CLAIRA BANNER
LAKELAND,FL
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Skilled at operating departments efficiently to meet goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Fan Happiness Manager
Gametime United
01.2021 - Current
- Coaching representatives to ensure they meet required KPIs
- Meeting with associates weekly to review quality and performance metrics
- Work closely with partner departments (Quality, Trust and Safety, Product, and Training)
- Provide and create supplemental training as necessary
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
Trainer/Manager
Sykes, Foundever, Simplisafe and AT&T
01.2014 - 01.2021
- Onboard and train new hire employees
- Manage and coach new hires through the nesting period
- Manage and train classes of up to 30 representatives
- Quality and development of former new hire agents after the transitional training is complete
- Coaching representatives to ensure they meet required KPIs
Wait staff/Hostess
Buffalo Wild Wings
01.2013 - 01.2014
- Greet, welcome, and seat customers
- Provide excellent customer service through daily interactions and establishing regular customers
- Collaborated with restaurant staff to efficiently prepare and deliver food to patrons in a timely manner throughout the shift
- Work under high pressure fast-paced environment
- Trained new employees on proper company protocol and POS systems
Education
Associate’s Degree - Incomplete
Polk State Community College
2013
Skills
- KPI Management
- Mentoring
- Coaching and Training
- Customer Relationship Management
- Project Management
- Verbal and Written Communication
- Complex Problem-Solving
- Process Evaluation and Enhancement
- Adult Learning Theories
- Workflow Process Improvement
- New Hire Onboarding
- Adaptability and Flexibility
- New Hire Training
- Develop Training Programs
Certification
Sykes Certification (2018) – This certification teaches the individual how to identify adult learning styles and modify guided learning to fit the individual needs of each learner along with having accountability conversations.
AT&T Trainer Certification (2015 and 2019) – This certification teaches the individual how to identify adult learning styles and all different facilitation techniques, along with properly training using the experiential learning template.
Additional Information
Systems Knowledge:
- Google Docs, Drive, Sheets, Forms, Slides
- Excel
- Sharepoint
- Absorb LMS
- Microsoft Office
Use of multiple CRM systems, and telephony systems:
- AWS
- Purecloud
- Avaya
- Kustomer
- MaestroQA
- Salesforce
Timeline
Fan Happiness Manager
Gametime United
01.2021 - Current
Trainer/Manager
Sykes, Foundever, Simplisafe and AT&T
01.2014 - 01.2021
Wait staff/Hostess
Buffalo Wild Wings
01.2013 - 01.2014
Associate’s Degree - Incomplete
Polk State Community College
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