Kayla Glover
Denver,CO
Overview
14
14
years of professional experience
Work History
Learning & Development Specialist
FirstBank
04.2021 - Current
- Designed and launched over 20 eLearning modules using Articulate Storyline and Rise, resulting in a 30% improvement in onboarding efficiency and an increase in 90-day retention rates by 16%.
- Conducted comprehensive training needs analyses using surveys and performance metrics, leading to curriculum updates that reduced skill gaps by 25% and directly supported company objectives.
- Managed learning management system (LMS) data entry, ensuring up-to-date training records and supporting organization-wide compliance initiatives.
- Automated reporting processes using Microsoft Excel, saving 10+ hours per month and increasing data accuracy for compliance audits.
- Facilitated live and virtual workshops for cross-functional teams, consistently achieving participant feedback scores above 75% over a 4 month period.
- Coordinated cross-functional project teams to develop and implement blended learning solutions, ensuring all milestones were met and contributing to a reduction in rollout time for new training initiatives.
- Maintained and analyzed training records through accurate data entry, contributing to quarterly leadership reports on learning outcomes.
- Led the end-to-end management of multiple L&D projects, including the launch of new compliance training programs, resulting in 100% on-time delivery and a 25% increase in training completion rates.
- Created detailed reports outlining the impacts of learning initiatives on overall business performance showcasing tangible results from L&D efforts.
- Facilitated targeted compliance refresher sessions for high-risk business units, contributing to a successful outcome in the most recent regulatory audit.
- Designed and launched a leadership development program, resulting in a 40% increase in success rate for new and developing leaders.
Barista Trainer
Starbucks
04.2017 - Current
- Managed customer interactions, resolving concerns efficiently and maintaining excellent satisfaction ratings by 45% over 6 months through a team effort.
- Directed ongoing evaluation of training effectiveness, driving a 25% improvement in employee performance metrics and exceeding store customer satisfaction goals year-over-year.
- Championed individualized coaching and actionable feedback, enabling baristas to consistently raise customer satisfaction ratings above 80% over a 12-month period.
- Designed, implemented, and led peer-mentoring initiatives and structured training programs for new and existing staff, achieving a measurable increase in employee retention.
- Prioritized and managed multiple tasks efficiently in a fast-paced environment, ensuring timely order completion and consistently meeting daily operational goals.
- Reduced average drink preparation time by 15% through targeted workflow training.
- Directed coworkers to positions to anticipate and resolve bottlenecks, ensuring seamless customer experiences even in high-pressure situations.
- Maintained composure and focus while managing competing demands, contributing to a positive team atmosphere and consistent service delivery.
- Adapted quickly to sudden surges in customer volume, ensuring order fulfillment within time goals set by the company and smooth operations during rushes.
Hiring and Recruiting Manager
Casa Bonita
03.2012 - 07.2015
- Led a team of 10 supervisors and 75+ front-of-house staff, fostering a collaborative environment that increased team retention by 20%.
- Achieved a 50% reduction in no-show interviews by revamping the candidate communication process and setting clear expectations.
- Improved candidate quality by 30% as measured by manager feedback, through targeted recruitment campaigns and rigorous selection criteria.
- Collaborated with department leads to forecast staffing requirements based on business trends, ensuring optimal coverage during peak service hours.
- Increased retention rates by 25% over twelve months by introducing a comprehensive onboarding and mentorship program for new hires.
- Empowered team leads to take ownership of daily operations, resulting in smoother shift transitions and increased staff morale.
- Delegated responsibilities effectively among team members, optimizing workflow and reducing shift-related conflicts by 45%.
- Optimized labor schedules in response to sales trends, reducing overtime costs by 20% while maintaining full service coverage during peak periods.
- Trained staff on loss prevention and fraud detection, leading to a 30% drop in reported shrinkage and theft cases.
Education
Bachelor of Science - Business Administration
Colorado Technical University
Colorado Springs, CO07-2026
Bachelor of Arts - Elementary Education
Metropolitan State University of Denver
Denver, CO12-2019
Skills
- Time management
- Team work & collaboration
- Communication (verbal & written)
- Problem solving
- Stakeholder communication
- Project planning and execution
- Curriculum Design & Delivery
- Compliance Training
- E-Learning Development
- Adaptability
- Leadership & Team Management
- Process Improvement
Timeline
Learning & Development Specialist
FirstBank
04.2021 - Current
Barista Trainer
Starbucks
04.2017 - Current
Hiring and Recruiting Manager
Casa Bonita
03.2012 - 07.2015
Bachelor of Science - Business Administration
Colorado Technical University
Bachelor of Arts - Elementary Education
Metropolitan State University of Denver