Danielle Tenorio
Smithville,TX
Summary
Supportive Training and Development Team Lead offering 8 years of experience in educating professionals in customer service, technical support, and issue resolution. Expert in designing curricula and training programs aligning with clients' strategic goals, mission and vision while consistently pursuing opportunities to improve instructor delivery. Outstanding interpersonal communication and innovative teaching methods drive professional development for various individuals in diverse roles. Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
16
16
years of professional experience
Work History
Nesting Team Lead
Kelly Services, Apple
Smithville , TX
2018.11 - Current
- Alternates training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Evaluate success of training modules and recommend improvements to upper management to enhance effectiveness.
- Assess skill gaps for 20+ employees in multiple customer facing departments within the company and develop training courses to meet identified needs.
- Coordinate ongoing technical training and personal development classes for new employees.
- Review and edit all training materials for accuracy and company policy compliance.
- Implement new learning strategies depending upon employees' skill levels.
- Communicate all learning and performance objectives, schedules and training assessments to upper management.
- Lead daily, weekly and monthly coaching, counseling and feedback sessions.
- Perform quality observations and provide feedback to 15+ peer team leads.
- Research and obtain relevant course materials to achieve training objectives.
- Deliver wide variety of courses focused on cloud services, billing, technical support for iOS, MacOS, compliance, and customer service topics to enhance communication, team cohesion and group performance.
- Manage 20+ employee coaching, training and performance improvement actions.
- Apply adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
- Analyze effectiveness of training programs at all levels and recommend updates.
Trainer- T4
Kelly Services, Apple
Smithville , TX
2014.06 - 2018.11
- Adhered to class plan and deadline-oriented training schedule.
- Tracked attendance and progress against goals for each participant.
- Educated learners on at -home methods to reach and maintain goals, crafting plans for long-term success.
- Handled over 20 daily adult learner, switching between classes flawlessly and maintaining positive attitude.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Alternated training methods to diversify instruction, strengthen learning.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Perform quality evaluation observations and provided feedback on 15+ peer trainers.
- Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
- Trained staff during demonstrations, meetings, conferences and workshops.
- Delivered wide variety of courses focused on cloud services, billing, Technical support for iOS and MacOS. compliance and customer service topics to enhance communication, team cohesion and group performance.
Quality Analyst Specialist
Kelly Services, Apple
Smithville , TX
2013.05 - 2017.10
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
- Monitored inbound and outbound calls, chats, made by 40+ employees to provide constructive feedback during coaching.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training.
- Used keynote to create presentations, flowcharts and graphs to prepare for various meetings.
- Maintained knowledge of regulatory requirements.
- Partnered with management to create, develop and implement quality initiatives, resulting in higher customer satisfaction.
IOS Technical Advisor; T1, T2
Kelly Services, Apple
Smithville , TX
2010.05 - 2013.05
- Resolved service and technical problems for customers by asking clear and specific questions, and patiently walking customers through troubleshooting steps.
- Offered excellent customer service by actively listening to customers' needs and empathically discussing solutions.
- Managed 15+ call flow to respond to technical support needs of customers.
- Daily multi-tasked MacOS, iOS, and iLog/Core systems while providing service and resolving 10+ customer issues, questions, comments or concerns.
- Referred unresolved customer issues to site engineers for further investigation.
- Utilized hardware diagnostic tools to identify and solve variety of technical issues.
- Followed up with clients to verify optimal customer satisfaction, issue resolution, and technical support engagement.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
Education
University - Political Science
Texas A&M
College Station, TXCriminal Justice
Central Texas College
Killeen, TXSkills
- Written and oral communication
- Advisor training and development
- Excellent Customer Service
- Excellent time management skills
- Problem solving
- Exceptional interpersonal communication
- Team Building
- Technical Support
- Quality Assurance
Timeline
Nesting Team Lead
Kelly Services, Apple
2018.11 - Current
Trainer- T4
Kelly Services, Apple
2014.06 - 2018.11
Quality Analyst Specialist
Kelly Services, Apple
2013.05 - 2017.10
IOS Technical Advisor; T1, T2
Kelly Services, Apple
2010.05 - 2013.05
University - Political Science
Texas A&M
Criminal Justice
Central Texas College
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