Hi, I’m
Caitlin Schneider
Northfield,MN
Don't adapt to the energy in the room. Influence the energy in the room.
Summary
Encouraging leader and problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance.
Overview
6
years of professional experience
Work History
Gemini Sign ProductsCannon Falls, MN
Customer Experience Training Supervisor
02.2022 - Current
Job overview
- Manage and develop 7 direct reports, customer service trainers
- Delegate tasks to trainers to enhance onboarding and continued education in Articulate and Cornerstone
- Delegated tasks to exist support team members and used cloud-based tools to help solve complex business issues.
- Collaborate with product management on product training and updates for internal reps
- Partner with marketing on external and internal communications in addition to launching digitalization tools
- Implemented onboarding procedures in production by partnering with HR
- Provide training and development tools to customer service such as physical sample boards to help understand products
- Proposed and implemented recruitment and retaining plan that successfully made customer service reduce turnover
- Implemented monthly training team newsletter to communicate successes
- Organized and developed onboarding documents and schedules using Microsoft Sharepoint tools
- Created onboarding training resources using Canva such as orientation documentation that focuses on adult learning
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution
- Communicated quarterly training strategies to leaders to gain support for training initiatives and growth
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values
- Supported leaders with change management on digital efforts
Gemini Sign ProductsCannon Falls, MN
Continuous Education Trainer
10.2020 - 02.2022
Job overview
- Implemented mentorship programs for leadership and sales teams
- Partnered with other trainers to create, organize, and implement successful onboarding programs
- Coached and developed customer experience teams using digital training through Cornerstone and in-person training
- Maintained accurate records of new hires progress in training curriculums
- Proposed and implemented needs for project management using Monday.com
- Improved behavior by modeling positive choices and teaching socially-acceptable options.
- A liaison for internal representatives and customers to resolve conflict, clarify expectations & provide solutions
- Onboarded over 60+ customer service representatives in 2020-2021
- Educated leadership and employees on product updates, process changes, and customer service etiquette
- Updated training curriculums into Articulate and Cornerstone to enhance virtual training and development
- Utilized technology to create meaningful lessons that engage students.
- Optimized sales processes and created efficiencies to minimize total quality errors
- Partnered with leaders across to implement changes and communicate expectations for product and pricing
- Coordinated regular meetings to share and analyze new hire performance data and success plans with supervisors and managers
- Implemented behavior management plans to improve employees' behaviors
- Facilitated small group instruction to address individual learning needs
- Provided professional development training to educate internal reps on personal and professional development
Gemini Sign ProductsCannon Falls, MN
Trade Show Specialist
02.2019 - 10.2020
Job overview
- Reserved booth space for shows, coordinated logistics, badges for attendees, utilities, travel arrangements, packing booth and product
- Wrote engaging and successful marketing, advertising, and website copy
- Attended multiple shows, gaining experience in booth set up/tear down and working shows
- Collaborated with cross-functional teams to develop and implement market research strategies.
- Worked with customers at shows to introduce and sell new products to grow their business
- Organized and created sample programs to assist with selling products for fields reps and customer service
- Partnered with marketing, production, and product management to ensure sample programs had correct assets
- Developed questionnaires and facilitated focus group discussions
- Worked with 30+ sign associations to grow relationships and gain new customers
- Created customized marketing materials to increase product awareness
- Generated reports to supported development and implementation of marketing plans
Gemini Sign ProductsCannon Falls, MN
Inside Sales Customer Service Representative
10.2016 - 02.2019
Job overview
- Consulted with 40-60 customers daily
- Product expert for 10+ product categories in addition to staying on top of product updates
- Resolution team member to process customer issues or warranties due to skills & knowledge
- Continuously worked with other departments to communicate order changes
- Investigated and resolved customer inquiries and complaints quickly
- Provided primary customer support to internal and external customers
- Cross-trained and backed up other customer service representatives
- Trained staff on operating procedures and company services
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Managed timely and effective replacement of damaged or missing products
- Answered customer telephone calls promptly to avoid on-hold wait times
- Used consultative sales approaches to assist customers while purchasing products for their projects
- Assigned to certain customer accounts to focus on growing their business by 20% each year
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisors
- Processed customer service orders promptly to increase customer satisfaction
- Participated in team meetings and training sessions to stay informed about product updates and changes
Education
Saint Mary's University of Minnesota, Winona, MN
Master of Arts from Organizational Leadership
05.2022
Saint Mary's University of Minnesota, Winona, MN
Bachelor of Arts from Human Resources Management
12.2019
Skills
- Training Programs
- Engagement Strategy Development
- Motivational Leadership
- Planning and Coordination
- Curriculum Creation
- Clear Verbal Communication
- Online Training
- New Hire Orientation
- Employee Relationships
- Continuous Improvement
- Change Management Process
- Supervisory experience
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Training Supervisor
Gemini Sign Products
02.2022 - Current
Continuous Education Trainer
Gemini Sign Products
10.2020 - 02.2022
Trade Show Specialist
Gemini Sign Products
02.2019 - 10.2020
Inside Sales Customer Service Representative
Gemini Sign Products
10.2016 - 02.2019
Saint Mary's University of Minnesota
Master of Arts from Organizational Leadership
Saint Mary's University of Minnesota
Bachelor of Arts from Human Resources Management
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