Summary
Overview
Work History
Education
Skills
Timeline
Affiliations
Accomplishments
Certification
Generic

Kai-David Hartwell

Ladson,SC

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Dedicated to training and mentoring top talent while cultivating a productive work culture. Accomplishments include developing training programs, course plans and individual curriculum modules. Proficient in on-site and distance learning needs. Looking for a growth-oriented position with a progressive organization. Results-driven Director adept at managing internal knowledge transfer through effective training of new leaders. Demonstrated success in building successful and sustainable training programs. Highly organized, forward-thinking and adaptable to changing demands. Dynamic Director oversees every facet of production with strong project management and decision-making skills. Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in Leadership Development and Revenue Growth.

Overview

9
9
years of professional experience
1
1
Certificate

Work History

Leadership Development Manager

T-Mobile
Rochester, NY
03.2023 - Current
  • Assisted 20 leadership teams with building shared beliefs and attitudes across organizational structures.
  • Designed courses to meet company requirements and help develop new leaders within organizational structure.
  • Coordinated meetings for team members and facilitated educational groups for telecommunication leaders.
  • Assessed potential candidates for suitability for different programs such as management training and leadership development initiatives.
  • Helped clients develop customized internal strategies for promoting and developing leadership skills in current workforce.
  • Built strategic partnerships across multiple business segments to help executives and senior leaders improve management structures and team cohesiveness.
  • Collaborated with business leadership to set training objectives.
  • Conducted educational workshops to spearhead employee training on available tools and optimal strategies.
  • Directed and improved program operations by analyzing data and making proactive adjustments.
  • Developed key partnerships with industry-leading organizations to strengthen professional network and expand future business opportunities.
  • Drove team of 46 direct reports in new item distribution, merchandising and supply management.
  • Provided startup support to Rochester NY Customer Experience Center (CEC) assisting with initial market capture and office incubation.
  • Executed strategic plans for growth and new acquisitions.
  • Created effective marketing campaigns to reinforce branding initiatives and maximize outreach.
  • Accomplished multiple tasks within established timeframes.
  • Developed and maintained relationships with customers and suppliers through account development.

Customer Service Coach/Trainer

T-Mobile USA
Charleston, SC
03.2015 - 03.2023
  • Meets and exceeds quality and customer satisfaction goals to ensure customer retention and uphold T-Mobile brand by providing real time support, coaching and feedback to representatives.
  • Offers effective positive and constructive feedback to drive results.
  • Minimizes call escalations through effective coaching and support and handle escalated calls.
  • Creates and fosters positive, successful, and professional work environment where employees choose to work and achieve their goals.
  • Offers frequent formal and informal recognition.
  • Communicates business strategies and results to CSRs, empowering them as they resolve customer issues.
  • Provides timely feedback to management team on customer trends, issues and needs.
  • Builds solid productive relationships with all levels of leadership and support teams.
  • Facilitates effective and supportive team relationships.
  • Increased efficiency and team productivity by promoting operational best practices
  • Promptly responded to inquiries and requests from prospective customers
  • Maintained up-to-date knowledge of product and service changes

Interim Facilitator, Leadership Development

T-Mobile USA
Charleston, SC
01.2021 - 12.2021
  • Designed courses to meet company requirements and help develop new leaders within organizational structure.
  • Assisted leadership teams with building shared beliefs and attitudes across organizational structures.
  • Collected data on program effectiveness through surveying, data analysis and other methods and implemented solutions for improvement.
  • Collaborated with Program Designers to identify areas in need of improvement and implement solutions.
  • Developed and implemented organizational systems to better manage training documentation and progress reporting.
  • Delivered upbeat and interesting presentations to promote customer impulse buying and enhance loyalty.
  • Organized integration of critical leadership competencies into existing workflows.
  • Enhanced branding strategies by orchestrating customer events and program rollouts.
  • Conducted training courses for Corporate new hires + management support staff to enhance understanding of industry best practices and company protocols.
  • Collaborated with business leadership to set training objectives.
  • Conducted educational workshops to spearhead employee training on available tools and optimal strategies.
  • Taught classes on topics such as AMP- Feedback that Works, AMP - Difficult Conversations ( PT 1&2), AMP- Managing Conflicts, AMP- Setting Expectations, CareerFest- Expand-Your- Options, and GROW.

