Kayla Glover
Denver,CO
Overview
14
14
years of professional experience
Work History
Learning & Development Specialist
FirstBank
Lakewood, CO
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
Denver, CO
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
Lakewood, CO
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