Kayla Reese
Kinston,United States
Summary
Enthusiastic Training Specialist with outstanding record of achievement in training new hires. Passionate about changing lives and making workplaces safer, healthier and happier. Committed to continuous improvement.
Overview
11
11
years of professional experience
Work History
Training Specialist
Contact Us Communications
Jacksonville, United States
03.2020 - Current
- Trained agents virtually and on site for basic job policies and procedure how to navigate Salesforce (10-40 a class.). Use training salesforce NF, sandbox for multiple clients. This has been over a span of the last six years.
- Ensure payroll for all agents present, enter in any time adjustments needed.
- Managed incoming and outgoing correspondence
- Maintained and controlled calendar for management team
- Developed and implemented comprehensive training programs to support organizational needs.
- Conducted assessments of current training materials and identified areas for improvement.
- Collaborated with internal stakeholders to ensure that training content met the requirements of the organization.
- Created instructional material such as manuals, handouts, presentations, and multimedia visual aids.
- Assisted in developing policies and procedures related to quality assurance initiatives.
- Analyzed customer feedback data to identify areas for improvement in training delivery methods.
- Facilitated instructor-led classroom trainings both onsite and offsite at client locations.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Developed practical training programs to impart knowledge and improve individual skill sets.
- Compiled and analyzed weekly trainee retention reports.
- Supervised classroom during training delivery to determine if staff followed classroom guidelines and fulfilled necessary requirements of course objectives.
- Kept inventory of training supplies and materials and submitted purchase requests to maintain adequate inventory.
- Collaborated with internal business partners to create industry-specific course content.
- Explained goals and expectations required of trainees.
- Monitored, evaluated and recorded training activities or program effectiveness.
- Used role playing, lectures and simulations to present information in variety of instructional techniques and formats.
- Created and offered additional materials to enhance training.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Coordinated recruitment and placement of training program participants.
- Selected and assigned instructors to conduct training.
- Updated training information via Microsoft power point/excel when needed
- Provided feedback to corporate office on training on any possible changes that could help the agents/customers
- Compiled and organized information/data necessary for numerous types of reports/tables to include one-time recurring administrative and/or technical reports
- Provided administrative assistance, ran various reports, analyses of technical data, to provide Supervisor
- Oversaw inner office communication using memos, emails, official letters and faxes
- Followed up with employees to ensure deadlines were met
- Maintained records and responded in a timely time to meet deadlines or suspense dates
- Established, managed and maintained office records, files and filing systems for easy access or storage
- Reviewed and updated documents provided from other staff to ensure final format, grammar, policies, attachments, dates, signatures and correct/complete addresses were supplied
- Knowledge of clerical procedures and forms used to maintain various records, request supplies, and related duties, skill in operating office copiers, reproduction machines, multiple phone lines, fax machines, computers
- Provided agenda and/or minutes to staff from meetings or emails as necessary
- Ensured all staff and visitor inquiries fell within policies and guidelines of the office and company
- Provide staff proper material prior to upcoming meetings and briefings so they are properly equipped and informed
- Determine who has the authority to have what information based upon policies and procedures and the need to know
- Worked well, independently and with others
- Worked one on one with customers to deliver excellent customer service
- Great organizational skills and communicate effectively both orally and in writing, with military and civilian personnel
- Proficient in Word, Excel, PowerPoint, Web Based Programs and Access.
Operations Supervisor
Contact Us Communications
Jacksonville, United States
11.2019 - 03.2020
- Assisted customers with returns and exchanges
- Assisted with placing orders for customers
- Made any price adjustments needed on customer account
- Assisted and ensured customer was aware of all policies for company
- Assisted customer service agents with questions pertaining to customers
- Provided quality assurance assistance when needed
- This was grading the calls and providing the score to the agent as well as their direct supervisor
- Managed incoming and outgoing correspondence
- Directed calls and visitors correctly to the appropriate staff member
- Maintained and controlled calendar for management team
- Updated training information via Microsoft power point/excel when needed
- Provided feedback to corporate office on training on any possible changes that could help the agents/customers
- Performed a range of duties to consist of overseeing and maintaining work schedule changes, overtime reports, pay period reports, invalid hours, audits, time keeping, and entering prior pay changes, and maintain time
- Provided Payroll with time and attendance
- Compiled and organized information necessary for numerous types of reports to include one-time recurring administrative and/or technical reports
- Provided administrative assistance, ran various reports, analyses of technical data, to provide Supervisor
- Established, managed and maintained employee and office records and files
- Arranged necessary travel arrangements for employees and upper level management
- Oversaw inner office communication using memos, emails, official letters and faxes
- Followed up with employees to ensure deadlines were met
- Maintained records and responded in a timely time to meet deadlines or suspense dates
- Established, managed and maintained office records, files and filing systems
- Reviewed and updated documents provided from other staff to ensure final format, grammar, policies, attachments, dates, signatures, and correct/complete addresses are supplied
- Determined the release of information depending on regulations, policies and a need to know basis
- Knowledge of clerical procedures and forms used to maintain various records, request supplies, and related duties, skill in operating office copiers, reproduction machines, multiple phone lines, fax machines, computers
- Worked well, independently and with others.
