires to collect feedback from trainees about their experience.
- Implemented creative strategies for increasing engagement during virtual classes through gamification techniques.
- Conducted one-on-one coaching sessions with employees to develop their skills and knowledge.
Communication Development Coach
Rocket Mortgage fka Quicken Loans
Detroit, MI
09.2020 - 03.2022
- Provided exemplary communication services to partner companies to enhance, improve, and maintain excellent client experiences.
- Facilitated coaching sessions for team members by sharing best practices and standards for verbal and written client communication.
- Completed communication evaluations for all partners to track team member strengths and any areas for growth.
- Updated coaching tools, templates, engagement activities, and coaching cycles to best fit the client and partner needs.
Executive Client Ambassador
Rocket Mortgage fka Quicken Loans
Detroit, MI
01.2018 - 09.2020
- Provided guest concierge services at various welcome desks.
- Checked-in guest arrivals for closings, visitors, and issue identification badges.
- Scheduled closing conference rooms and maintained office inventory.
- Completed peer performance reviews, coaching, and training.
Senior Client Relations Specialist
Rocket Mortgage fka Quicken Loans
Detroit, MI
01.2012 - 01.2018
- Assisted and established relationships with all company clientele.
- Proactively anticipated customer needs and took action for resolution.
- Trained new team members in phone communication and email correspondence.
- Participated in service training and best practices for client service.
Personal Administrative Assistant
Fredrick Owens, ESQ, Ford Global Technologies
Dearborn, MI
01.2010 - 01.2012
- Managed calendar, travel itineraries, and projects.
- Updated website information, arranged meetings, and conducted internet research.
- Prepared presentations and written communication.
- Conducted all incoming calls and voicemails.
Office Manager
Golden State Mutual Life Insurance
Detroit, MI
01.2009 - 01.2010
- Provided administrative support to the Director and General Manager.
- Collected, compiled, and analyzed confidential client data.
- Bookkeeping, inventory maintenance, and accounts payable/receivable.
Education
Some College (No Degree) - Business Administration
University of Massachusetts Global
Boston, MA-OnlineSome College (No Degree) - Business Administration
Henry Ford College
Dearborn, MISkills
- Planning and Coordination
- Coaching and Development
- Group and Individual Instruction
- New Hire Orientation/Onboarding
- Verbal and Written Communication
- Building relationships
- Presentations and Demonstrations
- Participant Recruitment and Training
- Team-Building Exercises
- Employee Performance Reviews
Certification
- Linked-In Learning Coursework
- Virtual and Hybrid Meeting Essentials Courses
- Train the Trainer Classwork
- Learning Excel Desktop (Office and Microsoft 365
Timeline
Training Specialist
Extra Credit Union
02.2024 - Current
Trainer
Rocket Mortgage fka Quicken Loans
03.2022 - 08.2023
Communication Development Coach
Rocket Mortgage fka Quicken Loans
09.2020 - 03.2022
Executive Client Ambassador
Rocket Mortgage fka Quicken Loans
01.2018 - 09.2020
Senior Client Relations Specialist
Rocket Mortgage fka Quicken Loans
01.2012 - 01.2018
Personal Administrative Assistant
Fredrick Owens, ESQ, Ford Global Technologies
01.2010 - 01.2012
Office Manager
Golden State Mutual Life Insurance
01.2009 - 01.2010
Some College (No Degree) - Business Administration
University of Massachusetts Global
Some College (No Degree) - Business Administration
Henry Ford College
- Linked-In Learning Coursework
- Virtual and Hybrid Meeting Essentials Courses
- Train the Trainer Classwork
- Learning Excel Desktop (Office and Microsoft 365
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