Briana Cavicante
Virginia Beach,VA
Summary
Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach looking to seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Specialty Service Coach
GEICO
09.2019 - Current
- Coached and mentored service representatives to deliver polite, professional customer interactions
- Trained and mentored 75 new personnel hired to fulfill various roles.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Facilitated virtual, in-person and blended learning sessions.
- Developed lesson plans, instructional materials and written practice tests for training courses.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Analyzed and evaluated training effectiveness and program outcomes.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Led customer service projects to address and achieve key business objectives.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Head Bartender
Red Robin
02.2015 - 03.2020
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Boosted bar profitability, mentoring team members on routine procedures and productivity strategies.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Trained new team members on restaurant procedures, menu items, and performance strategies.
- Assisted in new server onboarding and orientation to cultivate seamless transitions.
- Provided feedback and guidance to help servers develop industry skills and knowledge.
- Established and maintained positive relationships with trainees to drive successful learning outcomes.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
Education
Bachelor of Science - Health Services Administration
Norfolk State University
Norfolk, VA12.2017
High School Diploma -
Churchland High School
Portsmouth, VA06.2013
Skills
- Methodology Improvements
- New Hire Training
- Customer Experience
- Product and Service Knowledge
- Online Training
- Personnel Training and Development
- Data Analysis
- Remote Learning
- Role Playing
- Training Exercises
- Coaching and Development
- Guest Interaction
- Constructive Feedback
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It’s easier to ask forgiveness than it is to get permission.
Grace Hopper
Timeline
Specialty Service Coach
GEICO
09.2019 - Current
Head Bartender
Red Robin
02.2015 - 03.2020
Bachelor of Science - Health Services Administration
Norfolk State University
High School Diploma -
Churchland High School
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