Summary
Overview
Work History
Education
Skills
Regional Training Manager of the 1st Quarter of 2024
Timeline
Generic
Deb Abel

Deb Abel

Peoria,AZ

Summary

Highly motivated and Loyal Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

20
20
years of professional experience

Work History

Manager, Training, Global

ResultsCX
08.2023 - Current
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • lead teams and measure individual performance
  • Motivates supervised staff to be productive and effective in achievement of assignments
  • Provides effective ongoing coaching, training, and development for supervised staff
  • Effectively counsels employees with difficulty in meeting expectations
  • Holds self and others accountable for measurable high-quality, timely, and cost effective results. Determines objectives, sets priorities, and delegates work. Accepts responsibility for mistakes.
  • Client Tracking, analyzing and reporting training effectiveness through agent life cycle performance: New Hire through Grad School
  • Create a governance process to ensure all Internal and Client compliance requirements, including but not limited to, certifications, Virtual environment, communications, and Training support
  • Conduct curriculum standards reviews and recommend necessary training intervention based on identified gaps
  • Support the development and certifications of Training staff by managing client certifications, trainer capacity needs, and internal ResultsCX Leadership development
  • Build lasting relationships with the client by attending and contributing to client meetings and calibration sessions, engaging in projects and ramp initiatives, among others
  • Partners with Operations, Talent Acquisition, Work Force Management to determine training needs and resources

Regional Training Manager

ResultsCX
08.2010 - 08.2023
  • People Leadership of Site Training Managers and subsequent trainers. This includes gathering data, planning, training observations, trainer and training manager development, and direct collaboration with account operations training, to include staffing, requisition, selection, onboarding, and certification processes.
  • Analyze and research data and information necessary to establish the specifics needed for root cause analysis for training attrition and ongoing training performance management. Create training bridge plans and governance steps for audits and compliance.
  • Scope the details of the project structure and end product along with needed resources and tools. Design the framework and engage with necessary functional areas for project approval prior to allocation of resources for development.

    Project manage product development and lead any testing, pilot initiatives, or training responsible elements of launch/movement projects.
  • Determine appropriate communication channels and delivery needs for launch and lead the official kick off of the project solution. Define and gain agreement on next steps for implementation and execution from the functional area receiving the solution.
  • Drive accountability to the implementation and execution plan within functional areas.

    Evaluate effectiveness, impacts, and progress post launch through qualitative and quantitative methods. Prepare and present reporting on these analysis and actionable steps.

    Drive continuous improvement and partnership back into the project solution to further enhance the desired results and experience.

Trainer

ResultsCX
01.2005 - 01.2010
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.

Education

High School Diploma -

Lockport High School
Lockport, NY
06.1988

Skills

  • Team Leadership
  • Time Management
  • Verbal and written communication
  • Complex Problem-Solving
  • Staff Training and Development
  • Staff Management
  • Cross-Functional Teamwork
  • Performance Management
  • Staff Development
  • Policy Implementation
  • Performance Evaluations
  • Key Performance Indicators
  • Expectation setting
  • Teamwork and Collaboration
  • Customer Service
  • Decision-Making
  • Computer Skills
  • Effective Communication
  • Problem Resolution
  • Adaptability and Flexibility
  • Positive Attitude
  • Attention to Detail
  • Multitasking
  • Multitasking Abilities
  • Excellent Communication
  • Organizational Skills
  • Team Development
  • Hiring and Training
  • Training and Development
  • Employee Coaching and Mentoring
  • Goal Setting
  • Professional and Courteous
  • Documentation And Reporting
  • Relationship Building
  • MS Office
  • Good Judgment
  • Active Listening
  • Interpersonal Relations
  • Employee Development
  • Self Motivation
  • Administration and Reporting
  • Adaptability
  • Reliability
  • Performance reviewing
  • Team building
  • Analytical Thinking
  • Problem-solving abilities
  • Analytical Skills
  • Task Prioritization
  • Professionalism

Regional Training Manager of the 1st Quarter of 2024

  • Meeting all requirements and expectations for coaching, observations, and staff development
  • MVP of 2 major AEP Ramp plans for delivering WOW!
  • Deb has done a fantastic job of learning the ins and outs of OB campaigns from a training team
    perspective.
    • Deb always stayed involved from a training perspective to ensure all needs were met for the
    transfer agents, excellent

Timeline

Manager, Training, Global

ResultsCX
08.2023 - Current

Regional Training Manager

ResultsCX
08.2010 - 08.2023

Trainer

ResultsCX
01.2005 - 01.2010

High School Diploma -

Lockport High School

Similar Profiles

CREATE PROFILE
Deb Abel