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Shatoya Gibson
Lexington,SC
Summary
Organized and dedicated professional with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision making skills to manage multiple, concurrent tasks. Self-motivated work ethic with ability to perform effectively in independent or team environments. Effective and respected leader, builds highly motivated teams focused on achieving and exceeding organizational goals.
Overview
15
15
years of professional experience
Work History
Support Services Team Lead
ACD Connect
Remote
06.2023 - Current
- Developed training programs to mentor teammates and improve service quality standards.
- Implemented process improvements that reduced processing times and increased customer satisfaction.
- Analyzed performance metrics to identify trends and recommend strategic adjustments.
Instructor/ Facilitator
US Army Reserves
Ft. Jackson, SC
02.2018 - Current
- Assisted adults in professional development by creating and facilitating training on grammar and composition skills for business writing
- Applied various teaching aids to minimize learning gaps and effectively instruct and motivate students
- Evaluated and revised lesson plans and course content to facilitate and moderate classroom discussions and student centered learning
- Planned and facilitated virtual training workshops in accordance with military curricula, employing varied methods to maximize attendance.
Training Support Specialist
Wipro LLC
Remote
09.2020 - 08.2022
- Planned and conducted approximately 250 staff trainings per quarter, with emphasis on clinical and professional areas.
- Liaised between Nurse Educators and clinical professionals to ensure that newly hired personnel were fully equipped to provide exceptional services at their respective locations.
- Worked closely with Nurse Educators to provide initial training for practitioners as well as determine need for corrective training based on performance reports.
- Answered queue calls assisting with non-clinical questions regarding training and portal navigation and concerns.
- Routed clinical concerns and issues to the appropriate personnel and followed up to ensure resolution.
Language Lab Coordinator
US Army
Wiesbaden, Germany
08.2014 - 09.2016
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes for average of 30 meetings per month
- Developed and updated spreadsheets and databases to track, analyze and report on performance and training data for over 150 trainees
Administrative Assistant
US Army
Wiesbaden, Germany
07.2011 - 08.2014
- Performed general office duties, including answering phones, routing calls and messages and greeting visitors
- Provided logistical support for programs, meetings and events, including room reservations, agenda preparation and calendar maintenance
- Composed internal memos and external correspondence for senior management and reviewed all documentation to eliminate errors
- Monitored supervisor's work calendar and scheduled appointments, meetings and travel
Education
Associates Degree - Modern Standard Arabic
Defense Language Institute
Monterey, CA01.2013
Bachelor of Arts - Psychology/Education
Converse College
Spartanburg, SC05.2009
Skills
- Strong client relations
- MS Office proficient
- Strong communication skills
- Superior attention to detail and analytical skills
- Public speaking
- Creative problem solver
- Active Listening Skills
- Scheduling and calendar management
- Teamwork / Collaboration
- Group and individual instruction
Timeline
Support Services Team Lead
ACD Connect
06.2023 - Current
Training Support Specialist
Wipro LLC
09.2020 - 08.2022
Instructor/ Facilitator
US Army Reserves
02.2018 - Current
Language Lab Coordinator
US Army
08.2014 - 09.2016
Administrative Assistant
US Army
07.2011 - 08.2014
Associates Degree - Modern Standard Arabic
Defense Language Institute
Bachelor of Arts - Psychology/Education
Converse College