Summary
Overview
Work History
Education
Skills
Timeline
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Katrina M. Funches

Hazel Crest,Illinois

Summary

Dynamic Training Specialist with over 15 years of experience in instructional design and employee development. Proven track record in leading training sessions, enhancing sales techniques, and improving service delivery across multiple sectors. Achieved a 55% increase in sales and reduced employee turnover dramatically through effective training programs and mentorship. Expertise in creating engaging learning experiences through multimedia tools and adult learning principles. Ready to leverage skills at any organization to drive employee engagement and operational excellence.

Overview

25
25
years of professional experience

Work History

Senior Technical Service Representative

Comcast Corporation
02.2009 - Current
  • Provided advanced operational support to field technicians and service representatives, effectively resolving customer issues and enhancing client satisfaction.
  • Orchestrated training sessions and workshops, concentrating on refining sales techniques, service delivery, and technical troubleshooting.
  • Mentored and coached junior team members, fostering departmental growth by building robust technical and customer service competencies.
  • Devised and instituted performance metrics, conducting formative and summative assessments to perpetually enhance training results.
  • Promoted through various roles, including Retention Representative and Customer Experience Representative.
  • Selected for the 'Know Your Value Cohort' Program (2019-2020), collaborating with company leaders to spearhead strategic improvements.
  • Clinched 'Voice of the Customer' recognition for exemplary customer service delivery and high satisfaction levels.

Store Manager

Various Leadership Roles
10.2000 - 12.2008
  • Oversaw day-to-day store operations, encompassing HR, inventory management, customer service, and compliance.
  • Engineered and executed training programs that augmented employee performance and elevated retention rates.
  • Utilized multimedia tools and adult learning principles to craft engaging and effective learning experiences.
  • Collaborated with senior management on staffing needs and addressed employee performance issues through coaching and mentorship.
  • Accelerated sales by 55%, from $1.5 million to $2.15 million, via strategic merchandising, cross-selling, and promotions.
  • Revamped employee retention, reducing turnover from 56% to 15% by cultivating an inclusive work culture and implementing recognition initiatives.
  • Championed efforts that markedly diminished shrinkage and operational losses through enhanced staff training in inventory control and customer service.

Education

Master of Science - Instructional Design

Purdue University
06.2021

Certification - Articulate Storyline and Rise

Oregon State University
02.2023

Certification - Online Teaching and Learning

Governors State University
University Park, Illinois
08.2022

Bachelor of Arts - Speech Communication

Southern Illinois University
12-1995

Skills

  • Instructional Design
  • Curriculum Development
  • Experience with various LMS platforms
  • E-Learning Tools: Articulate 360, Articulate Storyline, Moovly, Canva
  • Proficient in Microsoft Office Suite
  • Experienced with Google Docs
  • Proficient in Microsoft Teams
  • Workforce development
  • Assessment and evaluation proficiency
  • Public speaking expertise
  • Team coaching and mentoring
  • Multimedia Content Creation & E-Learning Tools
  • Proficient in technical skills

Timeline

Senior Technical Service Representative

Comcast Corporation
02.2009 - Current

Store Manager

Various Leadership Roles
10.2000 - 12.2008

Certification - Online Teaching and Learning

Governors State University

Master of Science - Instructional Design

Purdue University

Certification - Articulate Storyline and Rise

Oregon State University

Bachelor of Arts - Speech Communication

Southern Illinois University

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Katrina M. Funches