Keren Zayas Ruiz
San Antonio,TX
Summary
Training and development professional prepared to drive impactful learning initiatives. Expertise in designing and implementing training programs to enhance team performance. Strong focus on collaboration, adaptability, and achieving measurable results. Skilled in instructional design, curriculum development, and performance assessment. Known for reliability and effective communication in dynamic environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Training and Development Specialist
United Finishes
San Antonio
05.2023 - 06.2025
- Develop curricula using Power Point and Salesforce to meet accepted industry standards, including the development of comprehensive training plans, instructor guides, presentations, videos, scenarios, exercises, course materials, logistical frameworks, templates, examinations, and all other requisite elements and increase company retention and productivity rates 60%.Support and manage training programs, with travel as necessary, including instruction, organization, logistics, and procurement
- Liaise with HR, Senior Management, and support personnel to ensure completion of training and objectives
- Collaborate with all levels of United Finishes and Artisan Design Group leadership to ensure employees meet requisite training standards
- Interface with all departments and divisions within United Finishes to identify challenges, conduct skills gap analyses, promote best practices, and facilitate solutions
- Provide consultation and support to leadership and staff
- Assist in the deployment, maintenance, and management of training, records, and online learning platforms
- Prioritize incoming challenges and take either unilateral or coordinated action to address challenges or opportunities; follow through on projects and initiatives until successful completion, often with deadline pressures
- Consult with the President, HR, Senior Leadership and key team leaders to support onboarding, mentoring, and employee development.
- Work with all levels in the organization to identify, analyze and solve problems and create opportunities for continuous development
- Trained and mentored 30 new personnel hired to fulfill various roles.
Customer Care
Floors Inc.
San Antonio
04.2021 - 05.2023
- Managed approximately 80 incoming calls and emails per day from customers.
- Interact with customers, field Inspectors, and vendors.
- Process customer requests (assisting customers throughout the installation process)
- Process inspection reports, from RFMS, to facilitate repairs.
- Resolve customer service issues (Scheduling Appointments)
- Data entry (RFMS)
- Daily email and phone communication with customers, field inspectors and product vendors.
- General administrative tasks, team support, and solving service issues.
- Train new hires on Customer Care duties and processes
- Selected for the training committee to develop a training program for Floors Inc under Korey Downey.
- Strengthened relationships between Customer Care teams and other departments within the organization, fostering collaboration towards common goals.
- Boosted client retention rates with proactive outreach and attentive customer care.
- Provided professional guidance to colleagues as a subject matter expert in key areas of customer care operations.
- Contributed to the development of new customer care policies and procedures, increasing overall efficiency.
- Collaborated with team members to share best practices and develop strategies for exceptional customer care.
- Oversaw daily operations of the customer care team, allocating resources efficiently to meet business goals.
Lead Teacher
Primrose Cibolo Canyon
San Antonio
06.2019 - 08.2020
- Responsible for the overall supervision and daily class functions of 30 children.
- Observed all rules and regulations of the local, state or national regulatory agencies pertaining to the health, safety and care of children
- Assessed each of the 30 student's developmental needs on an ongoing basis
- Implemented the approved lesson plans and daily classroom schedule in accordance with the Primrose Balanced Learning curriculum and programming
- Planned parent-teacher conferences and student evaluations
- Maintained an attractive, well-kept classroom that encourages children to create, explore and make decisions with confidence
Account Manager Support
Cinpak (Through Elwood Staffing)
San Antonio
10.2018 - 12.2018
- Prepared and review cost proposals for 63 contracts
- Worked with a CRM Program (customer management program)
- Ordered and managed sample request for Account Managers
- Resolved various ordering and shipping conflicts between Vendors and End-user
- Oversaw 20 custom projects
Administrative Assistant -Night Audit Supervisor-Customer Service Rep -Guest Service Rep-At Your Service Rep
Marriott International
Orlando
12.2004 - 10.2018
- Developed, administered, and analyzed surveys to identify training techniques based on learning styles and needs.
- Assessed skill gaps for 45 employees in various departments and developed training courses to meet identified needs.
- Coordinated and prioritized required training courses.
- Organized and edited training modules
- Coordinated ongoing technical training and personal development classes for staff members.
- Trained new hires to perform cross-training exercises with experienced workers.
- Worked collaboratively to create and develop training materials including but not limited to customer care and morale
- Facilitated in pre and post-training activities - logistics, tracking, productivity, and responding to questions related to training.
- Evaluated the effectiveness of training and monitored employees on continuous learning events to ensure consistency for new hires and existing staff.
- Prepared letters, memos, and other documents using word processing, spreadsheet, database, and presentation software.
- Created and maintained computer- and paper-based filing and organization systems for records, reports, and documents.
- Trained and monitored new hires in daily front desk processes and operations
- Organized and facilitated department meetings
- Solved customer issues while maintaining both the customer’s and the company’s best interest
- Organized and Train on new information for the Customer Service Department
- Participated in the “Going Green” committee For the Marriott Call Center
- Participated in the Department Quality Committee for the Customer Service Department
- Bridged the communication among 4 departments to facilitate daily processes
- Ran daily reports for the front desk
Education
Certificate - Analytics And Metrics Professional
Global Skill Developmet Council
San Antonio, TX07-2024
Certificate - Instructional Designer,
Global Skill Development Council
San Antonio, TX07-2024
Certificate - Learning And Development Professional
Global Skill Development Council
San Antonio, TX06-2024
Skills
- Staff development plans
- Leadership Training
- Strong interpersonal skills with excellent ability to manage employee productivity
- Strong computer skills including strong knowledge of basic Microsoft Office
- On-boarding programs
- Employee engagement
- Coaching and mentoring
- Customized training
- Schedule management
Accomplishments
- Supervised team of 15 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of 10 in the development of various departmental training programs.
- Achieved increased productivity by creating and completing a comprehensive, blended, and holistic learning journey that combines diverse, interconnected components with accuracy and efficiency.
Certification
- Certified Learning and Development Professional, June 2024
- Certified Analytics and Metrics Professional, July 2024
- Certified Instructional Designer, July 2024
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Training and Development Specialist
United Finishes
05.2023 - 06.2025
Customer Care
Floors Inc.
04.2021 - 05.2023
Lead Teacher
Primrose Cibolo Canyon
06.2019 - 08.2020
Account Manager Support
Cinpak (Through Elwood Staffing)
10.2018 - 12.2018
Administrative Assistant -Night Audit Supervisor-Customer Service Rep -Guest Service Rep-At Your Service Rep
Marriott International
12.2004 - 10.2018
Certificate - Analytics And Metrics Professional
Global Skill Developmet Council
Certificate - Instructional Designer,
Global Skill Development Council
Certificate - Learning And Development Professional
Global Skill Development Council