Summary
Overview
Work History
Education
Skills
Timeline
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Elizabeth Ivey

Murfreesboro,TN

Summary

Experienced and enthusiastic learning and development professional with a track record of success across a wide range of industries. Exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of leadership development, strategy and leading teams.

Overview

13
13

Years of leadership experience

Work History

Consultant Global Learning & Development

Verizon
04.2023 - Current
  • Collaborate with cross-functional teams to successfully deliver comprehensive solutions for customer service domestic & global partners.
  • Facilitate support coach, trainer and supervisor workshops with stakeholder groups to include upskilling and reinforcement of leadership skills.
  • Consult with new partner trainers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
  • Optimize training materials using a variety of multimedia formats, such as video presentations, e-learning modules, and written manuals.
  • Lead cross-functional training for external and internal clients and created all training materials and assessments.
  • Evaluate employee performance and provided actionable feedback for improvement, leading to higher overall success rates.
  • Leverage industry best practices to continuously update and refine training content, ensuring relevance and applicability in a dynamic business environment.

Learning & Development Senior Trainer

Verizon
07.2019 - 04.2023
  • Delivered comprehensive new employee training to new employees across all business units.
  • Optimized training delivery methods using e-learning platforms, maximizing accessibility for remote employees.
  • Facilitated leadership development programs, nurturing a pipeline of high-potential talent for future management roles.
  • Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
  • Designed new assessment system used to evaluate instructors and deliver certifications for lead trainers for our corporate new hire orientation program
  • Trained and mentored 16 senior trainers to provide additional delivery support for national company new hire orientation program


Lead Customer Service Supervisor

Verizon
06.2017 - 07.2019
  • Responsible for supporting and developing 10 or more supervisors with average team size of 15 to 19 representatives.
  • Conducted regular organizational team meetings with staff to discuss progress, challenges, and potential solutions to ongoing concerns.
  • Recruited, interviewed and hired employees following Verizon hiring guidelines to choose the appropriate job candidates best suited for the customer service representative and supervisor support team roles
  • Implemented and led mentoring program for the leadership support team to promote career progression and employee retention.
  • Developed high-performing teams through targeted training and regular performance evaluations.
  • Led multiple performance managing projects targeting the bottom performing 10 percent representatives resulting in overall performance improvement of 15 percent or more for the targeted group.
  • Presented in high leadership level quarterly performance reviews for vice president and above leaders to present analysis of performance trends for over 150 employees.

Customer Service Supervisor

Verizon
01.2011 - 06.2017
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Impacted customer satisfaction scores through application of superior conflict resolution and problem-solving skills ultimately improving net promoter customer scores 10-15 percent.
  • Championed and coached representatives a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
  • Led and developed leadership support representatives to resolve escalated customer concerns up to executive relations level of complaints from customers.

Education

MBA - Education Adult Learning

Strayer University
Washington, DC
08.2021

Skills

  • MS Office
  • WebEx Webinar
  • Google Workplace
  • SAP Concur Expense & Travel
  • Workday Learning & Development Administration/HR Database
  • Verint Diagnostics & Schedule Management

Timeline

Consultant Global Learning & Development

Verizon
04.2023 - Current

Learning & Development Senior Trainer

Verizon
07.2019 - 04.2023

Lead Customer Service Supervisor

Verizon
06.2017 - 07.2019

Customer Service Supervisor

Verizon
01.2011 - 06.2017

MBA - Education Adult Learning

Strayer University

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Elizabeth Ivey