Jamise L. Bailey
Surprise,AZ
Summary
Experienced Training and Development Specialist with a talent for delivering engaging and effective training programs. Proficient in developing and implementing comprehensive training materials that greatly improve employee performance and productivity. Demonstrated expertise in instructional design and group facilitation to ensure smooth knowledge transfer and promote a collaborative learning environment.
Overview
7
7
years of professional experience
Work History
Trainer/ Business Support Expert
Safeway/Albertsons Company
04.2018 - 02.2019
- Played a key role in supporting an effort in effectively training 500+ Safeway employees across multiple lines of business on best practices, company policies, and procedures while maintaining an average 98% satisfaction rate and 20% increase in productivity
- Coordinated and facilitated small group and initial training sessions based on staff and organizational learning needs to identify gaps and areas for performance improvement; routinely evaluated business training needs to ensure up-to-date resources
- Developed and delivered engaging virtual and classroom training initiatives for all corporate office employees
- Collaborated with senior corporate leadership in evaluating existing training courses and outlining new learning strategies to fill gaps and drive performance across the organization
- Streamlined the onboarding process for all new hires to enhance the employee experience, which reduced the average time to productivity by 20% and decreased employee turnover rates by 15% within the first six months
- Integrated a new hands-on training initiative that curated a more effective and immersive learning experience, leading to a 30% increase in overall employee engagement and a 20% reduction in average completion time
- Designed interactive training modules, job aids, and content for job agents to support the launch of a new Salesforce system that aimed to reduce call handle times — resulted in a 30% reduction in AHT for 230+ agents within one year of being trained
- Screened and interviewed qualified candidates for various roles across the organization
Quality Assurance Auditor
04.2016 - 04.2018
- Monitored and evaluated ~180 inbound and outbound calls a month as well as social media interactions to ensure all agents adhered to company quality standards and compliance regulations
- Partnered with call center management to refine quality assurance guidelines to improve call efficiency and productivity
- Conducted quality audits on 200 calls to assess agent performance and detect specific training gaps impacting low CSAT scores; integrated real-time monitoring systems and provided personalized feedback and corrective action plans for agents— boosted CSAT scores by 15% and decreased escalations by 20% within six months, improving the overall customer experience
Customer Service Representative I, II, III
01.2012 - 04.2016
- Assumed additional responsibilities while progressing through several customer-facing roles for the company
- Provided exceptional service in handling, troubleshooting, and resolving various customer inquiries via email and telephone across multiple lines of business
- Assisted the Supervisor in resolving escalated calls by offering solutions and maintaining compliance with company policies
- Supported various day-to-day call center operations, including conducting compliance checks (i.e., coding, schedule adherence, time & attendance), monitoring agent calls, tracking queues, and training new employees, to ensure optimal service quality
- Created and maintained employee files to document agent attendance, performance, reviews, etc
Education
Bachelor of Science - Business Management
WGU Texas
Austin, TX01-2027
Skills
- Industry Acumen— Customer Service Call Center Operations Escalation Management Learning & Development Knowledge Retention Content Management Curriculum Development New Hire Onboarding Troubleshooting & Conflict Resolution Data Analysis Process Improvement Quality Assurance Audits Regulatory Compliance Development of Resources Ad Hoc Reports Cash handling Collections Healthcare UAT Software Testing
- Leadership— Program Management Strategic Business Planning Team Management Coaching & Mentoring Training & Development Customer Relationship Management Facilitation KPIs & Performance Management Executive Relations Subject Matter Expert Supervisor
- Technical— Salesforce Cisco Jabber VIM Calabrio Signifyd Service Now Nuance Sprinklr Sprout Power Reviews Appfigures Workforce Jira Confluence Microsoft Office Suite
- Data entry
- Critical thinking
- Call center operations
- Team development
- Administrative support
- Live chat support
Timeline
Trainer/ Business Support Expert
Safeway/Albertsons Company
04.2018 - 02.2019
Quality Assurance Auditor
04.2016 - 04.2018
Customer Service Representative I, II, III
01.2012 - 04.2016
Bachelor of Science - Business Management
WGU Texas
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