Dawn Contreras
Broomfield,CO
Summary
Results-driven training professional with strong focus on empowering individuals through skill development and career guidance. Expertise in designing and implementing training programs and facilitation. Known for effective collaboration in team environments and adaptability to changing needs, ensuring consistent and impactful outcomes. Strong communication, organizational, and interpersonal skills, fostering positive learning experiences and achieving desired results.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Employment Training Specialist
Bright Horizons
Broomfield, CO
06.2023 - 01.2026
- Developed and implemented training programs to enhance employee skills and career advancement.
- Assessed individual training needs based on performance evaluations and career goals.
- Facilitated workshops and seminars to promote professional development and team collaboration.
- Collaborated with management to design onboarding processes for new hires, ensuring smooth transitions.
- Evaluated training effectiveness through feedback surveys and performance metrics analysis.
- Streamlined training materials to improve clarity and accessibility for diverse learning styles.
- Evaluated participants'' progress and adjusted training methods accordingly for optimal results.
- Optimized program success by regularly reviewing course content for accuracy, relevance, consistency, making updates as necessary.
- Tracked and reported on training requirements, completion and status.
- Gathered feedback on training success and made recommendations to improve training.
- Helped senior management build learning and development strategies focused on specific organizational needs.
- Delivered in-house training sessions to existing employees to roll out new processes, rules and technologies.
- Reached out to managers and team leaders to source requirements for training and identify needs.
- Prepared and updated training handouts, manuals and digital tutorials.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
Customer Care Specialist
Bright Horizons
Broomfield, CO
12.2021 - 06.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Verified accuracy of customer account information and updated when necessary.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Directed customers to appropriate departments for additional support.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated timely responses to online customer communication and researched complex issues.
- Requested escalation for unresolved issues.
Vault Teller
Moneytree, Inc.
Westminster, CO
04.2017 - 09.2018
- Balanced staff and vault at end of day and secured monies in accordance with established procedures.
- Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance.
- Performed vault, alarm and door duties to facilitate opening and closing of operations.
- Adhered to dual control processes and audited cash drawers to reduce losses due to accounting errors and employee theft.
- Greeted and welcomed customers with courteous and professional approach to drive prompt, accurate and efficient transactions.
- Reconciled branch reports and general ledger accounts to identify unusual transactions, fraud and accounting errors.
- Assigned and distributed workflow to support efficient and effective front line operations.
- Investigated staff out-of-balance conditions and instituted corrective procedures.
- Maintained, organized and stocked teller window areas.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Executed wire transfers, stop payments and account transfers.
- Calculated fees due, interest and change for customer transactions.
Retail Sales Associate
Service Systems Associates (KM Concessions) - Denver Zoo
Denver, CO
04.2017 - 01.2018
- Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Developed promotional displays and merchandising strategies that increased product visibility and sales volume.
- Trained new associates on cash register operations, conducting customer transactions and balancing drawer.
- Logged reports, expenses, receipts and sales documents into digital database.
- Supported loss prevention goals by monitoring shopper behavior.
Retail Sales Associate
AT&T
Broomfield, CO
01.2011 - 01.2017
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Operated point-of-sale systems efficiently, ensuring accurate transactions and cash handling.
- Maintained product displays, enhancing visual appeal to drive sales and increase customer engagement.
- Collaborated with team members to optimize inventory management and reduce stock discrepancies.
- Trained new associates on operational procedures and customer service standards to improve team performance.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
Education
High School Diploma -
EC Glass High School
Lynchburg, VA06-2001
Bachelor of Science - Psychology
Boyce College
Louisville05-2008
Master of Science - Human Resources Management
Capella University
03-2025
Skills
- Training facilitation
- Soft skills training
- Training needs analysis
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Excellent communication
- Organizational skills
- Clear communication
- Training program development
Certification
Employee Engagement Certification that resulted in 3 Professional Development Credits recognized by the Society of Human Resource Management
Canva Certified
Timeline
Employment Training Specialist
Bright Horizons
06.2023 - 01.2026
Customer Care Specialist
Bright Horizons
12.2021 - 06.2023
Vault Teller
Moneytree, Inc.
04.2017 - 09.2018
Retail Sales Associate
Service Systems Associates (KM Concessions) - Denver Zoo
04.2017 - 01.2018
Retail Sales Associate
AT&T
01.2011 - 01.2017
High School Diploma -
EC Glass High School
Bachelor of Science - Psychology
Boyce College
Master of Science - Human Resources Management
Capella University