Chester Johnson
Tampa,FL
Summary
Accomplished Development Manager with innovative leadership style and expertise in brand positioning strategies. Outstanding sales and marketing talents to manage product-related budgets. Great influencing and communication strengths. Enthusiastic training professional successful at developing training plans and supplementary materials to help students excel. Works under strict deadlines and makes independent judgments about effectiveness of training. Comfortable with remote training technology and methodologies.
Overview
17
17
years of professional experience
Work History
Learning and Development Manager
OneTouch Direct
08.2023 - Current
- Collaborated with department heads to identify skill gaps and develop targeted training solutions.
- Evaluated effectiveness of training programs using key performance indicators and adjusted content as needed.
- Aligned organizational goals with individual performance objectives through effective coaching and feedback sessions.
- Boosted employee engagement levels by creating an inclusive learning environment that encouraged open dialogue and knowledge sharing.
Trainer
OneTouch Direct
08.2022 - 08.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Analyzed team performance and identified opportunities for additional training.
- Tracked attendance and evaluated progress for assigned trainees.
Trainer Assistant
T-Mobile
03.2020 - 07.2022
- Assisted lead trainer in developing customized training materials for different learning styles and needs.
- Contributed to the improvement of overall training programs by gathering participant feedback and implementing necessary changes.
- Served as a reliable resource for trainees seeking additional information or clarification on course topics outside of scheduled sessions.
- Promoted a culture of continuous learning by encouraging trainees to reflect on their experiences and apply newfound knowledge to real-world situations.
Workforce Real Time Analyst
T-Mobile
04.2012 - 03.2020
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Optimized schedules, forecasts and other tools to present to management.
Customer Service Representative
T-Mobile
03.2007 - 04.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Associate of Arts - Communications
Abilene Christian University
Abilene, TXSkills
Adaptive Learning
E-learning development
Instructional Strategies
Organizational Development
Training delivery
Classroom Management
Employee presentations
Curriculum Planning
Cross-Functional Team Development
Analytical mindset
Instructional Design
Customer Service
Timeline
Learning and Development Manager
OneTouch Direct
08.2023 - Current
Trainer
OneTouch Direct
08.2022 - 08.2023
Trainer Assistant
T-Mobile
03.2020 - 07.2022
Workforce Real Time Analyst
T-Mobile
04.2012 - 03.2020
Customer Service Representative
T-Mobile
03.2007 - 04.2012
Associate of Arts - Communications
Abilene Christian University