Kayla Taylor
Marietta,GA
Summary
Well qualified Learning and Development professional with years of experience in effective communication and relationship management, adept at planning, designing and implementing remote training programs with high impact. Highly praised for maintaining a high level of professionalism; with noteworthy ability to work in a fast-paced environment with and without direct supervision. Proven leader ready to make hard decisions and counsel peers to long term success
Overview
7
7
years of professional experience
Work History
Learning and Development Specialist
Square, Inc
Atlanta, GA
01.2021 - 02.2026
- Designed and implemented first global curriculum for risk vertical to enhance educational offerings and exceed key performance indicators.
- Assisted in transitioning the New Hire Training program from being 100% facilitator led down to 60-70%, driving more self-guided atmosphere to be on par with industry standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Provided coaching and mentoring to employees.
- Facilitated virtual and blended learning sessions for 10+ Cohorts of learners earning average Confidence and Satisfaction scores of 85%+ during and post training.
- Lead in overseeing logistics, completions and reporting of 12 training cohorts, and assisted in these identified areas for 3+ training cohorts.
- Trained, coached and mentored 150+ new personnel hired to fulfill various roles.
- Utilized variety of instructional design methodologies to create effective learning experiences within the GQ New Hire Training Curriculum as a core contributor.
- Drove a small-scope, but internationally-scaled initiative to revamp the 1hr training for our advocate-scheduling tool (NICE) at the request of the WFM team.
- Project managed and contributed to developing 15 small group activities yielding 15.33 hours of new content
Customer Success Advocate
Square, Inc
Atlanta, GA
07.2019 - 01.2021
- Handled high volume of inbound phone calls in fast-paced environment within US and CA markets.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Identified, documented and took ownership of customers' issues and saw problems through to resolution.
- Identified trends in customer issues and suggested improvements to processes, policies and procedures with key stakeholders
- Engaged and collaborated with Key Product Owners within Square for Restaurants improving its application interface
Education
Bachelor of Science - Multimedia Communications
Georgia Southern University
Statesboro, GA12-2013
Skills
- New Hire Orientation
- Orientation Procedures
- Training Manuals and Materials
- Learning and Development
- Curriculum Design
- Company Policy Compliance
- Customer Relationship Management (CRM)
- Agile Methodologies
- E-Learning
- Instructional Design
- Articulate 360
- Data Analysis
Timeline
Learning and Development Specialist
Square, Inc
01.2021 - 02.2026
Customer Success Advocate
Square, Inc
07.2019 - 01.2021
Bachelor of Science - Multimedia Communications
Georgia Southern University