Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Jermaine Brown

Baltimore,MD

Summary

Experienced Talent Specialist with a robust background in talent acquisition, management, and development. Proven skills in recruitment strategy implementation, performance analysis, and team leadership. Successfully fostered positive work environments and cultivated strong relationships across departments to ensure cohesive business operations. Committed to aligning talent strategies with organizational objectives for optimized success.

Overview

15
15
years of professional experience

Work History

Field Talent Specialist/Regional Trainer

Henley Enterprises
Baltimore, MD
10.2023 - Current
  • Supported area managers with training for specific situations
  • Collaborated with potential service center managers to address concerns and improve operations.
  • Implemented creative approaches to elevate talent development.
  • Supported the General Manager in carrying out customer experience checklists across multiple service centers.
  • Monitored team members' certification progress to ensure on-time completion
  • Worked closely with trainers in my area to foster ongoing growth and learning.
  • Collaborated with service center managers to foster their professional development and drive business growth.
  • Developed new techniques to improve the overall customer service encounter
  • Developed and delivered training to hiring managers on effective interviewing techniques and diversity hiring practices.
  • Partnered with the Director of Operations to devise strategies and implement improvements for training programs within my market.

Field In Store Trainer

Henley Enterprises
Baltimore, MD
05.2022 - 10.2023
  • Identified opportunities for improvement within the current training program by assessing feedback from both customers and associates.
  • Developed and implemented comprehensive in-store training programs to ensure compliance with company policies, procedures and standards.
  • Worked closely with assistant managers to facilitate the execution of employee training processes.
  • Generated resourceful training scenarios.
  • Verified the completeness of team member workbooks and video courses.

Service Center Manager

Henley Enterprises
Baltimore, MD
10.2014 - 10.2022
  • Provided guidance and support to team members regarding complex customer inquiries.
  • Maintained accurate records of customer interactions and transactions.
  • Implemented strategies to reduce wait times while maintaining quality standards for customers.
  • Conducted regular performance reviews with team members to assess individual progress towards goals.
  • Managed daily operations of customer service center, including staff scheduling and customer service.

General Manager

KFC Restaurant
Ellicott City, MD
04.2009 - 09.2014
  • Developed marketing strategies designed to increase brand awareness within target markets.
  • Established and maintained effective communication with staff members to ensure efficient operations.
  • Oversaw food cost monitoring and inventory management.
  • Sourced, selected, and developed managers to oversee operations in designated restaurants.

Education

High School Diploma -

Paul Laurence Dunbar High School
Baltimore, MD
06-1990

Skills

  • Retention Strategies
  • Organizational Development
  • Candidate Sourcing
  • Employee Relations
  • Building partnerships
  • Talent management
  • Data-driven decision-making
  • Inventory and cost control
  • Managing people and situations
  • Focus on career development
  • Persuasive sales techniques

Accomplishments

  • 2x service center manager of the year award
  • Jim Hart Award winner(Mid Atlantic)

Timeline

Field Talent Specialist/Regional Trainer

Henley Enterprises
10.2023 - Current

Field In Store Trainer

Henley Enterprises
05.2022 - 10.2023

Service Center Manager

Henley Enterprises
10.2014 - 10.2022

General Manager

KFC Restaurant
04.2009 - 09.2014

High School Diploma -

Paul Laurence Dunbar High School

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Jermaine Brown