JONATHAN MAIMES
Las Vegas,NV
Summary
Goal-oriented Operations and Learning Development Specialist with expertise in customer satisfaction and achieving business targets. Collaborative professional skilled in mentoring and team development. Results-driven leader adept at inspiring peak performance and fostering operational excellence.
Overview
16
16
years of professional experience
Work History
Operations Manager, Customer Experience
Amazon Key
07.2022 - Current
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
Training Manager
Amazon Key
05.2020 - 07.2022
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
Operations Manager
24-7 Intouch
06.2019 - 05.2020
- Implemented feedback loops, fostering learning for Nike campaign
- Mentored new hires, accelerating onboarding
- Created diverse content, enhancing knowledge acquisition
- Recommended improvements, phased out outdated methods
- Developed curriculum for multiple campaigns
Training Supervisor
24-7 Intouch
07.2018 - 05.2020
- Implemented feedback loops and evaluations, fostering continuous learning
- Mentored new hires, accelerating onboarding for Nike and other campaigns
- Created diverse learning content, enhancing knowledge acquisition
- Recommended process improvements and phased out outdated methods
- Developed and facilitated curriculum for multiple campaigns
Learning Service Specialist
TELUS International
01.2016 - 07.2018
- Developed and updated training materials for Google and American Express Platinum Travel campaigns
- Conducted New Hire and Up-skill training
- Provided learner feedback and guidance
- Prepared training reports and recommended improvements
- Collaborated with QA to enhance CSR performance
- Evaluated training effectiveness and addressed deficiencies
- Proposed initiatives to surpass KPIs
- Supported operations with knowledgeable staff
- Liaised with clients on curriculum modifications
- Managed training logistics and administrative tasks
- Created training manuals and e-learning modules
- Identified and adapted to diverse learning styles
Communication and Learning Development Director
Forlexco
06.2008 - 05.2015
- Conducted training and upskilling
- Developed campaign curricula
- Tested technology and tracked agent development
- Managed project deliverables and schedules
- Led executive meetings on project status
- Monitored resources and costs
- Served as project scheduling contact
- Presented progress to executives
- Managed databases and improved work plans
- Coordinated IT project adjustments
- Developed analytics for management
- Validated product feasibility
- Managed payroll and addressed retention
Solutions Coordinator (Partner of Forlexco)
I-View Now
03.2013 - 04.2014
- Cold-called executives to expand clientele
- Provided product info and pricing
- Attended industry events
- Customized presentations for clients
- Managed top account in territory
- Shared sales strategies with team
- Conducted client education seminars
- Liaised between management and accounts
- Ensured timely customer responses
- Built business relationships
- Trained new hires
- Developed SOPs and training materials
Education
High School Diploma -
Coronado High School
Skills
- Experienced trainer for large groups (20)
- Strong customer service and communication skills
- Team development and motivation expertise
- Detail-oriented and results-driven
- Adaptable and creative
- Proficient in Microsoft Office suite
- Proven leadership and facilitation abilities
- Innovative and engaging presenter
Timeline
Operations Manager, Customer Experience
Amazon Key
07.2022 - Current
Training Manager
Amazon Key
05.2020 - 07.2022
Operations Manager
24-7 Intouch
06.2019 - 05.2020
Training Supervisor
24-7 Intouch
07.2018 - 05.2020
Learning Service Specialist
TELUS International
01.2016 - 07.2018
Solutions Coordinator (Partner of Forlexco)
I-View Now
03.2013 - 04.2014
Communication and Learning Development Director
Forlexco
06.2008 - 05.2015
High School Diploma -
Coronado High School