Summary
Overview
Work History
Education
Skills
Interests
Software
Timeline
Receptionist
Brianna Manaco

Brianna Manaco

Rockvale,CO

Summary

Driven training professional with a robust background in designing and implementing effective training programs. Demonstrated success in enhancing employee performance and fostering a culture of continuous learning. Proven ability to develop and execute training strategies while utilizing strong leadership and communication skills.

Overview

7
7
years of professional experience

Work History

Customer Experience Training Manager

Pair Eyewear
08.2024 - Current
  • Spearheaded the overhaul our LMS and 98 training articles, resulting in 107% increase MoM in active content usage, 48% increase in quiz completion and 97% increase in learner satisfaction
  • Enhanced agent macros, cutting content by 25% to improve organization, align brand voice and boost agent personalization for an improved customer experience
  • Established a new tagging system with approximately 130 unique tags, enabling the capture of valuable data to identify and drive automation opportunities, enhancing efficiency and insights
  • Developed and implemented comprehensive training program to increase employee productivity, quality scores, and agent morale
  • Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success

Customer Experience Training Specialist

MINDBODY
04.2022 - 08.2024
  • Designed and delivered training for 150+ agents on new hire orientation, soft skills, product knowledge, and ongoing education
  • Enhanced employee performance by an 18.4% increase in QA scores by implementing comprehensive training programs
  • Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed
  • Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer
  • Increased employee retention to 100% over the first 6 months through engaging and relevant training sessions tailored to individual needs
  • Prepared videos for online and remote instruction
  • Supervised BPO trainers to ensure cohesion and success across offices
  • Audited Help Center to reflect updated policies and workflows
  • Managed LMS platforms like Intellum and Lessonly
  • Utilized variety of instructional design methodologies to create effective learning experiences

Senior Customer Experience Associate

ClassPass
05.2019 - 04.2022
  • Delivered excellent customer support via email, live chat, and social media
  • Identified patterns in bug reports and feature requests, escalating as needed
  • Managed sensitive cases related to privacy, legal matters, and escalations
  • Trained and supported CX agents on how to handle social media communications
  • Coached BPO teammates on organization, clarity, and brand voice
  • Worked diligently toward exceeding KPIs related to metrics such as average handle time, quality scores, and overall customer satisfaction
  • Collaborated with team members to develop effective strategies for enhancing the overall customer experience
  • Utilized advanced problem-solving skills in order to troubleshoot and resolve technical-related customer inquiries

Public Relations Specialist

Blue Marble
10.2018 - 05.2019
  • Oversaw all communication and marketing efforts
  • Wrote press releases for routine use and crisis management
  • Analyzed campaign performance data to identify areas of improvement and optimize future PR efforts
  • Developed blog articles, SOPs, customer communications, and contract documents
  • Produced educational resources to enhance product and brand awareness for B2B and B2C audiences

Education

Strategic Communications Major | Psychology Minor

University of Missouri
Columbia, MO
12-2016

Skills

  • New hire on-boarding
  • Instructional design
  • Virtual training
  • Learning management systems
  • Course design
  • Coaching and mentoring
  • Written and oral communication
  • Program optimization
  • Strategic thinker
  • Exceptional communicator
  • Adaptive learning
  • Project management

Interests

  • Hand Embroidery
  • Painting
  • Sewing
  • Cooking

Software

Zendesk

Lessonly

Microsoft Office

Google Workspace

Camtasia

Canva

Adobe

Timeline

Customer Experience Training Manager

Pair Eyewear
08.2024 - Current

Customer Experience Training Specialist

MINDBODY
04.2022 - 08.2024

Senior Customer Experience Associate

ClassPass
05.2019 - 04.2022

Public Relations Specialist

Blue Marble
10.2018 - 05.2019

Strategic Communications Major | Psychology Minor

University of Missouri

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Brianna Manaco