Cenitra Aaron
Madison
Summary
Dynamic Learning and Development Specialist with a proven track record at Kelly Services, excelling in training program development and team leadership. Adept at coaching and mentoring, I enhance employee performance through tailored learning initiatives. Proficient in Microsoft Excel, I leverage data analysis to drive continuous improvement and foster a culture of excellence.
Overview
10
10
years of professional experience
Work History
Learning and Development Specialist
Kelly Services
Troy
08.2023 - 08.2025
- Provided individual coaching support when needed based on identified areas of improvement.
- Developed and facilitated learning programs to ensure the professional development of employees.
- Collaborated with management to assess training needs and skill gaps.
- Managed the Learning Management System including user profiles, course catalogs and reporting functions.
- Assisted in creating a culture of continuous learning by providing guidance on best practices in adult education principles.
- Created lesson plans, course materials, job aids, presentations, videos and other resources for learning activities.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
Training Team Lead
Kelly Services
Troy
06.2020 - 10.2024
- Managed workflow processes to enhance team efficiency and productivity.
- Implemented training programs to improve team skills and knowledge base.
- Developed standard operating procedures to ensure consistency in operations.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Monitored team progress and enforced deadlines.
- Ensured compliance with company policies and procedures throughout the team.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Offered training and support to keep team members motivated and working toward objectives.
Quality Coach
Kelly Services
Troy
01.2018 - 06.2020
- Facilitated training sessions for staff to enhance quality assurance practices.
- Monitored compliance with quality standards in service delivery processes.
- Collaborated with teams to identify areas for process enhancement and training needs.
- Conducted audits to ensure adherence to company policies and procedures.
- Analyzed performance data to recommend improvements in service efficiency.
- Provided coaching and support to team members on best practices in quality management.
Customer Service Representative
Kelly Services
Troy
08.2017 - 02.2018
- Processed service requests and resolved billing issues efficiently.
- Educated customers on equipment setup and usage for optimal service experience.
- Collaborated with team members to handle high call volumes during peak times.
- Documented customer interactions accurately in the company database.
- Maintained knowledge of promotions and product offerings to inform customers.
- Handled escalated customer complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Customer Service Representative
DIRECTV
Huntsville
11.2015 - 07.2017
- Assisted customers with inquiries about DIRECTV services and features.
- Handled inbound phone calls efficiently, addressing customer needs promptly.
- Executed sales strategies to enhance service uptake.
- Typed 45 words per minute, ensuring accurate documentation of customer interactions.
- Processed service requests and resolved billing issues efficiently.
- Educated customers on equipment setup and usage for optimal service experience.
- Documented customer interactions accurately in the company database.
- Provided technical support for satellite television systems and streaming services.
Education
Associates in Paralegal Studies -
Herzing University
Birmingham, AL10-2017
High School Diploma -
Douglas Byrd High School
Fayetteville, NC06.1994
Skills
- Written and verbal communication
- Coaching and mentoring
- Training program development
- Typing speed of 50 words per minute
- Microsoft Word 360 proficiency
- Interviewing and onboarding practices
- Customer service experience
- Quality assurance
Timeline
Learning and Development Specialist
Kelly Services
08.2023 - 08.2025
Training Team Lead
Kelly Services
06.2020 - 10.2024
Quality Coach
Kelly Services
01.2018 - 06.2020
Customer Service Representative
Kelly Services
08.2017 - 02.2018
Customer Service Representative
DIRECTV
11.2015 - 07.2017
Associates in Paralegal Studies -
Herzing University
High School Diploma -
Douglas Byrd High School