Dalyla Mallory
Chester,VA
Summary
Dynamic training and operations leader with over 10 years of experience in talent development, LMS workflow management, and facilitating impactful training programs that enhance organizational performance. Proven expertise in instructional support, compliance tracking, and employee development within fast-paced environments, driving continuous improvement and operational excellence. Skilled in leveraging innovative training methodologies to foster a culture of learning and growth. Committed to empowering teams to achieve their full potential while aligning training initiatives with strategic business goals.
Overview
14
14
years of professional experience
Work History
Team Manager
TTEC @ Home
Englewood, CO
12.2016 - 07.2025
- Developed and facilitated ongoing training, coaching, and performance development sessions.
- Managed LMS reporting, compliance tracking, and operational training workflows.
- Troubleshot technical and workflow issues, escalating system errors as needed.
- Created job aids, documentation, and instructional support materials.
- Improved team productivity by 25% through optimized training processes.
- Led team in achieving operational goals through effective communication and performance management.
- Developed training programs to enhance team skills and improve service delivery.
Operations Manager
TeleTech
Hopkinsville, KY
02.2013 - 11.2016
- Led onboarding, training, and staff assessments across multiple functional teams.
- Conducted needs assessments and learning gap analyses to optimize development.
- Developed structured training materials and delivered employee workshops.
- Supported LMS reporting and compliance requirements.
- Streamlined operational processes to enhance efficiency and reduce costs.
- Led cross-functional teams to implement strategic initiatives, improving service delivery.
- Analyzed performance metrics to identify areas for continuous improvement in operations.
- Facilitated communication between departments to enhance operational synergy and workflow efficiency.
Customer Service Representative / Escalation Mentor
Sitel
Augusta, GA
10.2011 - 12.2012
- Facilitated new-hire training cycles and delivered performance reviews.
- Provided coaching on technical systems, customer service, and compliance procedures.
- Delivered small-group instructional sessions focused on skill development.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed customer accounts, ensuring accurate information and timely updates.
- Collaborated with team members to streamline service processes and enhance efficiency.
Customer Service Manager
Walmart Supercenter
Augusta, GA
10.2011 - 12.2012
- Led customer service team, ensuring high satisfaction through effective problem resolution and support.
- Developed training programs for staff, enhancing product knowledge and service delivery.
- Analyzed customer feedback to identify trends and drive enhancements in service practices.
- Oversaw daily operations, managing staffing levels to optimize service during peak hours.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Education
Bachelor of Business Administration (BBA) - Project Management
American Intercontinental University
09-2010
Skills
- Learning Management System (LMS) Administration
- Training Facilitation & New Hire Orientation
- Instructional Support & Training Materials Creation
- Compliance Tracking & Reporting
- Organizational Development Support
- Microsoft Office (Word, Excel, PowerPoint, Outlook)
- Performance Coaching & Staff Development
- Time Management, Communication & Problem Solving
- Staff development
- Customer focus
- Employee scheduling
Timeline
Team Manager
TTEC @ Home
12.2016 - 07.2025
Operations Manager
TeleTech
02.2013 - 11.2016
Customer Service Representative / Escalation Mentor
Sitel
10.2011 - 12.2012
Customer Service Manager
Walmart Supercenter
10.2011 - 12.2012
Bachelor of Business Administration (BBA) - Project Management
American Intercontinental University