Ashley Connor
Training Coordinator/Client Success Specialist
Fort Mill,SC
Summary
Hardworking Training Coordinator with 11 years of training implementation and client success experience. Enthusiastic about contributing to successful training programs and client support objectives. Well-versed in handling all support functions and managing communication between trainers and participants. Skilled in identifying areas of focus. Adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.
Overview
11
11
years of professional experience
Work History
Training Coordinator
Life Cycle Engineer
06.2019 - 03.2024
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Primary administrative contact for Life Cycle Institute customer service delivery, concerns, and needs
- Selected, developed and delivered classroom and online training materials to meet program needs. Maintained 6-10 different product lines of virtual education.
- Managed budgets for training programs, ensuring optimal allocation of resources for maximum impact.
- Ensure all necessary and requested Institute resources are available as needed and exceed client expectations
- Worked with several CRM and LMS platforms (Microsoft Dynamics, Litmos, etc) to organize participant information
- Utilized event planning software (Cvent) to capture attendee registration information
Inside Client Specialist - Software as a Service
Dimension Data North America
04.2017 - 01.2019
- Provided software services sales support for Global, Commercial, Gov-Ed, and Enterprise customers in all US regions, Canada, and Mexico (approximately 100 inquiries/day)
- Developed and documented specialized quote to order process flow to improve transactional efficiency of software services (created 5-10 minute training videos for internal use)
- Trained new hires in all necessary areas of quote to order process
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Developed strong relationships with key clients, resulting in increased revenue and repeat business - approximately 20-50 clients
- Provided comprehensive support to sales representatives, assisting in closing deals and increasing overall sales performance.
Client Support Managers
Dimension Data North America
01.2016 - 04.2017
- Manage team of 10 employees providing client support to commercial and enterprise customers
- Monitored team KPIs regularly, adjusting strategies as needed to consistently meet targets related to response time, resolution rates, and customer satisfaction.
- Established strong relationships with key stakeholders, maintaining open lines of communication at all times.
- Developed comprehensive training materials to ensure consistent support quality across team.
- Implemented metrics-driven performance evaluations to recognize high-performing team members and address areas for development.
- Provided leadership, guidance and support to staff members.
- Participated in community events to promote services and engage with public ( at least 1-3 service days per year)
Inside Client Specialist
Dimension Data North America
09.2013 - 01.2016
- Responded to all client inquiries and asked appropriate questions to facilitate resolution.
- Maintained detailed records of all client interactions, transactions, and correspondence, ensuring easy retrieval of information when needed and promoting transparency in communication across team (utilizing 2-5 page excel organization sheet per customer)
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Processed all purchase orders for product with attached services while maintaining all quote and order SLAs as set by department (24 hour SLA, 10-20 quotes per day varying in complexity)
- Performed additional sales support duties as required that help company meet and exceed sales goals and quality objectives
Education
Bachelor of Science - Biology
Charleston Southern University
Charleston, SC05.2012
Skills
- Verbal and written communication
- Coaching and Mentoring
- Virtual Training
- Presentation
- Schedule Management
- Learning Management Systems
- Customer Relationship Management systems
- Training facilitation and delivery
- New hire on-boarding
- Performance Evaluation
- Adult Learning Principles
- E-Learning Platforms
Accomplishments
- Foundational Member of LEAN Team at LCE. Reduced total cycle time by 72% and stream-lined entire registration process
- Member of Diversity and Inclusion team which brought company-wide focus to minority populations in order to represent and celebrate differences and harmony among employees
- President's Club winner at Dimension Data 2017
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Training Coordinator
Life Cycle Engineer
06.2019 - 03.2024
Inside Client Specialist - Software as a Service
Dimension Data North America
04.2017 - 01.2019
Client Support Managers
Dimension Data North America
01.2016 - 04.2017
Inside Client Specialist
Dimension Data North America
09.2013 - 01.2016
Bachelor of Science - Biology
Charleston Southern University