IMHOTEP FLORENCE
Summary
Diligent professional Trainer with background in designing and implementing training programs that enhance employee performance and productivity. Developed comprehensive training materials and facilitated engaging workshops to support organizational goals. Demonstrated effective communication and problem-solving skills in diverse corporate environments
Overview
10
10
years of professional experience
1
1
Certification
Work History
Crew Resource QA and Training Specialist
Allegiant Air
05.2025 - Current
- Responsible for monitoring, conducting and reporting on the auditing/QA function of the Crew Services department
- Subject matter expert for Crew Scheduling, Crew Payroll, Crew Planning, and Crew Travel
- Conducts audits related to Crew Payroll, Crew Scheduling, Crew Travel, Merlot data entry, and others upon request
- Compiles and creates trending data based on audit results and offers process improvement recommendations
- Provides monthly report findings to management or internal audit departments by the assigned deadline date
- Retains electronic audit results and source data
- Conducts, as-needed all phases of Crew Services training including initial, recurrent or supplemental training for Crew Payroll, Crew Travel, Crew Scheduling, Contract Compliance, Crew Planning and Line Training that encompassed instructor led training, computer-based training, desk checks, comp checks, and proficiency checks
- Coordinates all logistics for training such as training room availability, computer availability, training and on the job training (OJT) schedules
- Works with all departments to update and remove employee access
- Training content includes 117 FARs, 121 FARs, company defined work rules, company defined policies and procedures, and crew management software use, and updating resources
- Updates manuals and handbooks on a continuous basis to reflect current audit process in accordance with company and department process
- Implement the policies & goals established by the Company as directed by the Director of Crew Services and Crew Resource Manager
Coaching Evaluation Lead
Blackhawk Network
10.2023 - Current
- Designed and implemented engaging leadership development programs to enhance meeting effectiveness.
- Offered specialized feedback to elevate the outcomes of leadership training, feedback, and accountability sessions.
- Developed and distributed weekly management tips through infographics.
- Facilitate regular leadership training to build competencies and skills.
- Enhanced leadership digital presence through LinkedIn boot camp initiatives.
- Created engaging training content to facilitate knowledge sharing.
- Employed and taught root cause analysis to identify and address coaching challenges effectively.
- Introduced and implemented coaching methodology to drive leadership excellence.
- Identified opportunities for continuous improvement in processes that impact the quality of incoming coaching.
- Developed tools to track meeting outcomes, set goals, and record follow-up actions for leadership and management review.
- Worked with business partners directly to develop training and procedures based on their needs.
- Conducted training sessions for business partners on navigating BHN internal platforms.
- Calibrated with internal and external partners to adhere to quality standards, and maintain required productivity levels.
- Completed required Training Coordinator duties while maintaining additional roles.
Training Coordinator
Blackhawk Network
10.2021 - 10.2023
- Conducted and developed in-depth training modules aimed at both newly hired personnel and existing team members, enhancing skill levels.
- Delivered in-depth training programs spanning several days for teams consisting of up to 18 members.
- Used internal and external content to cohesively create training modules, surveys, quizzes, and assessments.
- Aligned training programs with business objectives through close collaboration with leadership, internal partners, and external partners.
- Enhanced employee performance by conducting and developing refresher courses
- Created and updated knowledge base resources.
- Utilized data and field experience to determine areas for process enhancement in various lines of business.
- Collaborated with senior management to assess critical issues impacting team performance.
- Conducted regular assessments to identify department skill gaps, and provided tailored training sessions to address them.
- Provided feedback to supervisors regarding employee performance during training sessions.
- Monitored calls and casework in real time to evaluate the effectiveness of training programs.
- Delivered training sessions with a 95% satisfaction rating, 10% attrition rate, and an average test score of 92/100.
Team Lead
Blackhawk Network
04.2019 - 10.2021
- Managed and developed a team of 12 agents, both in person and remotely, to optimize productivity and case resolution.
- Facilitated effective team collaboration through regular meetings and open communication.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Identified training gaps and developed comprehensive training materials to enhance agent performance.
- Partnered with business stakeholders to create efficient, customer-centric processes.
- Improved employee performance through coaching, feedback, and performance management.
- Enhanced quality through detailed analysis of scores and execution of focused action plans.
- Provided dedicated support to team members through one-on-one coaching and mentorship.
- Delegated daily tasks to team members to optimize group productivity.
- Successfully led in-office team to a remote work environment.
- Reduced team attrition by 60%.
- Contributed to business growth by supporting the launch of two new lines of business.
- Achieved success and transitioned to a different business sector for similar impact.
Quality Assurance Analyst
Blackhawk Network
04.2018 - 04.2019
- Evaluated agent performance by scoring emails, calls, and chats against quality standards.
- Helped set up practices and procedures for lines of business that were new to the company.
- Accelerated new agent onboarding through comprehensive training on multiple product lines.
- Provided actionable feedback to improve agent performance and drive quality improvements.
- Mentored agents by offering guidance, resources, and practice opportunities.
- Developed engaging presentations to educate employees on policies and standards.
- Facilitated training sessions to enhance agent skill and knowledge.
- Collaborated with business partners to align quality standards with business objectives.
Customer Experience Specialist
Blackhawk Network
01.2016 - 04.2018
- Effectively resolved customer concerns and escalated issues in a fast-paced call center environment.
- Provided support to team members by sharing knowledge and resolving complex customer inquiries.
- Proactively contacted customers to address outstanding issues, and improve satisfaction.
- Verified customer identities and gathered essential information to expedite resolutions.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Complete callbacks for escalated customers who asked for a supervisor.
- Acted as primary contact for member support on the production floor.
- Handled multiple platforms concurrently while ensuring call control leading to efficient problem solving.
- Completed chat, email, and phone contacts while assisting production floor phone staff.
- Utilized Moxie, Sharpen, and Parago.
Education
Some College (No Degree) - Marketing
University of Reno-Nevada
Reno, NVSkills
- Advanced Excel and PowerPoint
- Training facilitation
- E-learning tools
- Leadership development
- Course materials development
- Coaching and development
- Experienced in collaborating with external partners
- Data Presentation
- Self Motivated
- Learning management systems
- Training design and program development
- Training delivery
Certification
- Critical Thinking: Decision Making for Leaders - Udemy
- iGrow Elite- Udemy
- CS Training: Quality Core- Udemy
- Coaching Skills for Leaders and Managers
- Building Business Relationships
- Communication Foundations
- Six Sigma
References
References available upon request.
Education
false
Timeline
Crew Resource QA and Training Specialist
Allegiant Air
05.2025 - Current
Coaching Evaluation Lead
Blackhawk Network
10.2023 - Current
Training Coordinator
Blackhawk Network
10.2021 - 10.2023
Team Lead
Blackhawk Network
04.2019 - 10.2021
Quality Assurance Analyst
Blackhawk Network
04.2018 - 04.2019
Customer Experience Specialist
Blackhawk Network
01.2016 - 04.2018
Some College (No Degree) - Marketing
University of Reno-Nevada