Summary
Overview
Work History
Education
Skills
Awards
Clifton Strengths
Timeline
AdministrativeAssistant
Keita Kelly

Keita Kelly

Grand Prairie,TX

Summary

Proven Business Leader with expertise in Sales Support, Training Delivery & Development, and Global Vendor Management. Strong track record of collaborating with cross-functional teams to ensure quality delivery for large-scale initiatives. Seeking to leverage expertise in leadership, motivation, and evaluation of high-performing teams to drive training excellence, improve sales, customer success and achieve business goals.

Professional leader with extensive experience in driving strategic initiatives and fostering effective team collaboration. Strong background in project management, budget oversight, and stakeholder engagement, ensuring organizational goals are met efficiently. Known for adaptability, reliability, and focus on achieving impactful results. Skilled in leveraging data-driven insights, optimizing processes, and mentoring teams to excel in dynamic environments.

Overview

30
30
years of professional experience

Work History

Associate Director- Training Delivery

Verizon Communications
10.2020 - 06.2024
  • Responsibilities: - Oversee all aspects of Training Delivery, Trainer Readiness, and Training Completions for 12 partner sites.
  • - Prepared delivery plans, conducted content reviews, and contributed to super teams for new initiatives and launches with training impacts to frontline and leadership
  • Led content design SPRINTS, provided SME reviews to content, collaborated with Legal and stakeholders to ensure content was compliant and effective
  • - Collaborated with Partner Training Leadership and Verizon cross-functional teams to ensure quality delivery and preparedness for over 8000 agents.
  • - Led, motivated, and evaluated an international team of high-performing Consultants managing day-to-day interactions with partner training teams, responsible for observations, certification, and development of partner trainers.
  • - Led teams to set up new partner sites internationally, working with cross-functional teams to support hiring, training, IT, security, etc.
  • - Lead Diversity and Inclusion sessions with people leaders and senior leadership, while managing a group of trainers to roll out Conscious Inclusion Anti-Racism Training for over 7000 people leaders

Manager Workforce Performance

Verizon Communications
07.2012 - 10.2020
  • Responsibilities: Oversaw Vendor Training Support, creating a Certification and Remediation Program for facilitation skills and learner retention.
  • - Worked with Wireless Local Agents to generate additional revenue offering new products in store to increase revenue
  • - Created and maintained an ongoing certification path for Call Center Trainers, improving facilitation skills and preparedness for delivery.
  • - Transitioned Trainer Scorecard Metrics to improve tracking and minimizing manual processes.
  • - Created and delivered workshops and training to improve sales for frontline employees
  • - Created leadership development and career training to provide development for call center leadership teams
  • - Coordinated Training & Delivery Support for New Partner Launches and Train-the-Trainer Sessions.
  • - Supported initiatives and launches for a National Employee Engagement Team.
  • - Collaborated to plan quarterly sales rallies and learning events for external door-to-door, indirect wireless owners, and outbound telemarketing partners.
  • - Organized multi-city events for over 1000 sales associates and leaders, responsibilities included setting up registration links, ordering printed materials, developing and reviewing event content, travel to each location to support and facilitate events.
  • - Facilitated planning meetings, conducted vendor and hotel negotiations.
  • - Ensured stakeholder expectations were met and provided post event surveys to assess impact and performance

Instructor/Training Manager

GTE/Verizon Communications
04.1994 - 07.2012
  • Responsibilities: Created and staffed the Training Department for the call center.
  • - Developed and reviewed all courseware and materials.
  • - Participated in system testing for Remedy, BX, and Communication Coach systems.
  • - Implemented developmental programs to enhance employee skills and create a path to promotions
  • - Introduced new learning technologies, including web-based and simulation training to call center

Education

Computer Information Systems

DeVry Institute of Technology
Irving, TX

Skills

  • Training & Delivery
  • Project Management
  • Curriculum Design
  • Presentation Skills
  • Vendor Management
  • Customer Success
  • Presentation Skills
  • Sales Skills
  • Strategic leadership
  • Coaching and mentoring
  • Relationship building
  • Process improvement
  • Budget management

Awards

2024 President’s Lifetime Achievement Award, - Awarded for Volunteer Service to Anna’s House Shelter

Clifton Strengths

  • Input
  • Relator
  • Positivity
  • Learner
  • Achiever

Timeline

Associate Director- Training Delivery

Verizon Communications
10.2020 - 06.2024

Manager Workforce Performance

Verizon Communications
07.2012 - 10.2020

Instructor/Training Manager

GTE/Verizon Communications
04.1994 - 07.2012

Computer Information Systems

DeVry Institute of Technology

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