Angela Garrett
Phoenix,AZ
Summary
Experienced Learning and Development Leader with a track record of 4+ years in training and people development. Currently pursuing a Professional Coaching Certification with the International Coaching Federation to complement with expertise in unlocking individual potential and fostering growth. Passionate about cultivating talent and optimizing performance through innovative learning initiatives and trainings. Seeking to bring my dynamic skill set to a forward-thinking organization committed to cultivating a culture of learning and nurturing employee development.
Overview
7
7
years of professional experience
Work History
Training Associate
The Trevor Project Inc
Remote
10.2022 - 07.2023
- Lead and supported development of 7-10 Lifeline Training Coordinators to meet training and performance goals.
- Collaborated successfully with diverse group of coworkers throughout organization to accomplish quarterly goals and address issues related to training products and services.
- Managed training calendars to inform participants of upcoming training session topics and dates.
- Evaluated effectiveness of 988 Crisis Worker training and recommended training improvements to upper management.
- Leveraged Instructional design background to enhance current Trevor Project and 988 training
- Maintained strong knowledge of LGBTQ+ competency, coaching, crisis work by participating in workshops, conferences and online education classes.
- Facilitated 988 role-plays, Instructor Led Workshops and Crisis Worker Listen In's for over 364 Crisis Workers.
- Developed 988 Training enhancement projects to increase Crisis Worker retention and enhanced trainee mental health skillset.
- Provided individualized coaching and training to help Training Coordinators and Crisis Workers improve job skills.
Training Coordinator
The Trevor Project Inc
03.2022 - 11.2023
- Identified areas for improvement in training programs and collaborated with internal training team to implement changes.
- Established collaborative peer and volunteer trainee relationships built on trust and empathy through consistent and meaningful communication.
- Facilitated training role-playing, instructor-led workshops, Lifeline Listen In session's and 1:1 performance coaching with volunteer trainees.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Evaluated trainee progress throughout 10 weeks of Trevor Lifeline Volunteer program and provided timely constructive feedback and positive reinforcement to keep trainees motivated.
- Spearheaded 1:1 performance coaching initiatives, contributing to Training Coordinator's professional development.
Client Service Manager
ADP
Augusta, GA
11.2020 - 10.2021
- Lead 18 front-line associates, utilizing self discover and strength-based goals to enhance client and associate experience.
- Develop and facilitated organizational training for associates to improve Chat client service experience, as well as payroll knowledge.
- Developed internal Professional Development programs for associates to enhance skill-set, network and gain career advancement.
- Provide frequent tailored performance feedback to front-line associates in order to address performance gaps and manage performance improvement.
- Collaborate with senior leadership to develop and implement improvement suggestions, policies, work forecasting and staffing.
- Develop ongoing team engagement actives to cultivate positive work environment and culture that promotes customer service, career development and achievement.
- Connect weekly with sales and tax department leadership within organization to improve team collaboration, achieve target goals and encourage process improvement to enhance overall experience for clients and associates.
- Partner with recruitment team throughout hiring and onboarding training of new chat associates.
Team Lead
Team, ADP
07.2018 - 11.2020
- Developed and facilitated mentoring program for 15-30+ new hire associates annually
- Partnered with organizational leaders to assist in team development, coaching and provide low performance feedback for associates within organization
- Coordinated and facilitated senior level peer-to-peer coaching program
- Assist in identifying needs and creating solutions for key training initiatives
- Assess chat teams for strengths and skill gaps and develop programs to address those competency gaps.
National Chat Client Support Consultant
ADP
05.2018 - 07.2018
- Quickly triage, distribute, and respond to incoming chat interactions
- Identify opportunities for automations and other workflow improvements
- Provided feedback and recommendations to leadership on best practices, training solutions, client feedback and personal experience that improved client satisfaction.
Chat Associate Client Support Consultant
Small Business Services ADP
09.2016 - 05.2018
- New associate mentor assisting with onboarding, training, and transition into role of new team members resulting in seamless transition.
- Maintained 95% customer satisfaction survey score.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Diagnosed technical problems and communicated solutions to customers.
- Cultivated partnerships with business leaders to coordinate and plan strategic solutions in sales and service initiatives.
Associate Client Support Consultant
Small Business Services ADP
06.2016 - 09.2016
- Promoted 85% survey customer satisfaction by resolving problems with knowledgeable and friendly service.
- Processed employee rehires, transfers, terminations, and withholdings.
- Oversaw payroll processing to comply with state-specific tax laws and court-ordered wage assignments and garnishments.
- Supported payrolls, driving timely and accurate payment of employee wages.
- Anticipated potential payroll issues and questions to take proactive action and prevent development of problems.
- Reviewed, investigated and corrected errors and inconsistencies in financial entries, documents and reports.
Education
Bachelor of Arts - Foreign Language: Business Administration
Augusta University
Augusta2016
Skills
- Leadership
- Training Facilitation
- Coaching
- Active Listening
- Communication
- Instructional Design
- Microsoft
- Learning Management System (LMS)
Accomplishments
- Guidance in Leadership Program, ADP
- Emerging Leadership Program, Small Business Services ADP
Timeline
Training Associate
The Trevor Project Inc
10.2022 - 07.2023
Training Coordinator
The Trevor Project Inc
03.2022 - 11.2023
Client Service Manager
ADP
11.2020 - 10.2021
Team Lead
Team, ADP
07.2018 - 11.2020
National Chat Client Support Consultant
ADP
05.2018 - 07.2018
Chat Associate Client Support Consultant
Small Business Services ADP
09.2016 - 05.2018
Associate Client Support Consultant
Small Business Services ADP
06.2016 - 09.2016
Bachelor of Arts - Foreign Language: Business Administration
Augusta University
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