Emily Collins
Bowling Green,KY
Summary
L&OD Specialist with 13 years in the BPO industry. In-depth knowledge of onboarding and training employees, effectively planning strategies to meet staff development requirements. Experienced in using learning management systems to drive training and development across all company levels. Excited to develop successful training plans that meet dynamic company and employee needs. Team player with strong relationship and organizational skills. Willing to learn and challenge myself to exceed both personal and professional goals. Organized and dependable individual who is successful at managing multiple priorities with a positive attitude. Eager to take on added responsibilities to support the team and ensure their opportunity to continue development and be successful.
Overview
13
13
years of professional experience
Work History
Leadership and Development Specialist
Afni
05.2018 - Current
- Facilitation Afni foundational leadership courses including, Manager, Coach, Support and Mentor Foundations.
- Offered specific training programs to help employees maintain or improve job skills.
- Partner with organizational leaders on the creation and implementation of individual development plans.
- Creation of curriculum and supplemental trainings based on the needs of the organization and leaders.
- Strategizing with internal business partners and leaders to create optimal solutions that cultivate development and growth for our employees.
- Facilitation of APS onboarding for new hire APS employees.
- Monitoring ACM alignment and compliance through usage of documentation audits and triads.
- Providing feedback to our leaders, collaborating in the creation of SMART goals to improve behaviors that lead to the success of our employees.
Production Coach
Afni
05.2018 - Current
- Regularly mentored associates on performance-oriented strategies and customer service techniques.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Lead team members to maintain high productivity and performance metrics.
- Analyzed and reported on key performance metrics to management.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
Learning Specialist
Sitel
Glasgow, KY
05.2010 - 05.2018
- Collaborated with management to identify company training needs and scheduling.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Maintained records on attendance and participation.
- Developed effective training manuals, modules and teaching aids.
- Held online and conference call training session to accommodate off- site employees.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
Education
High School Diploma -
Great Lakes Academy
Auburn Hills, MI05.2002
Skills
- Time Management, ability to meet deadlines, prioritize tasks, agenda, calendar based on urgency and importance
- Learning Strategies, currently supporting our training team initiatives to increase new hire engagement and retention
- Improvement Strategies, partnering with team members and business leaders to improve ACM alignment
- Instructional Techniques, observing and providing feedback to our trainers, creating development opportunities and sharing best practices from myself other industry experts via external resources
- Professional Relationships with Operations, Support, HR and other internal partners extending into all Geo's of the organization
- Complex Problem-Solving, researching and utilizing resources both internal and external to resolve business needs Analyzing business trends and reporting to identify opportunities
- Critical Thinking, creatively thinking out side of the box, use of forward thinking and prior experience to assist in overcoming obstacles
- New Employee Onboarding, assisting with the onboarding of our APS employees both internally and externally Proving them with support and resources for a successful start in their new role
- Microsoft Excel
- Microsoft Office
- Microsoft Outlook
- Google Drive
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Leadership and Development Specialist
Afni
05.2018 - Current
Production Coach
Afni
05.2018 - Current
Learning Specialist
Sitel
05.2010 - 05.2018
High School Diploma -
Great Lakes Academy
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