Elizabeth Phillips
Mapleton,IL
Summary
Diligent Training and Development Manager with proven track record in designing and implementing effective training programs. Skilled in assessing organizational needs and developing targeted learning solutions that enhance team performance. Demonstrated ability to lead teams and manage resources effectively.
Overview
14
14
years of professional experience
Work History
Training and Development Manager
Touchpoint Contact Centers
05.2024 - Current
- Promoted a culture of continuous improvement, implementing best practices in adult education methodologies across the organization.
- Optimized departmental performance with thorough needs assessments, aligning training programs to business objectives.
- Achieved greater efficiency in the delivery of training programs by leveraging technology and digital tools for content creation, learning management, and reporting.
- Streamlined onboarding processes, ensuring new hires were equipped with necessary skills for success in their roles.
- Cultivated strong relationships with external vendors and stakeholders to secure valuable resources for ongoing professional development opportunities.
- Increased employee engagement, delivering customized training solutions tailored to individual learning styles.
- Spearheaded e-learning initiatives as part of blended learning solutions, increasing accessibility of training resources for remote workers or those with scheduling constraints.
- Reduced company-wide skills gaps through effective workforce planning and targeted employee development initiatives.
- Collaborated with cross-functional teams to integrate relevant industry trends into training materials and course content.
Operations Manager
Touchpoint Contact Centers
05.2020 - 05.2024
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
Trainer
Touchpoint Contact Centers
01.2018 - 05.2020
- 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.
Coaching Supervisor
Touchpoint Contact Centers
10.2016 - 01.2018
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Managed a diverse team, promoting inclusive work environment that leveraged individual strengths.
Work From Home Agent
Touchpoint Contact Centers
10.2014 - 10.2016
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Managed high volume of incoming and outgoing calls and emails with efficient problem-solving and timely support, ensuring positive client experiences.
- Maintained a high level of confidentiality, protecting sensitive customer information while adhering to all data security protocols.
Customer Support Specialist
HGS - Hinduja Global Solutions
09.2012 - 06.2014
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
Shift Supervisor
CVS Pharmacy
03.2011 - 06.2012
- Completed store opening and closing procedures and balanced tills.
- Managed cash handling procedures, maintaining accuracy in financial transactions and minimizing discrepancies in daily reconciliations.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Helped store management meet standards of service and quality in daily operations.
Education
High School Diploma -
Pekin Community High School
Pekin, IL01.2005
Skills
- E-Learning Strategies
- Virtual Training
- Training delivery
- Onboarding Programs
- Soft skills training
- Workforce Planning
- Learning Management Systems
- Needs Assessment
- Strategic thinker
- Written and oral communication
- New hire on-boarding
- Training facilitation
References
Audria Stork | Personal Reference | (309) 613-3726
Ashley Bradley | Colleague | (567) 241-9176
Todd Watson | Colleague | (419) 571-1515
Timeline
Training and Development Manager
Touchpoint Contact Centers
05.2024 - Current
Operations Manager
Touchpoint Contact Centers
05.2020 - 05.2024
Trainer
Touchpoint Contact Centers
01.2018 - 05.2020
Coaching Supervisor
Touchpoint Contact Centers
10.2016 - 01.2018
Work From Home Agent
Touchpoint Contact Centers
10.2014 - 10.2016
Customer Support Specialist
HGS - Hinduja Global Solutions
09.2012 - 06.2014
Shift Supervisor
CVS Pharmacy
03.2011 - 06.2012
High School Diploma -
Pekin Community High School
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