Summary
Overview
Work History
Education
Skills
Timeline
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Joshua Lawrence

Midvale,UT

Summary

Well-qualified Training Specialist adept at planning and implementing onsite and forward thinking training techniques. Authoritative and clear communicator with enthusiastic style and insightful approach. Looking to apply current knowledge and skill, as well refine and obtain new expertise in a position to help team achieve and exceed company goals!

Overview

7
7
years of professional experience

Work History

Trainer/Package Handler

FedEx
05.2022 - Current
  • This position requires the moving, lifting, pushing, pulling, scanning and placing of packages, boxes and other freight goods safely and efficiently into and from delivery trucks following the company's policies and guidelines
  • Manage day to day assignments while also training new hires on proper loading/unloading techniques and safety practices
  • Communicate with management and other trainers throughout warehouse to effectively avoid jams, disruptions, and stoppage of package flow along conveyor belt
  • Attend weekly safety meeting regarding changes and safety messages to relay to assigned team pre-sort
  • Sort cargo according to Vision stickers located on packages for proper delivery
  • Work quickly and efficiently while adhering to safety standards to keep up with workflow
  • Process and maintain workload with minimal supervision while directing others
  • Lift and slide packages onto conveyor belt for work area assignment
  • Inspect packages to assign to quality assurance personnel for relabeling, repackaging, address correction and label correction
  • Consistently maintain a clean, safe and organized work area to align with warehouse safety guidelines
  • Complete weekly observations and document package handler loading/unloading practices to ensure proper techniques and package placement

Banker Coach/Customer Success Specialist

Wells Fargo, NA
12.2018 - 05.2022
  • Led as Subject Matter Expert and successfully graduated fifteen new hire training classes of phone bankers, many of which to promote and advance within the company
  • Banker coach responsibilities included and not limited to monitoring calls, developing strong customer service skills, providing coaching feedback to new hire bankers, constructing team meetings and one-on-ones to assess banker needs, support new hire transition from classroom training to proficient bankers within the contact center
  • Utilized skills such as active listening, note taking, de-escalating, quick problem solving, empathy, acknowledgement, working through technical and complex customer requests, forward-thinking strategies focused addressing and resolving the customers concerns
  • Answered constant flow of calls with minimal wait times daily regarding online/mobile banking, customer account inquires/claims, update customer records/preferences, address customer concerns, educate on financial services/tools, provide general account and company information
  • Maintained, as well as exceed personal metrics, goals while keeping providing strong customer service
  • Teamed up with site leadership on consistent basis to implement new ideas to improve performance, increase productivity, remain compliant to company policies/procedures, and cultivate customer satisfaction throughout banker training
  • Collaborated, developed and mentored peers, teams of tenured bankers and new hire bankers one-on-one to help bankers self-analyze personal strengths, areas of improvement, and self-goals and advancement within company
  • Apply innovative ideas for facilitating meetings, interactive mock-call sessions, created captivating activities to boost banker engagement, increasing retention rate, and providing new resources and feedback for teams of bankers site-wide

General Manager

DOUGHCO
01.2017 - 12.2018
  • Managed a team of more than fifteen employees at specific locations as well as developed and trained new hire employees
  • Successfully implemented and constructed templates for employees schedules, daily cleaning procedures and employee guidelines to improve team efficiency
  • Operated in both a slow and fast paced environment while maintaining a proper, clean, organized workplace
  • Answered daily phone calls and greeted everyday customers with consistent and excellent customer service
  • Overseen food preparation, portion sizes, and the overall presentation of food
  • Also, consistently kept daily food levels, supplies, equipment up to par to keep up with criteria and customer demand
  • Investigated and resolved customer inquiries, concerns and feedback regarding food quality or service
  • Prepared payroll for employees on roster for specific location, monitored and maintained budgets, store bookkeeper, cash handler, bank runner and dispenser of employee incentive tips
  • Developed and established strategies to increase sales and profitability.

Education

High school diploma -

Murray High School

Skills

  • Customer Satisfaction
  • Coaching and Development
  • High-Volume Environments
  • Call Controlling
  • Monetary Transactions
  • Superb Time Management
  • Verbal and Written Communication
  • Analytical Thinking
  • De-Escalating Conflicts
  • Customer Inquiries
  • Policy and Procedure Adherence
  • Good Listening Skills
  • Consumer Banking

Timeline

Trainer/Package Handler

FedEx
05.2022 - Current

Banker Coach/Customer Success Specialist

Wells Fargo, NA
12.2018 - 05.2022

General Manager

DOUGHCO
01.2017 - 12.2018

High school diploma -

Murray High School

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Joshua Lawrence