Antwanekia Simmons
Chicago,Illinois
Summary
Energetic training and development professional versed in developing and implementing improved training programs to improve performance. Success driving participation by leveraging employee incentives, employing engaging training methods and implementing team-building activities to meet training needs. Bringing several years of industry expertise.
Overview
9
9
years of professional experience
Work History
Training Associate
Discover Financial Services
Chicago, Illinois
03.2022 - Current
- Deliver new-to-role, recurring skill development, and new initiative classroom-based training to both new and existing exempt and non-exempt employees prominently in the field call centers
- Analyzed existing processes to identify areas for improvement in order to increase efficiency, speed to readiness and attrition.
- Coached employees on how to use software applications effectively in their daily tasks.
- Encouraged open communication between team members during class discussions by posing relevant questions and challenges.
- Assume a managerial role during the course of training
- Understand the business implications of content and facilitate it to designated class(es)
- Ensure all regulatory and compliance-related employee training is tracked and documented correctly through the Teamwork and Development Central systems
- Consult with other training and curriculum design staff to improve the learning approach and content
- Provided feedback to design and strategy teams on needed enhancements and revisions to training programs.
- Formed strategic alliances with assigned business functions to ensure their unique training needs are met.
- Initiate corrective action and recommendation for termination as necessary
- Monitor performance results of training participants and address performance gaps through coaching
- Provided feedback to management regarding employee performance improvement opportunities.
- Provided technical support during virtual meetings via webinar platforms like Zoom or Skype.
Team Coach
Discover Financial Services
Chicago, Illinois
11.2021 - 03.2022
- Provided coaching and mentoring to individuals on the team.
- Analyzed data to identify trends or issues affecting performance.
- Managed workflow processes to ensure tasks are completed on time.
- Collaborated with senior management on strategic planning initiatives aimed at increasing efficiency across departments.
- Conducted team and personal meetings to discuss performance and set goals.
- Organized team-building activities to enhance communication and collaboration.
- Provided resources for professional development of team members.
- Identified opportunities for process improvements within the team.
- Orchestrated training for newly converted team members on using company systems and policies.
- Developed training programs for new team members.
- Create and resolve Jira tickets for customer complaints
Customer Service Account Manager
Discover Financial Services
Chicago, Illinois
06.2021 - 11.2021
- Maintained a Top Tier Quality Assurance status
- Facilitated team huddles, including team-building exercises.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Maintained a high level of professionalism when dealing with difficult customers.
Section Manager II
Enova Financial
Chicago, Illinois
12.2015 - 05.2021
- Assisted with the recruitment process for new hires, including interviewing potential candidates.
- Monitors and addresses employee behaviors in accordance with policies.
- Evaluated existing processes within the section and suggested improvements where necessary.
- Conducted performance reviews for staff members and provided feedback on their job performance.
- Analyzed departmental operations to identify areas of improvement and recommended corrective actions.
- Recommended process improvements to streamline production workflows.
- Developed strategies to optimize efficiency, quality, and customer service levels.
- Collaborated with other departments to coordinate projects and resolve issues promptly.
- Assisted in developing long-term plans for the section by setting goals and objectives that align with organizational strategy.
- Provided guidance on technical matters such as system design, database development, software implementation.
Education
Associates Degree - Business & Management
DEVRY UNIVERSITY
01.2012
H.S Diploma -
George W Collins
Skills
- Lesson Plan Development
- Operations Improvement
- Teamwork and Collaboration
- Strong leadership skills
- Compliance Management
- Customer Service
- Training delivery
- Staff Development
- Creative Problem-Solving
- Speed to profiecency
References
References available upon request.
Timeline
Training Associate
Discover Financial Services
03.2022 - Current
Team Coach
Discover Financial Services
11.2021 - 03.2022
Customer Service Account Manager
Discover Financial Services
06.2021 - 11.2021
Section Manager II
Enova Financial
12.2015 - 05.2021
Associates Degree - Business & Management
DEVRY UNIVERSITY
H.S Diploma -
George W Collins
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