Franklyn Bishop
Las Vegas,NV
Summary
Energetic training and development professional versed in developing and implementing improved training programs to improve performance. Success driving participation by leveraging employee incentives, employing engaging training methods, and implementing team-building activities to meet training needs. Bringing several years of industry expertise.
Overview
9
9
years of professional experience
Work History
Knowledge Delivery Technical Trainer II
Aristocrat
Las Vegas
02.2022 - 12.2024
- Delivered training programs to customers and employees via instructor-led training, webinars, and/or eLearning modules, as scheduled.
- Worked with the systems support team to provide customer support, including updating issue-tracking systems and responding to customer inquiries.
- Designed interactive exercises that allowed learners to practice what they had learned in class.
- Developed lesson plans for instructor-led training.
- Evaluated the achievements of learning objectives in the classroom.
- Subject matter expert on current and future products and processes
- Maintained and prepared a technical classroom environment
- Assisted with the planning and execution of events related to training and performance, including focus groups, surveys, and user forums
Everi Fintech Kiosk Trainer
Inspyre Solutions
Las Vegas
03.2021 - 01.2022
- Educate casino employees on the use of self-service kiosks and other technology
- Delivered training programs to employees in person
- Interacted with employees to collect individual information
- Develop, maintain, and update training manuals and documentation
- Provided ongoing support and coaching to employees to ensure their success in using the kiosks
- Assist in the regular testing and maintenance of training database and peripherals to ensure they are current and in good working condition
- Obtained and organized manuals, guides, and visual materials for development and training purposes.
- Recommended changes or improvements in existing training processes as needed.
- Monitored industry news and changes in regulations impacting B2B operations.
- Organized virtual training events through webinars, video conferencing, and other digital platforms.
Associate Trainer
T-Mobile
Las Vegas
10.2017 - 02.2021
- Developed call centers' education materials, such as digital presentations, how-to manuals, and instructional videos
- Prepared procedures and policies regarding appropriate agent conduct
- Scheduled and conducted training sessions on various call center topics to prepare and supported new employees
- Trained experienced employees on new or updated call center procedures to improve their performance
- Observed the daily operations of call center employees and identifying any areas of improvement
- Collaborated with team leaders and managers to conduct on-the-job coaching
- Measured the effectiveness of training sessions and prepared individual or team progress reports
- Ensured employees kept up their productivity and maintained a high level of customer satisfaction
- Lead weekly quality assurance meetings
Insurance Licensing Specialist
Sitel
Las Vegas
05.2016 - 10.2017
- Ensured compliance with organization policies and government regulations
- Reviewed the application for completeness and follow up with the employees or potential candidates to obtain the necessary information
- Interacted with employees to collect individual information of an extremely confidential and sensitive nature
- Maintained an accurate database and set of records to track the status of agents, applications, renewals and forms
- Processes and timely files license applications (new and renewals) by deadlines
- Maintained records, compiled information and submit forms to keep agents licensed
Education
High School Diploma - general education
Twin Palms High School
Blythe, CA06.1999
Skills
- Solution-oriented
- Leadership
- Strong presentation skills
- E-learning tools
- Communication
- Organizational
- Curriculum design
- Learning management systems
- Attention to Detail
- Analytical
- Microsoft Office
- Interpersonal
Languages
English
Timeline
Knowledge Delivery Technical Trainer II
Aristocrat
02.2022 - 12.2024
Everi Fintech Kiosk Trainer
Inspyre Solutions
03.2021 - 01.2022
Associate Trainer
T-Mobile
10.2017 - 02.2021
Insurance Licensing Specialist
Sitel
05.2016 - 10.2017
High School Diploma - general education
Twin Palms High School
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