Makeyla Henry

As the Training and Development Coordinator, my job responsibilities include:

• Coordinating with internal and external departments to ensure the smooth operation of all technical courses and training sessions offered by the Contact Center training department.
• Working collaboratively with my team and external departments to deliver comprehensive, effective training sessions.
• I create, manage, and update technical documentation, eLearning, SOPs, Adobe Captivate projects, and Microsoft system implementations, including Excel, Word, PowerPoint, and SharePoint.
• Maintained strong knowledge of skills by participating in workshops, conferences, and online education classes. Example: I attended training sessions for Certified Associate in Project Management certifications in 2024.
• Monitor the performance of trainees during their technical training sessions to identify any issues or problems with their understanding of the course material. I also advise, support, and issue corrective action on a case-by-case basis.
• Provided support on software applications used in technical training programs.
• Perform task management within organizational platforms such as Monday.com, Outlook, SharePoint, and Microsoft Teams.
• Obtained and organized manuals, guides and visual materials for development and training purposes.
• Monitored, evaluated, and recorded training activities for program effectiveness.
• Scheduled classes and provide onsite support, based on availability of classrooms, equipment and instructors.
• Maintained a strong knowledge of Project Management, Calendaring and organization, Leadership principles, Excel, Adobe Captivate, and EQ by participating in workshops, conferences, and online education classes.
• Effectively communicate updates, implementations, statistics, changes to procedures, and classroom updates to internal and external departments across the organization.

• As a Contact Center lead agent I answer incoming calls and provided the highest level of professionalism and knowledgeable service to every client, agent, and customer that I advise.
• As an extension of management, I help drive organization success by leading and maintaining emails, special assigned projects, and contributing to training and development of new hires.
• My daily responsibilities include but are not limited to, de-escalating supervisor calls, coaching and advising agents, and answering and resolving issues with external clients, while servicing a call center for third party Credit Union services.

• As a customer service representative with Floor and Décor, I was responsible for Informing customers about billing procedures, processed payments and provided payment option setup assistance.
• My daily tasks also included, taking calls at the warehouse center, working at the cashier’s desk, and working the professional contractor center while maintaining the professional members accounts.
• I also assisted with cash handling, company emails, and directing the warehouse team.
• I provided excellent customer service to resolve customer complaints in a timely manner.
• I answered customer inquiries and provided accurate information regarding products and services.

• As a reliant energy sales representative, my responsibilities included door-to-door sales, and customer service communications.
• In my role I assisted potential customers with comparing and switching their energy provider to Reliant. I maintained impeccable records for pending, current, and closed sales.
• I also engaged customers with effective and persuasive communication skills to build interest and close sales.

• While employed at The Courtyard Marriott I went above and beyond expectations by helping with various tasks to support teammates and provide customer service.
• My responsibilities included: answering phone orders, serving at a fast-paced environment, assisting with banquets, and sincerely tending to guests needs by providing the best food and hospitality service possible.
• I also demonstrated accurate cash handling and sales and managed cash, debit, and credit transactions.

• While employed as a team member at Pizza Hut, my responsibilities included being a cashier and customer service avocate. In my role I collected payments and worked with front end staff.
• I also trained new team members in cash register operation, stock procedures and customer services.