KENEISHA BOYD
Charlotte,NC
Summary
Learning and Development professional with solid foundation in designing and delivering impactful training programs. Skilled in curriculum development, facilitation, and performance analysis. Strong focus on team collaboration and adaptability to meet evolving business needs. Known for effective communication, problem-solving abilities, and results-driven approach.
Overview
13
13
years of professional experience
Work History
Charmeck 311 Customer Service Representative
City of Charlotte
Charlotte
03.2026 - Current
- Answered incoming calls for citizens requesting information and services in a high volume, fast-paced call center environment.
- Utilized all available tools and resources to provide high quality customer service.
- Maintained a positive, empathetic and professional tone towards callers and staff.
- Responded promptly to customer inquiries.
- Provided comprehensive information to residents regarding city services and programs.
- Resolved inquiries effectively using customer relationship management software, enhancing service delivery.
- Exceeded performance metrics through diligent attention to detail and effective communication skills.
CES Nesting Training Specialist
Amerigas
Charlotte
10.2025 - 02.2026
- Developed and facilitated training programs to enhance employee skills and knowledge retention.
- Evaluated training effectiveness through assessments and feedback, driving continuous improvement initiatives.
- Mentored new team members, fostering a culture of knowledge sharing and professional development.
- Coached employees on various topics including conflict resolution, goal setting, and career planning to foster individual growth within the company.
- Documented participation and evaluated learning for each participant.
- Provided coaching and mentoring to employees.
Fraud Operations Specialist
Wells Fargo
Charlotte
04.2023 - 10.2025
- Worked flexible hours across night, weekend, and holiday shifts.
- Performed moderately complex customer support tasks by utilizing solid communication, and verbal and written skills to establish rapport with customer and to deescalate difficult, as well as sensitive information as a part of resolving a claim.
- Expedited claims processing by accurately submitting electronic claims within established timeframes consistently.
- Achieved successful resolutions on disputed claims through effective collaboration between internal departments such as legal counsel and clinical experts.
- Worked with multiple claim types, take appropriate action using multiple systems and applications, and may contact third parties for research.
Learning and Development Trainer
Duke Energy
Charlotte
04.2013 - 03.2023
- Developed and delivered engaging training programs to enhance employee skills and knowledge.
- Collaborated with department leaders to identify training needs and align programs with organizational goals.
- Utilized Learning Management Systems (LMS) to track training progress and assess learner performance.
- Designed instructional materials and assessment tools to support diverse learning styles and objectives.
- Analyzed training effectiveness through feedback surveys, adjusting content for continuous improvement.
- Partnered with subject matter experts to ensure accuracy and relevance of training content.
- Maintained up-to-date industry knowledge through research and networking events, applying best practices to in-house training strategies.
- Tracked employee progress throughout development programs, providing timely feedback for adjustments as needed.
- Facilitated cross-functional collaboration, fostering knowledge sharing across departments.
- Provided coaching and mentoring to employees.
- Facilitated virtual, in-person and blended learning sessions.
Education
High School Diploma -
North Mecklenburg High School
Huntersville, NC06-2008
Skills
- Customer service
- Active listening
- Problem resolution
- Microsoft Office Suite
- Coordination
- Organizational development
- E-learning design
- Facilitation techniques
- Blended learning
- Soft skills training
- Needs assessment
- Learning management systems
- Employee engagement
- Coaching and development
- Employee interviewing
- Multitasking
- Agenda setting
Timeline
Charmeck 311 Customer Service Representative
City of Charlotte
03.2026 - Current
CES Nesting Training Specialist
Amerigas
10.2025 - 02.2026
Fraud Operations Specialist
Wells Fargo
04.2023 - 10.2025
Learning and Development Trainer
Duke Energy
04.2013 - 03.2023
High School Diploma -
North Mecklenburg High School