Derek Joyner
Winston-Salem,NC
Summary
Knowledgeable Training Specialist successful at developing and overseeing site-based and online training programs. Decisive and disciplined professional with personable style and thorough approach.
Overview
13
13
years of professional experience
Work History
Trainer
American Airlines
Winston-Salem, NC
01.2014 - Current
- Designed and developed training materials for new employees in the organization.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Provided feedback on employee performance based on observed results during training sessions.
- Organized and facilitated classroom workshops, and one-on-one coaching sessions.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Documented all training activities including attendance records, feedback forms, surveys.
- Recommended changes or improvements in existing training processes as needed.
- Resolved any issues raised by participants during the training session in a timely manner.
Reservation Agent
American Airlines
Winston-Salem, NC
10.2011 - Current
- Answered inbound calls and responded to passengers inquiries regarding reservations.
- Processed passenger payments for reservations over the phone.
- Assisted passengers with special needs or requests such as special meals or special assistance at the airport.
- Resolved passenger complaints by providing exceptional customer service.
- Maintained a thorough understanding of airline policies and procedures.
- Upsold additional services such as seats or upgrades to a higher class.
- Identified opportunities for cross-selling other products or services such as credit cards, car rental or trip insurance.
- Offered personalized recommendations based on guest preferences.
Education
High School Diploma -
Meadowlark High School
King, NC06-2000
Associate of Science -
Forsyth Technical Community College
Winston-salem, NCSkills
- Online Instruction
- Student Engagement
- Classroom oversight
- Program Management
- Course Development
- Lesson Planning
- Materials Preparation
- New Hire Training
- Course Planning
- Problem-solving abilities
- Public Speaking
- Reliability
- Continuous Improvement
Timeline
Trainer
American Airlines
01.2014 - Current
Reservation Agent
American Airlines
10.2011 - Current
High School Diploma -
Meadowlark High School
Associate of Science -
Forsyth Technical Community College