Jessica Benton
Rancho Santa Margarita,CA
Summary
Accomplished Training and Development Leader with a proven track record at PetSmart, enhancing training effectiveness and streamlining onboarding processes. Skilled in E-learning development and team leadership, I've driven significant improvements in company performance through targeted training solutions and effective change management. Expert in identifying skill gaps and optimizing training content to meet evolving needs.
Overview
17
17
years of professional experience
Work History
Training and Development Supervisor - Call Center
PetSmart
08.2023 - Current
- Established clear performance metrics for trainees, enabling informed decisions regarding promotions and job placements.
- Optimized training effectiveness by conducting regular evaluations and adjusting content as needed.
- Streamlined onboarding processes for new hires, reducing time-to-full productivity.
- Managed a team of trainers, providing guidance and support in the development of high-quality instructional materials.
- Collaborated with department managers to identify specific training needs, ensuring relevant courses were offered.
- Improved overall company performance by identifying skill gaps and providing targeted training solutions.
Field Services Execution Manager
PetSmart
09.2022 - 08.2023
- Supported internal field team as needed by developing and maintaining necessary resources, reporting and projects to effectively execute priorities and initiatives.
- Served as subject matter expert and consultant on various projects across multiple departments at PetSmart.
- Demonstrated effective communication through strong written and verbal persentation skills.
- Drove continuous improvement initiatives to optimize execution processes and procedures.
Regional Services Business Partner
PetSmart
08.2019 - 09.2022
- Presented to field partners Best Developed Practices.
- Ensured fidelity of key PetSmart priorities and initiatives across assigned regions.
- Served as the services expert and consultant for the Regional Director and field partners across multiple Regions.
- Analyzed business metrics to inform leadership team of actionable insights, tools, and best practices to generate services topline sales.
- Developed strong partnership with my Regional Director who holds the field partners (District Leaders, Store/Salon Leadership) accountable.
- Identified bottom performing stores and travel with field partners to create action plans for process improvements.
- Communicated to headquarters Best Developed Practices for consideration and implementation
Salon Quality & Education Manager
PetSmart
06.2016 - 08.2019
District Services Trainer
PetSmart
08.2015 - 06.2016
Salon Manager
PetSmart
08.2007 - 07.2013
Education
High School Diploma -
Tesoro High School
Rancho Santa Margarita, CA06.2007
Skills
- E-learning development
- Training delivery
- Learning Management Systems
- Needs Assessment
- Written and oral communication
- Project Management
- Change Management
- Team Leadership
- Complex Problem-Solving
Accomplishments
- Produced and facilitated enhanced internal Grooming Academy Certification curriculum. Released to 1600+ stores and still being utilized today.
- Implemented Policy & Procedure enhancement processes for services re-opening 1600+ Salons during/post Covid.
- Developed an entirely new training course for PetSmart's Call Center in 2024, improving attrition and productivity.
Timeline
Training and Development Supervisor - Call Center
PetSmart
08.2023 - Current
Field Services Execution Manager
PetSmart
09.2022 - 08.2023
Regional Services Business Partner
PetSmart
08.2019 - 09.2022
Salon Quality & Education Manager
PetSmart
06.2016 - 08.2019
District Services Trainer
PetSmart
08.2015 - 06.2016
Salon Manager
PetSmart
08.2007 - 07.2013
High School Diploma -
Tesoro High School
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