Kaleyah McCalister

Medicare Supplement: September 2022 - July 2024

• Assessed training needs of staff and developed customized training plans to address those needs.
• Reported and evaluated progress of employees under guidance during training periods.
• Developed alternative training methods if expected improvements are not seen.
• Developed training procedures and program curriculum to support corporate objectives.
• Contributed to employee development plans in support of job-specific skills development.
• Created various instructional materials including handouts, manuals, job aids, exercises and multimedia visual aids.
• Developed testing protocols to measure comprehension levels of participants in various courses offered.
• Delivered presentations on new concepts or processes at company conferences or events. Developed and conducted training programs for new hires and existing staff, emphasizing customer service skills.
• Traveled to other customer service sites to provide training and support.

MAPD PDP July 2024 - Current

• Identified training needs and developed content while evaluating existing programs.
• Completed projects in alignment with target deadlines and financial objectives.
• Obtained, organized and developed training procedure manuals, guides and course materials.
• Restructuring customer service shared SharePoint site for ease of navigation and organization,
• Administered government-supported community development programs and promoted department programs and services.
• Implementing workstreams for customer advocate specialist.
• Updating current training resources for consistency and accuracy.

• Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
• Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
• Listened to customers in actively to assess issues and provide accurate information.
• Conducted thorough research to provide accurate information and resolve complex issues for customers.
• Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
• Contributed ideas for process improvements that led to reduced wait times for customers seeking assistance over the phone or via email/chat platforms.
• Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Meeting metrics allowed for special projects to be assigned to me.

• Served as a liaison between upper management and team members, effectively communicating goals, expectations, and updates.
• Managed workload distribution effectively, balancing tasks among team members according to their strengths and areas of expertise.
• Improved order processing efficiency by accurately picking and packing items.
• Maintained a clean and organized workspace by adhering to warehouse safety standards.

Learning Ambassador:

• Served as a mentor teacher for new educators, providing guidance and support throughout their first year of teaching experience.
• Promoted a positive learning environment by establishing clear expectations and fostering strong communication with students and parents.
• Updated and maintained comprehensive library of training resources, accessible to all employees.
• Audited 5-7 employees at a time and submitted audits to the Learn Team.

• Trained new team members on company policies, menu items, and customer service expectations to ensure consistent quality across the team.
• Enhanced customer satisfaction by efficiently managing orders and addressing concerns in a timely manner.
• Reduced wait times for customers by streamlining the order-taking process and effectively delegating tasks to team members.
• Supported management in achieving business goals by proactively identifying areas for improvement within daily operations and suggesting solutions.
• Strengthened employee retention rates by providing support, guidance, mentoring opportunities for development within fast-paced environments.
• Promoted a positive work culture by encouraging open communication among team members and recognizing accomplishments regularly.
• Addressed equipment malfunctions promptly, minimizing downtime and ensuring consistent product quality.
• Handled cash transactions accurately, maintaining balanced registers at the end of each shift.
• Provided constructive feedback to team members on their performance, fostering an environment of continuous improvement within the restaurant setting.
• Ensured adherence to brand standards within diverse responsibilities including food preparation and serving processes.
• Coordinated schedules for team members, considering availability and business needs while maintaining optimal staffing levels.
• Trained newly hired employees on routine tasks and customer service.
• Performed shift change tasks each day to keep store neat and running smoothly.
• Followed food safety procedures outlined in company policies and health and sanitation regulations to prevent food borne illness.
• Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
• Trained new hires in food handling and safety protocols to boost knowledge and performance.
• Monitored food inventory and supplies to prevent waste.
• Maximized team productivity by expertly delegating tasks to kitchen staff.
• Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
• Led employee relations through effective communication, coaching, training, and development.
• Empowered employees to take ownership of their roles by delegating tasks appropriately, resulting in heightened job satisfaction.
• Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
• Consistently met or exceeded departmental goals by effectively managing resources and establishing clear objectives for the team.