Kareem Frye Martin
Athens
Summary
Talent development professional skilled in employee training, performance management, and career development strategies. Proven track record of designing and executing impactful training programs. Known for enhancing team productivity and customer satisfaction through effective leadership and staff development. Adept at fostering strong customer relationships, exceptional time management, and complex problem-solving skills. Significantly reduced training time by streamlining onboarding processes, achieving notable employee engagement and performance improvements in in-person and virtual trainings. Strong focus on team collaboration and achieving measurable results. Reliable and adaptable with expertise in instructional design and employee engagement.
Overview
17
17
years of professional experience
Work History
Retail Sales Associate
The Good Feet Store
08.2024 - Current
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Answered questions about store policies and addressed customer concerns.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Recommended complementary purchases to customers, increasing revenue.
Manager of Talent Development I
Maximized performance by monitoring daily activities and mentoring team members
01.2015 - 04.2024
- Maximized performance by monitoring daily activities and mentoring team members, maintaining average KPI attainment above 88%
- Had an integral role in helping the company transition from strictly brick-and-mortar training classes to a primarily global/virtual training environment utilizing Microsoft Teams (training agents in Athens, GA, Charleston, SC, Orlando and Jacksonville FL)
- Controlled costs by reducing employee turnover rate during training, averaging 95% or higher graduation rates for 3 quarters consecutively
- Monitored and analyzed new-hire performance to identify areas of opportunity (for agents performing below goal) and created personalized coaching to assist with their development
- Assisted agents with completing onboarding and new-hire paperwork
- Created a welcoming environment with a focus on getting to know the agents during onboarding
- Then developed a strong company culture during training, with the focus on classes being interactive, upbeat, and fun while also being thorough
- Ensured training and learning materials were up to date by revising outdated material and evaluating existing training programs against company goals and objectives, making necessary adjustments for optimal results
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
- Developed customized training materials tailored to individual learning needs, ensuring a higher retention rate among trainees
- Established a positive learning environment by fostering open communication and encouraging team collaboration during training sessions
- Boosted overall team productivity by identifying individual strengths within the group and assigning relevant tasks accordingly during training sessions
- Streamlined onboarding process for new customer service representatives, resulting in increased efficiency and reduced training time
- Enhanced team performance by implementing strategic planning and goal-setting.
- Led cross-functional teams to drive project success and meet deadlines.
- Developed innovative solutions, fostering a culture of continuous improvement.
- Improved employee engagement by creating a fun and supportive work environment.
- Managed and motivated employees to be productive and engaged in work.
Senior Team Leader of Contact Center Operations
Consistently met and/or exceeded company program goals
08.2008 - 01.2015
- Consistently met and/or exceeded company program goals in regard to quality (above 88%) and conversion
- Produced weekly, daily, and monthly activity reports and forecasts, targeting underperforming agents and customizing coaching based on their opportunities
- Experience in leading teams of 15+ agents, oftentimes up to 30, on customer service, retention, and sales-based programs
- Performed weekly meetings with each agent, creating unique individualized action plans to help them achieve their program goal(s)
- Mentored junior team members, providing guidance and support to enhance their career progression, leading to the promotion of several members
- Achieved customer satisfaction targets consistently by ensuring high-quality customer service, according to industry standards
- Developed strategies to promote team member adherence to company regulations, consistently meeting the company goal of 85% team schedule adherence
- Built a cohesive team culture by getting to know and understanding individual preferences, and recognizing their achievements based on those preferences
- Worked side-by-side with training and QA departments to identify areas of improvement (in quality, conversion, and cancel rates) and devised solutions based on findings
- Discovered training needs and provided coaching.
- Championed a culture of continuous learning, fostering an environment conducive to professional growth and development.
- Implemented data-driven decision-making processes, leveraging analytics tools for informed business decisions.
Education
High School Diploma -
Clarke Central High School
Athens, GASkills
- Collaborative Team Management
- Effective Time Allocation
- Strategic Problem Resolution
- Customer Relationship Management (CRM)
- Career development
- Performance Improvement Strategies
- Policy Implementation
- Staff and Employee Training and Development
- Experienced with MS Office Suite
- Service Excellence
- Cross-Functional Teamwork
- POS System Management
- Customer Requirements Analysis
- Comprehensive Talent Management
- Training facilitation
- Effective Onboarding Techniques
Accomplishments
- Used Microsoft Excel to develop new company manuals, program guides, and training materials to streamline training for new-starts.
- Trained teams of 6 to 35 new hires in, both, in-person and virtual trainings.
- Awarded 'Trainer of the Quarter' for 3 consecutive quarters in fiscal year 2023.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time off401k matchPaid sick leaveTimeline
Retail Sales Associate
The Good Feet Store
08.2024 - Current
Manager of Talent Development I
Maximized performance by monitoring daily activities and mentoring team members
01.2015 - 04.2024
Senior Team Leader of Contact Center Operations
Consistently met and/or exceeded company program goals
08.2008 - 01.2015
High School Diploma -
Clarke Central High School
Similar Profiles
Madelyn JeffersMadelyn Jeffers
Intern at The Good Feet StoreIntern at The Good Feet Store
Barbara GonzalezBarbara Gonzalez
Arch Support Specialist at The Good Feet StoreArch Support Specialist at The Good Feet Store
BETHANY VERABBETHANY VERAB
Certified Orthotic Specialist/Store Manager's Assistant at The Good Feet StoreCertified Orthotic Specialist/Store Manager's Assistant at The Good Feet Store