Coffee
Brittany Rivera
Durham,North Carolina
Summary
Training professional motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Global Customer Happiness Training Specialist
Athletic Greens
10.2022 - Current
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Increased employee retention through engaging and relevant training sessions tailored to individual needs.
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Collaborated with department managers to identify skill gaps and develop targeted training interventions.
- Designed interactive e-learning modules for remote employees, expanding access to training resources and fostering a culture of continuous learning.
- Established a mentorship program to facilitate knowledge sharing between experienced employees and new hires, enhancing overall team performance.
- Led workshops on various topics such as leadership development, communication skills, and time management, improving employee competencies across the organization.
- Developed customized training materials including presentations, job aids, and facilitator guides for effective knowledge transfer.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
Senior Training Specialist & Employee Experience Leader
Wayfair
09.2021 - Current
- Championed the launch of the Center of Excellence for Wayfair in Athens, GA, playing a pivotal role in enhancing training processes and materials
- Led cross-functional teams to create company-wide training initiatives, fostering a culture of continuous learning.
- Coordinated certification programs for specialized roles within the organization, promoting career advancement opportunities for top performers.
- Spearheaded collaborations with subject matter experts from different departments in designing highly effective courses tailored according to needs.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Facilitated virtual, in-person and blended learning sessions.
- Mentored junior trainers, enhancing their skills and increasing team efficiency.
Training & Content Manager
Storage Post
05.2021 - 09.2021
- Increased sales team performance by developing and implementing comprehensive training programs.
- Streamlined onboarding processes for new sales representatives, ensuring faster integration into the team.
- Collaborated with senior management to identify skill gaps and develop targeted training initiatives.
- Improved overall sales results by providing ongoing coaching and feedback to individual team members.
- Developed customized training materials tailored to diverse learning styles and needs.
- Facilitated sales workshops and seminars, fostering a culture of continuous learning and improvement within the organization.
- Fostered strong relationships with key stakeholders, working collaboratively to achieve business objectives through effective salesforce development.
- Utilized data-driven insights to inform decisions regarding future training investments and priorities.
- Introduced role-play exercises simulating real-world customer interactions during trainings; improving practical application abilities among participants.
- Provided one-on-one coaching sessions tailored towards addressing specific areas needing development in individual employees.
- Recognized and rewarded top-performing employees for their outstanding achievements in training programs, fostering motivation and driving further success.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
New Hire Sales Trainer
GEICO Call Center
01.2020 - 05.2021
- Streamlined onboarding process for new hires, ensuring proper training in product knowledge, sales techniques, and company policies.
- Improved overall team performance by conducting regular assessments and providing constructive feedback on individual progress.
- Collaborated with sales leaders to align training initiatives with strategic business goals.
- Boosted overall customer satisfaction rates by emphasizing the importance of exceptional service during all stages of the sales process in trainings.
- Fostered a positive learning environment that encouraged open dialogue, collaboration, and continuous improvement among team members.
- Established clear expectations for desired outcomes at the onset of each course module or workshop session.
- Provided ongoing support to sales teams by acting as a resource for product knowledge, industry news, competitive analysis, and performance enhancement strategies.
- Contributed to the overall success of the organization by sharing best practices and collaborating with cross-functional teams on business development initiatives.
Lead Quality Assurance Analyst
GEICO Call Center
01.2019 - 01.2020
- Enhanced call center quality by monitoring and evaluating customer interactions for compliance with company policies and procedures.
- Boosted customer satisfaction by providing feedback to agents on their strengths and areas for improvement.
- Identified trends in agent performance through consistent analysis of recorded calls, leading to targeted training interventions.
- Contributed to a positive work environment by recognizing exceptional agent performance during monitoring sessions.
- Enhanced agent skillset through the development and delivery of customized training programs based on identified needs from monitoring activities.
- Promoted a culture of continuous improvement by regularly sharing insights from call monitoring activities during team meetings and huddles.
- Facilitated open dialogue between agents and supervisors, encouraging ongoing feedback exchange for personal growth and development within the team.
- Collaborated effectively with colleagues across departments to identify root causes of repeated issues observed in monitored calls, driving corrective actions.
Insurance Sales Agent
GEICO Call Center
01.2018 - 01.2019
- Improved sales performance by staying current on industry trends, product offerings, and competitor strategies.
- Contributed to agency success by consistently meeting or exceeding monthly sales targets.
- Maintained high retention rates by addressing client concerns promptly and offering suitable policy adjustments as needed.
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Negotiated favorable terms for clients with carriers while maintaining strict adherence to underwriting guidelines.
- Fostered a positive work environment by actively participating in team meetings and sharing best practices with colleagues.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Sold auto, home, life, and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Finalized sales and collected necessary deposits.
- Analyzed risk factors to recommend appropriate coverage levels.
Esthetician
MASSAGE SUITE & SPA
07.2017 - 01.2018
- Improved client satisfaction by providing customized skincare treatments and product recommendations based on individual needs.
