IMHOTEP FLORENCE
Reno,NV
Summary
Dynamic leader with a proven track record at Blackhawk Network, enhancing leadership capabilities and driving quality improvements across teams. Excelled in developing engaging learning content and facilitating impactful training sessions. Achievements include a 60% reduction in team attrition and consistently high training satisfaction rates, showcasing advanced Excel skills and a self-motivated approach to coaching and development.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Coaching Evaluation Lead
Blackhawk Network
Reno, NV
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 Call Center Analyst roles while maintaining additional roles.
Call Center Analyst
Blackhawk Network
Reno, NV
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, and creating and updating knowledge base resources.
- Utilized data and field experience to find 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 skills 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
Reno, NV
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.
- Drove quality improvement by analyzing quality scores, and implementing targeted 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 the team transition from an in-office 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
Reno, NV
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 agents' skills and knowledge.
- Collaborated with business partners to align quality standards with business objectives.
Customer Experience Specialist
Blackhawk Network
Reno, NV
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
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
Timeline
Coaching Evaluation Lead
Blackhawk Network
10.2023 - Current
Call Center Analyst
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
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