Barbara Mostoller

• Worked with stakeholders throughout organization to identify opportunities for leveraging company data to drive business solutions and customer value.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Created clear and effective policies governing all aspects of employee work and interaction with customers.
• Established relationships and touch points with clients to promote retention.

Trained and mentored five interim trainer/facilitators.

• Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
• Monitored day-to-day activities of Qualfon company and employees, noting areas needing improvement and implementing plans for rectification.
• Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
• Kept detailed notes and documentation of progress and goals for each Trainee.

• Facilitate engaging and inclusive classroom experience, both virtually and in-person
• Provide individualized coaching, encouragement, and support to training participants throughout their time with company
• Effectively and efficiently complete administrative duties; including payroll, scheduling, IT support, separations, and all company and client specific data trackers.
• Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, one-on-one, or group interactive programs.
• Developed and led group training courses to align with corporate sales and service goals.
• Trained and mentored ten to thirty new personnel bi-weekly.
• Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
• Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
• Wrote training manuals for Trainers and clients according to strict company and client guidelines.
• Developed and implemented updating training programs for over 300 employees.
• Assessed training program effectiveness on regular basis and improved upon deficient areas.
• Created curricula, instructions, documents and written tests for various types of training courses.

• Meet key performance indicator metrics
• Apply coaching provided to enhance skills and knowledge
• Have keen understanding of limitations and unique opportunities that come with non-verbal customer interactions.
• Handled inbound customer chat conversations.
• Asked open-ended questions to determine which products or services would be best fit for customer's needs.
• Cultivated relationships with new customers and maintained good partnerships with existing clients.