Keonda Washington
Lanham,MD
Summary
Dynamic Training Manager with over 14 years of experience in Quality Assurance and more than 20 years in Customer Service, dedicated to enhancing employee development and training strategies through operational expertise. Possesses a deep understanding of performance metrics, compliance requirements, and adult learning principles, effectively supporting new hire onboarding and ongoing education initiatives. Committed to fostering a culture of continuous improvement through quality-driven coaching that empowers teams to achieve their full potential. Proven ability to align training programs with organizational goals, ensuring a skilled workforce ready to meet evolving business challenges.
Overview
20
20
years of professional experience
Work History
Call Center Training Manager
Transdev Services
Hyattsville, MD
12.2025 - Current
- Developed and implemented comprehensive training programs to enhance employee performance and operational efficiency.
- Collaborated with department heads to identify training needs and align programs with organizational goals.
- Facilitated onboarding sessions for new hires, ensuring smooth integration into company culture and processes.
- Evaluated training effectiveness through feedback surveys and performance assessments, adjusting content as needed.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Spearheaded initiatives for continuous improvement in training delivery methods, incorporating innovative technologies.
OCC Supervisor
Medical Transportation Management
New Carrollton, MD
01.2021 - Current
- Supervise daily operations, ensuring compliance with safety and quality standards.
- Implement performance management systems to enhance team accountability and productivity.
- Develop training programs that improve staff skills and operational efficiency.
- Analyze operational data to identify trends and drive process improvements.
- Foster a collaborative environment that promotes continuous improvement and high morale.
Quality Service Liaison
Medical Transportation Management
Hyattsville, MD
10.2013 - 01.2021
- Ensured compliance with quality standards and regulations in service delivery.
- Developed and implemented training programs for staff to enhance performance and service quality.
- Collaborated with cross-functional teams to streamline processes and improve operational efficiency.
- Monitored service metrics and provided actionable insights to drive continuous improvement.
- Actively participated in coaching and mentoring team members to foster professional growth.
Dispatcher
Mv Transportation Inc.
Hyattsville, MD
06.2006 - 10.2013
- Coordinated transportation logistics for efficient operations at Mv Transportation Inc.
- Monitored compliance with safety regulations and service standards, enhancing operational performance.
- Developed and implemented training programs for new dispatchers, improving onboarding efficiency.
- Analyzed performance metrics to identify areas for improvement, driving continuous operational enhancements.
- Fostered strong relationships with drivers and clients, ensuring high levels of service and satisfaction.
Education
High School Diploma - General
Freestate Challenge Academy
Aberdeen, MD06-2001
Dental Assisting Diploma - Dental Assisting
Applied Career Training
Arlington, VA06-2003
Skills
- Quality Control Analysis
- Quality Monitoring
- Critical Thinking
- Computer Skills
- Team Management
- Organizational Skills
- Work Ethic
- Processes and Procedures
- Quantitative Skills
- Coaching and mentoring
- Microsoft Office
- Customer Service
- Training & Development
- Staff development
- Performance management
Timeline
Call Center Training Manager
Transdev Services
12.2025 - Current
OCC Supervisor
Medical Transportation Management
01.2021 - Current
Quality Service Liaison
Medical Transportation Management
10.2013 - 01.2021
Dispatcher
Mv Transportation Inc.
06.2006 - 10.2013
Dental Assisting Diploma - Dental Assisting
Applied Career Training
High School Diploma - General
Freestate Challenge Academy