Summary
Overview
Work History
Education
Skills
Timeline
Generic

Cassandra Stubbs-Crafton

Hollywood,FL

Summary

Learning Performance Specialists in Global Learning & Knowledge Management (GLKM) delivery team in Sunrise, FL. In my fourteen years with the Blue Box- the

Learning & Performance Specialist role enables me to demonstrate my passion to serve to both my internal and external customers. Dedicated and skilled professional with a strong ability to communicate and connect with employees at all levels. Seeking a challenging role that allows me to leverage my expertise in synthesizing information, analyzing data, and promoting diversity, equity, and inclusion, while implementing process improvements.

Overview

10
10
years of professional experience

Work History

Learning Performance Specialist

American Express
11.2017 - Current
  • Ability to translate wide variety of material and content into fully actionable and effective learning program, activity or event.
  • Deliver classroom and blended programs that add value to the learner and their business area.
  • Responsible for targeted balanced coaching and on-the-job reinforcement activities to drive Apprentice speed to proficiency.
  • Key accountability for managing Apprentice performance to achieve pre-defined performance goals by applying a systematic approach to improve current performance, identify gaps between existing and required performance, analyze the causes and factors that limit performance and implement learning solutions that focus on and deliver results.
  • Remain abreast of trends and development in adult education, e-learning and technology supported training.
  • Provide weekly performance updates to Line of Business leaders with confidence and credibility.
  • In conjunction with immediate leader, evaluate training delivery effectiveness on an on-going basis to make recommendations for improvement.
  • Collaborated with stakeholders to identify business needs and data sources.

Interim Team Leader

American Express
05.2017 - 10.2017


  • Well developed coaching and performance management abilities
  • Highly motivated, self-starter with a high level of personal accountability able to manage multiple priorities with a sense of urgency
  • Strong analytical skills, able to translate multiple data points into clear performance trends for coaching discussions
  • Able to develop and maintain relationships across multiple audiences and to self-critique and manage with positive mindset.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.


Rotational Coach

American Express
02.2014 - 07.2017
  • Deliver tailored, inspirational and effective coaching to customer care professionals.
  • Hold regular sessions to observe individual performance and provide honest and actionable feedback through one-on-one sessions.
  • Lead by example, promoting blue box behaviors and encouraging an effective and positive work environment.
  • Challenge customer care professionals to 'raise the bar' and drive continuous improvement.
  • Encourage customer care professionals to own first resolution of service issues and provide the necessary coaching
  • Share coaching best practices with peers and Team leaders
  • Assist customer care professionals in providing resolution for complex servicing calls and resolving Card Member concerns with high levels of satisfaction
  • Collaborate with Team leaders, peers and leadership to analyze performance management data and identify opportunities to further drive CEN key performance metrics.
  • Collaborated with other coaches to create and execute game plans.
  • Utilized positive communication to encourage team and promote integrity and respect.

Education

Associate of Arts in Business Administration -

UNIVERSITY OF PHOENIX
Phoenix, Arizona
01.2022

Skills

  • Experienced in delivering comprehensive learning programs for both new hires and tenured employees
  • Proficient in facilitating onboarding processes for new partners/sites or programs
  • Skilled in coaching and mentoring new team members, providing guidance and support during their initial three months of tenure
  • Conducted classroom observations, offered valuable coaching and feedback, and facilitated debrief sessions to enhance performance
  • Capable of facilitating leadership training sessions to nurture leadership skills within organization
  • Actively contributed input to design and knowledge management teams for content maintenance and upgrades
  • Engaged in strategic work initiatives to drive organizational growth and success
  • Exceptional ability to communicate effectively and establish rapport with employees across all organizational levels, fostering collaboration and teamwork
  • Proactive and detail-oriented approach to problem-solving and project management, consistently delivering high-quality results
  • Strong written communication skills, demonstrated through professional documentation and reports
  • Deep commitment to diversity, equity, and inclusion, advocating for inclusive workplace practices

Timeline

Learning Performance Specialist

American Express
11.2017 - Current

Interim Team Leader

American Express
05.2017 - 10.2017

Rotational Coach

American Express
02.2014 - 07.2017

Associate of Arts in Business Administration -

UNIVERSITY OF PHOENIX

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Cassandra Stubbs-Crafton