Empress Burnett
Camden,NJ
Summary
Accomplished in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. Well-versed in developing courses for new topics and adjusting existing classes to meet changing demands. Hardworking and disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
1989
1989
years of post-secondary education
Work History
Training Manager
Mrs Bpo LLC
Cherry Hill, New Jersey
08.2024 - 09.2025
- Designed and delivered training programs for diverse teams across multiple departments.
- Collaborated with management to identify training needs and prioritize development initiatives.
- Created engaging training materials using various multimedia tools and resources.
- Facilitated workshops and group sessions to enhance employee skills and knowledge.
- Evaluated training effectiveness through surveys and feedback from participants.
- Supported onboarding processes by providing new hires with essential training resources.
Operations Manager
MRSBPO.LLC
Cherry Hill, New Jersey
05.2014 - 08.2024
- Managed daily operations to ensure smooth workflow and efficiency.
- Oversaw team performance, providing guidance and support as needed.
- Implemented process improvements to enhance operational effectiveness.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Monitored compliance with company policies and industry regulations.
Team Lead
MRSBPO.LLC
Cherry Hill, New Jersey
11.2012 - 08.2014
- Resolved escalated customer complaints or queries promptly and efficiently.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Ensured compliance with company policies and procedures throughout the team.
- Provided support to junior staff during peak periods of workloads.
Recovery Resolutions Representative
MRSBPO.LLC
Cherry Hill, New Jersey
10.2010 - 08.2014
- Managed customer inquiries regarding account resolutions and payment options.
- Collaborated with team members to develop effective recovery strategies.
- Monitored compliance with industry regulations and company policies.
- Researched and analyzed financial information from customers in order to determine best course of action for debt resolution.
Education
Camden High School
Camden, NJSkills
- Employee training
- Curriculum design
- Training evaluation
- Learning management systems
- Needs assessment
- Conflict resolution
Timeline
Training Manager
Mrs Bpo LLC
08.2024 - 09.2025
Operations Manager
MRSBPO.LLC
05.2014 - 08.2024
Team Lead
MRSBPO.LLC
11.2012 - 08.2014
Recovery Resolutions Representative
MRSBPO.LLC
10.2010 - 08.2014
Camden High School
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