Jackie Gainous
Sr. Training Manager Delivery
Stonecrest,GA
Summary
Inspired training and development manager offering 9+ years of experience in educating professionals on taking smart risk and and owning their decisions. Expert in designing curricula and training programs aligning with clients' strategic goals, mission and vision while consistently pursuing opportunities to improve service delivery. Outstanding interpersonal communication and innovative teaching methods drive professional development for various individuals in diverse roles.
Overview
16
16
years of professional experience
Work History
SENIOR TRAINING MANAGER DELIVERY
AT&T University
Atlanta, GA
11.2011 - Current
- Conduct site visits in such a way to assess, coach, develop, and follow up on previous action items with the local management teams which has fostered strong relationships and accountability.
- Use power of influence to persuade strategic partner management teams to implement plans of action that will support process improvements, proper execution of curriculum, and trainer development which has positively impacted processes used to drive completions, feedback given to trainers, and accuracy of other reports.
- Develops, leads, and monitors communication plans for departments, which include budget, action plan, time table and tracking mechanism,.
- Used critical thinking to partner with subject matter experts in evaluation and revision of training tools in order to continually improve learning platforms which demonstrated a decrease of 6% in improper use of ordering systems.
- Partner with leadership teams to drive awareness around opportunities, performance results, and gaps with implementing solution which will demonstrate proper sales execution within the sites to drive sales and create consistent growth opportunities which helped the client reduce their non customer contacts by 5% in Clarify.
- Consistently builds and cultivates strong relationships with clients, departments and key subject matter experts to develop appropriate messages and communication to be distributed within organizations.
RETAIL MANAGER
AT&T Retail
Atlanta, GA
11.2009 - 11.2011
- Improved development of sales representatives by cross-training the team on wired products and services, which increased productivity by 17% and ranked 2nd place out of 84 retail stores in the nation.
- Lead the team to win AT&T Summit for exceeding monthly wired sales targets for 2008 and 2010.
- Collaborated with team members in achieving the highest sales growth in the region, by doing this the store was chosen as a model store for the Southeast Region to sell a variety of products and services prior to national launch.
- Implemented leadership driven modelling behavior for 12 Sales Associates that resulted in 25% improvement over customer servicing and 17% increased sales.
- Increased customer service satisfaction rating by 22%, by reinforcing the importance of The Promise behaviors with every customer interaction and received a Service Excellence Award.
SALES COACH
AT&T Consumer Services
Conyers, GA
05.2005 - 11.2009
- Supervised and managed a sales team of 14 by communicating job expectations and provided direction, support, and motivation to sales team to meet agreed targets and KPIs.
- Enforced policies and procedures to ensure the sales team achieved the customer services goals set by the organization, resulting in an annual increase of customer satisfaction by 10% within 3 months.
- Trained new employees in company best practices for strategic pitching, presenting, and closing the sale, by implementing the plan, new employee sales maintained an increase of 6% and higher month -to-month.
- Analyzed specific feedback from customer surveys, by monitoring calls and developed data driven pitches, increasing the centers survey by 15% in a year.
Education
Bachelor of Arts - Psychology
University of Phoenix
Skills
Empatheic
Timeline
SENIOR TRAINING MANAGER DELIVERY
AT&T University
11.2011 - Current
RETAIL MANAGER
AT&T Retail
11.2009 - 11.2011
SALES COACH
AT&T Consumer Services
05.2005 - 11.2009
Bachelor of Arts - Psychology
University of Phoenix
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