Ronalda Brashear
Forest Hill,USA
Summary
Training professional with extensive leadership experience in employee development, process and productivity improvements, and performance management. A proactive training and development leader offering high-level emotional intelligence and over 15 years of identifying, evaluating, and implementing solutions. Skilled in facilitating both in-person and virtual training sessions.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Experience Training and Development Lead
GM Financial
08.2022 - Current
- Facilitate training for new team members on company operations, policies, and procedures
- Assess new employee skills and strengths to provide customized training
- Evaluate success of training programs and recommend improvements to upper management to enhance effectiveness
- Provide recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Amend training methods to diversify instruction, strengthen learning opportunities and enhance program success
- Facilitate training for employees on new procedures, updated policies, and compliance standards
- Increased customer satisfaction by actively seeking feedback from end-users and incorporating improvements
Training and Development Specialist
GM Financial
08.2020 - 08.2022
- Coordinated and facilitated the onboarding of approximately 400 Customer Experience leaders and team members on Genesys Cloud platform.
- Gathered data about course success and participant experiences to help with future course planning.
- Evaluated success of training programs and recommend improvements to upper management to enhance effectiveness.
- Assessed skill gaps for employees in Customer Experience and develop training courses to meet identified needs.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
- Worked with management to identify, plan, align and address training needs.
- Trained new personnel hired to fulfill various roles.
- Worked with business leaders to identify, plan, align and address training needs.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
Team Leader II
GM Financial
09.2019 - 08.2020
- Established performance and service goals and held associates accountable for individual performance.
- Developed new employees and on-going performance assessment of current employees.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Motivated employees to success and pointed out areas of improvement, which bolstered efficiency rates.
- Educated staff on strategies for handling difficult customers and challenging situations.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Customer Experience Team Leader
GM Financial
06.2017 - 09.2019
- Responded to team support questions in a timely manner to maintain call center efficiency.
- Motivated employees to increase productivity and maximize service quality with a hands-on leadership style.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Recognized and rewarded outstanding work performance to create a positive and collaborative customer service culture.
- Determined team quality assurance benchmarks and set standards for improvement.
Education
Bachelor of Science - Organizational Leadership
East Texas A&M University
Commerce, TXAssociate of Applied Science - Business Management
Tarrant County Community College
Arlington, TX05.2016
Skills
- Genesys Cloud
- Targeted Selection Interview Skills
- Kronos
- Auto-Suite/ Auto-Finance/Default Manager
- Virtual Learning Management
- Course Materials Development
- Coaching and Development
- Quality Assurance
- MS Office
- Decision-Making
- Dependable and Responsible
Certification
- Management I
- Management II
- Certified Six Sigma Yellow Belt
- Certified Six Sigma White Belt
Timeline
Customer Experience Training and Development Lead
GM Financial
08.2022 - Current
Training and Development Specialist
GM Financial
08.2020 - 08.2022
Team Leader II
GM Financial
09.2019 - 08.2020
Customer Experience Team Leader
GM Financial
06.2017 - 09.2019
Bachelor of Science - Organizational Leadership
East Texas A&M University
Associate of Applied Science - Business Management
Tarrant County Community College
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