Customer Service Representative
Contact Us Communications
Jacksonville, United States
11.2018 - 11.2019
- Assisted customers with returns and exchanges
- Assisted with placing orders for customers
- Made any price adjustments needed on customer account
- Assist and ensure customer is aware of all policy for company
- Assisted customer service agents with questions pertaining to customers
- Provided quality assurance assistance when needed
- This was grading the calls and providing the score to the agent as well as their direct supervisor
- Managed incoming and outgoing correspondence
- Directed calls and visitors correctly to the appropriate staff member
- Provided feedback to corporate office on training on any possible changes that could help the agents/customers
- Compiled information necessary for numerous types of reports to include one-time recurring administrative and/or technical reports
- Provided administrative assistance, ran various reports, analyses of technical data, to provide Supervisor
- Established, managed and maintained office records and files
- Knowledge of clerical procedures and forms used to maintain various records, request supplies, and related duties, skill in operating office copiers, reproduction machines, multiple phone lines, fax machines, computers
- Worked well, independently and with others
- Worked one on one with customers to deliver excellent customer service
- Great organizational skills and communicate effectively both orally and in writing, with military and civilian personnel
- Proficient in Word, Excel, PowerPoint and Access.
Shift Supervisor/ Trainer
Wendy's
Jacksonville, United States
03.2013 - 11.2018
- Maintained customer satisfaction while directing/helping crew members maintain speed and accuracy
- Ensured all monies where present at the end of shift, bank runs
- Closed shift, responsible for cleaning the store to ensure productive opening for next shift
- Kept track of all inventory in store
- Ensured all new crew members were aware of policy and procedure while maintaining food safety
- Assisted customers with returns and exchanges
- Assisted with placing orders for customers
- Assisted employees with questions pertaining to customers
- Provided quality assurance assistance when needed
- Managed incoming and outgoing correspondence
- Provided feedback to corporate office on training on any possible changes that could help the employees/customers
- Compiled information necessary for numerous types of reports to include one-time recurring administrative and/or technical reports
- Provided administrative assistance, ran various reports, analyses of technical data, to provide Supervisor
- Established, managed and maintained office records and files
- Knowledge of clerical procedures and forms used to maintain various records, request supplies, and related duties, skill in operating office copiers, reproduction machines, multiple phone lines, fax machines, computers
- Worked well, independently and with others
- Worked one on one with customers to deliver excellent customer service
- Great organizational skills and communicate effectively both orally and in writing, with military and civilian personnel
- Proficient in Word, Excel, PowerPoint and Access.
Education
High School Diploma -
Northside High School
Jacksonville, NC06-2013
Skills
- Salesforce experience
- Salesforce training sandbox experience
- Classroom experience
- Project development
- Learning Management Systems
- Training Program Development
- Video instruction
- Workshop Facilitation
- Program Planning
- Training delivery
- Performance Assessment
- Motivational speaking
- Training Program Design
- Employee Development
- Project Implementation
- Product Development
- Data Analytics
- Business Development
- Inventory Control
- Operations Management
- Process Improvement
- Training and mentoring
- Processes and procedures
References
- Tina Presley, EMI Services, Accounting Supervisor/Customer Service Supervisor, 910-382-7182, tina.presley@emiservices.com
- Shana Moore, Contact Us, employee, 305-495-7184
- Faith Clark, Kitchen Cabinet Distributors, Sales and Design Specialist, 984-960-8700, faith.raleigh2013@gmail.com
Timeline
Training Specialist
Contact Us Communications
03.2020 - Current
Operations Supervisor
Contact Us Communications
11.2019 - 03.2020
Customer Service Representative
Contact Us Communications
11.2018 - 11.2019
Shift Supervisor/ Trainer
Wendy's
03.2013 - 11.2018
High School Diploma -
Northside High School
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