Asia Holloway
Arlington,TX
Summary
I'm seeking a challenging and rewarding position utilizing my technical, interpersonal, training and development skills by maximizing business and performance by identifying and facilitating training needs in a company
Overview
12
12
years of professional experience
Work History
Learning and Development Specialist
Accenture
08.2021 - Current
- Lead trainer
- Established strong relationships with external partners to source relevant industry-specific trainings on a regular basis.
- Evaluated training program effectiveness, adjusting content as needed to maximize learning outcomes.
- Aligned training programs with organizational goals, ensuring that learning initiatives directly supported overarching business objectives.
- Streamlined training process for new hires, accelerating time to productivity.
- Supported organizational change initiatives through thorough communication and effective training strategies.
- Enhanced employee performance by designing and implementing comprehensive learning programs.
- Trained and mentored over 1000 new personnel hired to fulfill various roles.
- Facilitated virtual, in-person and blended learning sessions.
- Championed a culture of continuous learning by regularly sharing resources, articles, webinars, and thought leadership pieces with colleagues.
- Collaborated with cross-functional teams to identify skill gaps and create customized trainings to address them.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed lesson plans, instructional materials and written practice tests for new hire and upskilling training courses.
Call Center Supervisor
FleetCor
Wichita, KS
08.2018 - 01.2021
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Created team rotations to man center effectively during peak hours.
- Managed scheduling for agents and product specialists to foster increased productivity.
- Collaborated with training team to boost product support and certification training initiatives.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
Loan Risk and Assessment Lead
CURO Financial Technologies Corp
08.2012 - 08.2018
- Analyze and evaluate personal customer information and ask appropriate follow-up questions by phone or email
- Maintained efficient clerical systems
- Assisted customers and handled their needs and complaints.
- Strengthened security measures through regular audits, ensuring compliance with industry standards and regulations.
- Reduced instances of fraudulent transactions by developing and enforcing strict anti-fraud policies.
- Leveraged technology advancements to continuously improve the effectiveness of the organization''s risk management framework.
- Streamlined risk management processes by utilizing data analytics for early identification of potential threats.
- Increased efficiency of the fraud control team through continuous training and performance evaluations.
- Collaborated with cross-functional teams to design and implement comprehensive fraud prevention strategies.
- Enhanced fraud detection by implementing advanced risk assessment tools and techniques.
- Evaluated customer data to identify and prevent fraudulent activities.
Education
High School Diploma -
Lehman College of The City University of New York
The Bronx, NYEsthetician - Esthetician
Ogle School Hair Skin Nails-Dallas
10.2022
Skills
- Employee Orientation
- Management
- Time Management (5 years)
- Microsoft Office (10 years)
- Microsoft Word (10 years)
- ADP (2 years)
- Recruiting
- Account Management
- Loan Officer Experience
- Loan Origination (5 years)
- Underwriting (3 years)
- Interviewing
- Banking
- Conflict Management
- Supervising Experience (7 years)
- CRM (5 years)
- Microsoft Outlook
- Administrative Experience
- Credit Analysis
- Accounts Receivable
- Loan Origination (4 years)
- Customer Service (10 years)
- Call Center (10 years)
- Risk Management
- Cold Calling
- Quality Assurance (3 years)
- Financial services
- Live chat
- Customer support
- Leadership
- PCI
- Sales
- Data collection
- Lexis-Nexis
- Typing
- Windows
- Team management
- Employee evaluation
- Documentation review
- SQL (2 years)
- CRM software (10 years)
- Data entry (10 years)
- Administration and business operations (3 years)
- Customer support (10 years)
- Fraud
- Communication skills
- Salesforce
- SaaS
- Research
- Quality control
- Information security
- Staff training (3 years)
- AWS
- Microsoft Windows Server
- Microsoft SQL Server
- Time management (10 years)
- Communication skills (10 years)
- Staff training (10 years)
- Learning Technology
- Java
Personal Information
Willing To Relocate: Anywhere
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Company CultureWork-life balanceCareer advancementPersonal development programsTimeline
Learning and Development Specialist
Accenture
08.2021 - Current
Call Center Supervisor
FleetCor
08.2018 - 01.2021
Loan Risk and Assessment Lead
CURO Financial Technologies Corp
08.2012 - 08.2018
High School Diploma -
Lehman College of The City University of New York
Esthetician - Esthetician
Ogle School Hair Skin Nails-Dallas