Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Ciara Leonard-Banks

Cleveland,OH

Summary

I am looking to continue to grow within the company as well as help the company grow by providing multiple years of customer service, supervisory, as well as management experience. With a passion for human interaction in any setting, I can easily adapt when needed to in order to better assist with personal and professional development. I'm an experienced training professional with a motivational style and positive attitude. Adept at engaging students with the material by incorporating different technologies, materials and aids. Proven skills in organizing, multitasking and resolving conflicts.

Overview

12
12
years of professional experience

Work History

Sr. Trainer

Progressive
07.2022 - Current
  • Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
  • Evaluated training needs to improve training quality.
  • Provided virtual training and online presentations.
  • Mentored newer trainers, fostering professional growth and enhancing overall team capabilities.
  • Provided coaching and mentoring to employees.
  • Partnered with instructors to consistently increase comprehension amongst participants.

Trainer

Progressive Insurance
06.2019 - 07.2022
  • Teaching in class and in virtual environments to increase learning opportunities.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Tracked attendance and progress against goals for each participant.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
  • Gathered and organized supplementary material to support structured lessons.
  • Developed new hires, resulting in development and increased productivity.

Customer Care Specialist

Progressive Insurance
10.2014 - 06.2019
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Utilized exceptional communication to connect with customers, assess needs and present solutions.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Entered customer interaction details in OWB software to track requests, document problems and record solutions offered.

Store Manager

LoanMax Title Loans
07.2012 - 10.2014
  • Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
  • Completed all point of sale opening and closing procedures, including counting contents of cash register.
  • Managed all aspects of store operations, including organization, maintenance and purchasing functions.
  • Oversaw employee scheduling to guide operations and secure adequate staffing coverage for busy periods.

Education

Some College (No Degree) - Nursing, General Education

Cuyahoga Community College
Cleveland, OH

St.Charles West
Saint Charles, MO
2005

Skills

  • Data organization
  • Problem resolution
  • Customer service
  • Team building
  • Supervision
  • Team management
  • Online training experience
  • Training and mentoring
  • Lesson Planning
  • Training delivery

Accomplishments

  • Supervised team of 3-8 staff members.
  • Collaborated with a team in the development of new productsand offerings.
  • Documented and resolved customer issues with a focus on customer retention.
  • Repeatedly commended by superiors for excellent customer service.

Timeline

Sr. Trainer

Progressive
07.2022 - Current

Trainer

Progressive Insurance
06.2019 - 07.2022

Customer Care Specialist

Progressive Insurance
10.2014 - 06.2019

Store Manager

LoanMax Title Loans
07.2012 - 10.2014

Some College (No Degree) - Nursing, General Education

Cuyahoga Community College

St.Charles West

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Ciara Leonard-Banks