Keyonna Small
Winston Salem
Summary
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for a collaborative approach and commitment to excellence, consistently driving success through teamwork and dedication to achieving results.
Overview
9
9
years of professional experience
Work History
Training Manager
Members Credit Union
01.2022 - Current
- Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers.
- Develop individualized and group training programs that address specific business needs.
- Develop training manuals that target tangible results.
- Implement effective and purposeful training methods.
- Effectively manage the training budget.
- Evaluate organizational performance to ensure that training is meeting business needs and improving performance.
- Assess employees’ skills, performance and productivity to identify areas of improvement.
- Drive brand values and philosophy through all training and development activities.
- Effectively communicate with team members, trainers and management.
- Create a curriculum to facilitate strategic training based on the organizations goals.
- Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.
- Manage the technologies and technical personnel required to develop, manage and deliver training.
- Keep abreast of training trends, developments and best practices.
Digital Engagement Coordinator
Members Credit Union
02.2021 - 01.2022
- Assists members with their online, digital questions via incoming phone calls.
- Provide quality member service over the phone, internet and e-mail.
- Answers incoming secured messages from the website.
- Opens, reviews and gathers all documentation for online account opening.
- Ensure proper documentation is disclosed to applicant to comply with laws, regulations and policies.
- Required to have extensive knowledge of our products and services.
- Additional duties as assigned.
Member Service Representative
Members Credit Union
05.2019 - 02.2021
- Answering phone calls and written questions, concerns, and complaints regarding membership.
- Providing information on membership fees, policies, processes, benefits, products, and services.
- Actively listening to members and identifying their needs.
- Recommending and cross-selling products and services to members and potential members.
- Investigating and resolving or escalating membership and payment issues.
- Assessing member eligibility and processing payments, applications, and requests.
- Documenting all inquiries and maintaining accurate membership records.
Crew Team Member
McDonald's
09.2018 - 04.2019
- Recorded orders by answering customer questions and entering requests in system.
- Greeted customers at drive-thru and took food orders.
- Assisted with in-store operations by disassembling delivery boxes, cleaning floors, and dishwashing.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
Cashier
Target
03.2018 - 03.2019
- Addressed customer needs and made product recommendations to increase sales.
- Answered questions about store policies and addressed customer concerns.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Crew Trainer
Mcdonalds
06.2016 - 07.2017
- Trained other employees in customer service, food safety, and performance requirements.
- Maintained current knowledge of all team position requirements.
- Set positive example for team members by providing high-quality, efficient service.
- Taught new team members correct procedures for all areas of operations.
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Mentored junior employees to improve performance, food safety, and customer service.
- Documented training and progress on database to enable tracking history and maintain accurate records.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
Education
Associate of Science - Nursing
Forsyth Technical Community College
Winston-Salem, NC01-2027
High School Diploma -
Plymouth High School
Plymouth, NC06-2016
Skills
- Sales leadership development
- Staff development plans
- Leadership training
- Strategic thinker
- Process evaluation and enhancement
- Training solutions development
- New hire on-boarding
- Product development
- Written and oral communication
- Project management
- Customized training
- Training facilitation
- Team direction
- Course development
- Business administration
- Classroom instruction
- Small group instruction
Accomplishments
- Trained more than 50 full time associates and 10 flex-time associates.
- Developed 15 advanced training courses using BAI.
- Achieved employee retention by introducing BAI for daily tasks.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Training Manager
Members Credit Union
01.2022 - Current
Digital Engagement Coordinator
Members Credit Union
02.2021 - 01.2022
Member Service Representative
Members Credit Union
05.2019 - 02.2021
Crew Team Member
McDonald's
09.2018 - 04.2019
Cashier
Target
03.2018 - 03.2019
Crew Trainer
Mcdonalds
06.2016 - 07.2017
Associate of Science - Nursing
Forsyth Technical Community College
High School Diploma -
Plymouth High School
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