Career Advantage- Next Level Ambassador

T-Mobile USA
Charleston, SC
02.2017 - 05.2021
  • Planned special Career Advantage / Next Level events for 55 program participants based on changing needs, times of year and availability.
  • Planned and facilitated Career Advantage/ Next Level workshops in accordance with T-Mobile curricula, employing varied methods to maximize attendance.
  • Collaborated with Instructional Designers to identify areas in need of improvement and implement solutions for Closed Loop Department.
  • Conducted training courses for Closed Loop Representatives , Managers, Coaches + management support staff to enhance understanding of industry best practices and company protocols.
  • Enhanced branding strategies by orchestrating customer events and program rollouts.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Gathered and organized supplementary material to support structured lessons.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Identified and proactively solved internal problems related to employee turnover by revamping training approaches.

Interim Talent Scout

T-Mobile USA
Charleston, SC
06.2019 - 10.2019
  • Met with site managers to discuss goals and develop strategies for wireless industry career success.
  • Collaborated with peer talent scouts to pursue leads and pitch potential representation.
  • Monitored social media and online sources for industry trends.
  • Developed team communications and information for leader intel meetings.
  • Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
  • Implemented improvements to reduce company outsourcing costs.
  • Kept up-to-date on industry trends and target audience objectives to guide decision-making process during casting sessions.
  • Drove communication between directors, producers, talent agents and actors to maintain efficient casting practices and execution.
  • Prioritized numerous activities by continually updating information, controlling scheduling and corresponding with contacts via phone and email.
  • Performed essential administrative support duties by providing scripts, preparing breakdowns, developing shortlists, handling paperwork and agreements and communicating with actors.
  • Oversaw daily operations to ensure high levels of productivity.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Used coordination and planning skills to achieve results according to schedule.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
  • Used Microsoft Word and other software tools to create documents and other communications.

Education

Ph.D. - Business Administration And Management

University of Phoenix
Tempe, AZ
03.2026

T-Mobile M4 Graduate Certificate - Management Leadership Development

T-Mobile - In-house Continuing Education
Charleston, SC
10.2021

MBA -

Webster University
St Louis, MO
12.2011

Master of Science - Human Resource Development and Management/ Leadership

Webster University
St Louis, MO
10.2008

B.A. Degree - Political Science, Public Administration, Music Voice and Diction

Benedict College
Columbia, SC
1994

Skills

  • Teaching
  • Case Management
  • Appointment Setting
  • Training Programs
  • Workshop Coordination
  • Consulting
  • Career Development
  • Administration
  • Developing Programs
  • Maintaining Budgets
  • Policies And Procedures
  • Building Guest Relationships
  • Written And Verbal Communication

Timeline

Leadership Development Manager

T-Mobile
03.2023 - Current

Interim Facilitator, Leadership Development

T-Mobile USA
01.2021 - 12.2021

Interim Talent Scout

T-Mobile USA
06.2019 - 10.2019

Career Advantage- Next Level Ambassador

T-Mobile USA
02.2017 - 05.2021

Customer Service Coach/Trainer

T-Mobile USA
03.2015 - 03.2023

Ph.D. - Business Administration And Management

University of Phoenix

T-Mobile M4 Graduate Certificate - Management Leadership Development

T-Mobile - In-house Continuing Education

MBA -

Webster University

Master of Science - Human Resource Development and Management/ Leadership

Webster University

B.A. Degree - Political Science, Public Administration, Music Voice and Diction

Benedict College

Affiliations

Alpha Phi Alpha Fraternity, Inc., Charleston County Commission for People with Disability Issues, Alpha Chi Honor Fraternity, Alpha Kappa Mu Honor Fraternity, Notary Public -Dorchester County, South Carolina

Accomplishments

  • 2021 PEAK ACHIEVEMENT WINNER
  • Collaborated with team of 3 in the development of Closed Loop Training transition to the thrive environment .
  • Collaborated with instructional designer to develop initial training material for Closed Loop Department.
  • Resolved product issue through consumer testing.
  • Supervised team of 15 staff members in the Career Advantage and Next Level program .
  • Created internal sharepoint recruiting page for Charleston CEC

Certification

  • Certified DISC Facilitator, [Finxs] - May 2023
  • Change Style Indicator Facilitator Certified - April 2023

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Kai-David Hartwell