Courtney Richards
Flowery Branch,GA
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Training Manager
Goldschmitt and Associates LLC
11.2023 - Current
- Lead and oversaw a group of highly skilled trainers
- Oversaw the training and development of over 200 contact center agents
- Developed and implemented a comprehensive training program to increase employee productivity and morale
- Monitored and evaluated training performance to determine quality and effectiveness
- Cross-trained existing employees to maximize team performance
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Streamlined workflow processes to maximize efficiency within the contact center operations
- Reviewed and maintained the contact center script, to streamline resources and enhance operational efficiency
Contact Center Trainer
Turn2Partners
01.2022 - 11.2023
- Oversaw onboarding training for over 300 new hires
- Mentored aspiring trainers within the contact center, preparing them for successful careers in training and development roles
- Conducted regular assessments of trainee progress, providing constructive feedback and targeted coaching to drive improvement
- Instructed agents on industry regulations, compliance requirements, and company policies, mitigating potential risks associated with non-compliance incidents
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions
- Provided coaching and mentoring to employees.
- Developed lesson plans, instructional materials, and written practice tests for onboarding and continued learning training
Contact Center Manager
Turn2Partners
09.2021 - 01.2022
- Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets
- Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery
- Analyzed key performance metrics to identify areas of improvement and implement targeted action plans
- Established a positive work environment by promoting open communication, teamwork, and employee recognition initiatives
- Managed a team of approximately 25 customer service representatives, ensuring top-notch service delivery to customers
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
General Manager
Papa Johns (MLM Ventures)
08.2019 - 09.2021
- Spearheaded a team of over 30 individuals for the opening of a new restaurant that exceeded breakeven in its first month of opening and delivered an increase in profits by up to 56% within the first quarter from start-up
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Recognized for leadership capabilities by ensuring consecutive record sales and by championing overall employee productivity through effective employee scheduling and reducing food costs with labor by 10%
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within the restaurant
- Set clear expectations and created a positive working environment for employees
- Reduced employee turnover by fostering a positive work environment
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately
- Enhanced customer satisfaction through consistent delivery of high-quality food and service
- Oversaw facility maintenance, ensuring a clean, safe, and inviting atmosphere for patrons
- Created and updated regular inventory reports and records
Education
BBA - Business Management
Western Governors University
Salt Lake City, UTSkills
- New hire on-boarding and training
- Program Optimization
- Coaching and Mentoring
- Operations Management
- Problem-Solving
- Customer Service
- Staff Training
- Staff Management
- Planning and Implementation
- Project Management
- Performance monitoring
- Interpersonal Communication
Timeline
Training Manager
Goldschmitt and Associates LLC
11.2023 - Current
Contact Center Trainer
Turn2Partners
01.2022 - 11.2023
Contact Center Manager
Turn2Partners
09.2021 - 01.2022
General Manager
Papa Johns (MLM Ventures)
08.2019 - 09.2021
BBA - Business Management
Western Governors University
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