Brittney Lewis
Morenci,MI
Summary
Accomplished Technical Training Manager with a proven track record at Tactacam LLC, enhancing learning through innovative strategies and effective program implementation. Expert in needs assessment and learning management systems, with a flair for creativity and innovation. Significantly improved training outcomes, demonstrating a unique blend of technical proficiency and mentoring prowess.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Training Manager
Tactacam LLC
08.2023 - Current
- Designed and implemented technical documentation, training materials, and evaluation methods to align with company education objectives.
- Created customized curricula and courses tailored to organizational technology training requirements.
- Oversaw and prioritized training program, guiding over 50 new employees annually through orientation.
- Developed customer service training and assessment tools to enhance skill-building and support service processes.
- Combined traditional learning techniques with innovative technologies to deliver effective and engaging training solutions.
- Regularly updated and maintained training resources, including macros, articles, LMS courses, and websites, to ensure accuracy and relevance.
Curriculum Coordinator
Tactacam LLC
03.2023 - 08.2023
- Partnered with subject matter experts to evaluate and refine training tools, ensuring continuous improvement of learning platforms.
- Applied best practices in training and learning principles to design and develop impactful instructional materials.
- Produced high-quality training documentation, websites, and resources tailored to the needs of Customer Service Agents.
- Consistently reviewed and updated training content, including macros, articles, LMS courses, and websites, to maintain relevance and accuracy.
Customer Service Trainer
Tactacam LLC
09.2022 - 03.2023
- Conducted needs assessments to identify performance gaps and develop targeted learning solutions.
- Onboarded and trained over 50+ new hires, focusing on product knowledge, platform proficiency, phone etiquette, and related skills.
- Designed and delivered self-paced, web-based learning materials and led virtual training sessions for onboarding and professional development.
- Regularly updated training resources, including macros, articles, LMS courses, and websites, to ensure accuracy and relevance.
Senior Customer Service Agent
Tactacam LLC
05.2022 - 09.2022
- Addressed customer inquiries and resolved issues by applying company processes and policies, providing timely updates.
- Handled escalated unresolved or complex issues for further resolution.
- Trained new employees on call scripts, conflict resolution, and troubleshooting to enhance customer satisfaction.
- Communicated with clients via phone and in person to answer questions and handle complaints effectively.
- Consistently exceeded performance metrics in key areas of responsibility.
- Managed an average of 25 incoming calls daily and over 400 emails weekly.
Customer Service Representative
Tactacam LLC
08.2020 - 05.2022
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Consistently achieved and surpassed performance metrics related to job responsibilities.
- Managed approximately 30 incoming calls and over 400 emails per week from customers.
Warehouse Associate
Target Distribution Center
10.2019 - 08.2020
- Performed inventory control, such as counting, and stocking merchandise.
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel.
Education
High School Diploma -
Constantine High School
Constantine, MI05-2010
Skills
- Learning management systems
- Leadership
- Communication
- Training delivery
- Conflict Resolution
- Program implementation
- Creativity and innovation
- Management of company resources
- Coaching and mentoring
- Needs and Performance assessment
- Learning strategies
- Class development
Certification
- How to Design and Deliver Training Programs, LinkedIn Learning - November, 2024
Timeline
Technical Training Manager
Tactacam LLC
08.2023 - Current
Curriculum Coordinator
Tactacam LLC
03.2023 - 08.2023
Customer Service Trainer
Tactacam LLC
09.2022 - 03.2023
Senior Customer Service Agent
Tactacam LLC
05.2022 - 09.2022
Customer Service Representative
Tactacam LLC
08.2020 - 05.2022
Warehouse Associate
Target Distribution Center
10.2019 - 08.2020
- How to Design and Deliver Training Programs, LinkedIn Learning - November, 2024
High School Diploma -
Constantine High School
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