Charnelle Richardson
Lewis Center,OH
Summary
Experienced Learning and Development professional with a strong background in instructional design, content management, and team leadership. Proven ability to build, execute, and enhance training programs, coupled with expertise in driving operational excellence and fostering a culture of high performance. Seeking an opportunity to contribute to Upstart Lending Operations' success through innovative learning strategies and effective content management.
Overview
12
12
years of professional experience
Work History
Associate Operations Manager
Upstart Loan Operations
09.2022 - Current
- Led team of 15 customer service representatives to consistently meet or exceed KPI, QA, and CSAT metrics resulting in 25% improvement in team performance over six months.
- Implemented cost saving initiatives that reduced expenses by 10%, resulting in annual savings of $50,000.
- Led high-productivity teams through targeted support and turnaround strategies increasing team productivity by 15%.
- Collaborated with stakeholders to develop and facilitate content for meetings
- Led Communication and Media Engagements team, driving cross-functional initiatives for increased team engagement
- Spearheaded department-wide team events.
Associate Training Manager
Upstart Loan Operations
07.2021 - 09.2022
- Reduced onboarding time for new hires by 15% enabling them to become productive team members faster
- Enhanced effectiveness of training programs, leading to 15% increase in employee performance scores and 10% decrease in error rates.
- Launched Operations Overview program which increased foundational knowledge to new operations employees allowing for 25% increase in knowledge retention
- Partnered with stakeholders to design training initiatives aligned with organizational needs contributing to 20% increase in team proficiency.
- Utilized data-driven insights to assess training effectiveness and create continuous improvement plans.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
Sr Operations Trainer
Upstart Loan Operations
09.2019 - 05.2021
- Facilitated training classes, adapting to in-person and virtual formats ,ensuring successful interpretation and integration
- Pioneered virtual e-learning programs during COVID-19 pandemic
- Improved training materials for better facilitation and comprehension
- Contributed to training materials development and maintenance.
Payments Associate
Upstart Loan Operations
05.2019 - 09.2019
- Provided exceptional customer service through inbound/outbound calls while handling over 30 calls per day.
- Addressed inquiries about payments, credit reporting, payoff, and hardships.
Clinique Consultant
Ulta Beauty
02.2018 - 05.2019
- Managed sales, inventory, and marketing for Clinique in-store boutique
- Achieved 50% increase in sales through product education and client engagement
- Collaborated with brand representatives for strategic marketing partnerships.
Assistant Manager
Torrid
03.2014 - 05.2016
- Assisted with store operations, meeting sales targets, and maintainingexceptional customer service
- Recruited, trained, and developed high-performing employees.
Customer Retention Advocate
Alliance Data
07.2011 - 05.2015
- Collected on delinquent accounts, adhering to quality and productivity guidelines
- Completed 6-month Team Lead internship.
Education
Bachelor of Arts - Strategic Communications
The Ohio State University
Columbus, OH08.2016
Skills
- Operational Efficiency
- Staff Meetings
- Security Assurance
- Compliance Monitoring
- Improve Performance
- Strategic Vision
- Data Communications
- Operations Management
- Operational Excellence
- Learning Strategies
- Performance Measurement
- Cross-Functional Team Development
Additional Information
- President/Lead, African American Employee Network, Upstart Loan Operations
- Communications Coordinator, Black Retail Action Group, The Ohio State University
- Social Media Manager, Black Advertising and Strategic Communication Association, The Ohio State University
- Event Coordinator, Heart of it All Fashion, The Ohio State University
Timeline
Associate Operations Manager
Upstart Loan Operations
09.2022 - Current
Associate Training Manager
Upstart Loan Operations
07.2021 - 09.2022
Sr Operations Trainer
Upstart Loan Operations
09.2019 - 05.2021
Payments Associate
Upstart Loan Operations
05.2019 - 09.2019
Clinique Consultant
Ulta Beauty
02.2018 - 05.2019
Assistant Manager
Torrid
03.2014 - 05.2016
Customer Retention Advocate
Alliance Data
07.2011 - 05.2015
Bachelor of Arts - Strategic Communications
The Ohio State University
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