- Enhanced spa revenue through upselling additional services and retail products during consultations.
- Performed various facial treatments for optimal skin health, including microdermabrasion, chemical peels, and LED therapy.
- Educated clients on proper skincare routine maintenance and guided them in selecting appropriate home care products.
- Provided exceptional customer service, addressing client concerns promptly and professionally to ensure satisfaction.
- Created repeat business by developing long-term relationships with regular customers.
Esthetician
MASSAGE ENVY
02.2016 - 07.2017
- Developed individualized, therapeutic skin care programs.
- Suggested appropriate therapy based on current health of client.
- Recommended and performed microdermabrasion, peels and laser treatments.
- Educated guests on current promotions, events and services within store or salon.
- Cleansed, exfoliated and moisturized customer skin.
- Explained benefits of skin care products to clients.
- Informed guests of appropriate products available to increase retail sales.
Assistant Sales Manager
THEY CALL IT PUPPY LOVE
11.2013 - 01.2016
- Developed strong client relationships for repeat business and increased referrals.
- Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively.
- Monitored competitors'' activities and adjusted tactics accordingly, ensuring a competitive edge in the market.
- Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
- Analyzed sales data regularly to recognize patterns, capitalize on opportunities, and address areas of concern within the team''s performance metrics.
- Cultivated a positive work environment through fostering teamwork, open communication channels among staff members contributing towards higher employee satisfaction and retention rates.
- Successfully launched new products by executing comprehensive training programs for staff and coordinating marketing efforts to generate buzz among potential customers.
- Assisted sales team with completing customer transactions and managing issues.
- Trained new associates in successful sales and performance strategies.
- Managed and developed sales team.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Wedding Sales Consultant
DAVID'S BRIDAL
10.2012 - 10.2013
- Contributed to a positive store atmosphere by maintaining an organized and visually appealing sales floor.
- Collaborated with alterations team to ensure timely completion of dress alterations, leading to satisfied customers and on-time weddings.
- Provided expert guidance on wedding dress styles, fabrics, and accessories, helping brides make informed decisions for their special day.
- Managed customer appointments efficiently, ensuring that each bride received ample time and attention during fittings.
- Maintained detailed client records with accurate measurements, preferences, and follow-up communication notes for seamless service delivery.
- Acted as a liaison between brides-to-be and store management regarding gown selection inquiries or concerns resulting in smoother communication channels throughout the entire process.
- Enhanced overall client experience by offering personalized recommendations for coordinating accessories and bridesmaid dresses, ensuring a cohesive bridal party look.
- Provided support during high-pressure situations such as last-minute gown alterations or emergencies, resulting in satisfied customers and positive feedback.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
Shift Manager
PAPA JOHN'S
08.2007 - 09.2012
- Managed employee schedules to ensure adequate coverage during peak hours, resulting in a smoother workflow.
- Promoted a positive work environment through open communication and constructive feedback.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Monitored inventory levels closely, maintaining optimal stock availability while minimizing waste and costs.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Played an essential role in achieving store goals through strategic planning alongside upper management during regular meetings.
- Supervised employees and oversaw quality compliance with company standards for food and services.
Education
Some College, EARLY CHILDHOOD EDUCATION -
Chattahoochee Technical College
Marietta, GASome College, Business -
Erie Community College
Buffalo, NY08.2019
DIPLOMA, Esthetics -
Aveda Institute
New York, NY05.2016
Skills
- Training Program Development
- Adult Learning Theory
- Continuous Improvement
- Team Building
- Training Delivery
- Performance Assessment
- Quality Assurance
- Coaching and Mentoring
- Employee Engagement
- Team Leadership
- Cross-functional Collaboration
- Training Needs Analysis
Certification
Property & Casualty License
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Team Building / Company RetreatsPaid time offCompany CultureWork-life balanceCareer advancementInterests
Meditation
Camping
Travel
Wineries
Reading
Movies
Nature
Timeline
Global Customer Happiness Training Specialist
Athletic Greens
10.2022 - Current
Senior Training Specialist & Employee Experience Leader
Wayfair
09.2021 - Current
Training & Content Manager
Storage Post
05.2021 - 09.2021
New Hire Sales Trainer
GEICO Call Center
01.2020 - 05.2021
Lead Quality Assurance Analyst
GEICO Call Center
01.2019 - 01.2020
Insurance Sales Agent
GEICO Call Center
01.2018 - 01.2019
Esthetician
MASSAGE SUITE & SPA
07.2017 - 01.2018
Esthetician
MASSAGE ENVY
02.2016 - 07.2017
Assistant Sales Manager
THEY CALL IT PUPPY LOVE
11.2013 - 01.2016
Wedding Sales Consultant
DAVID'S BRIDAL
10.2012 - 10.2013
Shift Manager
PAPA JOHN'S
08.2007 - 09.2012
Some College, EARLY CHILDHOOD EDUCATION -
Chattahoochee Technical College
Some College, Business -
Erie Community College
DIPLOMA, Esthetics -
Aveda Institute
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