Kristopher Goforth

As a leader at Chime, I've consistently demonstrated the ability to propel transformation and drive innovation. My dynamic leadership approach has led to remarkable achievements in various domains:

• NPS Surge: Spearheaded the creation of a new Customer Contact Flow that mobilized cross-functional teams to collaborate on the design and execution across multiple channels. This effort resulted in a 10% NPS score increase from our New Hire agents within the first 30 days.
• Strategic Resource Planning: Innovatively increased yearly project output by 20% by completing a comprehensive assessment of resources and forecasting against 2023 Objectives and Key Results.
• Team Leadership and Portfolio Management: Led a proficient Instructional Design team, managed an expansive portfolio across for six lines of business, mentored designers in creating captivating learning
  solutions aligned with adult learning theory best practices.
• Process Architect: Streamlined collaborative processes with subject matter experts, delivering modern, engaging learning solutions with tangible business outcomes. This included the creation and launch of both the New Hire Maintenance team and the L&D Quality Assurance team.
• Milestone Ownership and Transparency: Established success benchmarks in learning, ensuring clear communication and transparency with stakeholders regarding results and outcomes.

Served as a dynamic Learning and Development leader, both facilitators and instructional designers, with a track record of propelling teams towards excellence. My time as a Walmart eCommerce Learning and Development leader has been marked by transformative initiatives and strategic prowess:

• Team Transformation: I ignited growth within Walmart eCommerce by mentoring and empowering instructional designers and facilitators, sculpting a vibrant team poised for success.
• Strategic Training Evolution: : Innovatively orchestrated a game-changing training consolidation, cutting new hire programs by a remarkable 50%. This strategic move not only streamlined operations but also significantly slashed operational costs and expedited new hire agents' journey to peak proficiency.
• Virtual Learning Dynamo: At the forefront of virtual learning, I introduced captivating strategies for vILT platforms, infusing dynamism into remote facilitation techniques during the Covid19 pandemic.
• Collaborative Synergy: Collaboration stood paramount as I joined forces with diverse operational teams, orchestrating the alignment of training needs, schedules, and development timelines for the eCommerce group.
• Benchmark-Beating Impact: A testament to my dedication, survey results consistently soared above benchmarks for every developed training, reflecting the impactful learning experiences curated.
• Cultivating Growth: Fueling continuous evolution, I fostered cross-pollination among workgroups, nurturing a culture of growth within the organization.

At Samsung Electronics America, I held the role of a Senior Retail Instructional Designer, leaving an indelible mark with my strategic insights and creative finesse:

• Engaging Retail Learning: I crafted captivating learning journeys tailored for frontline retail representatives, designed to thrive in dynamic retail store environments.
• Mass-Scale Training: I orchestrated hands-on training experiences for up to 1000 employees, fostering skill in feature positioning, customer benefits and enrichment on a grand scale.
• Survey Success: I garnered the highest participant survey results at bi-annual National Sales Meetings, showcasing the impact of training on new mobile device launches.
• Resource Maximization: By collaborating with the training field support team, I elevated training resource utilization by an impressive 20% through a complete assessment on trainings resources that were under utilized and focused on learner feedback to create additional resources that were more impactful.
• Innovative Engagement: I pioneered a bi-monthly vlog for frontline training teams, offering immersive product and service insights, effectively connecting with the audience.

During my tenure as an Instructional Designer at Verizon Wireless, I embarked on a journey of innovation and impact, shaping transformative learning experiences:

• Revitalized Onboarding: Transitioned traditional New Hire programs to hands-on and experiential learning, enhancing engagement and effectiveness.
• Empowered Trainers: Led comprehensive lead certification programs, upskilling trainers across various domains.
• Embraced Adult Learning: Integrated adult learning principles into program design, elevating learning outcomes.
• Innovative Leadership Outreach: Curated a captivating weekly video series for leadership, driving efficiency savings of over a million dollars.
• Critical Thinking Transformation: Developed leadership training focusing on critical thinking, utilizing an engaging escape room style approach.
• Versatile Expertise: Proficiency across multiple channels, including Customer Service, Technical Support, Chat, and Strategic Partner Centers.
• Project Management Excellence: Managed multiple enterprise-wide projects simultaneously, demonstrating adept project management skills.
• Strategic Advisory: Informed senior leadership on organizational design, leadership development, and employee relations, optimizing ROI.
• All-in-One Facilitation Guide: Designed a comprehensive guide for both virtual and face-to-face training, standardizing facilitation.

In my role as a Customer Service/Tech Support Trainer, I harnessed years of experience to drive impactful training initiatives, shaping both individuals and organizations:

• Virtual Facilitation Excellence: I took the helm in creating the MWA Virtual Training team, revolutionizing virtual facilitation for leadership on pressing topics. This strategic move delivered operational efficiencies amounting to over $200,000.
• Tech Support Mastery: As a key contributor, I played a pivotal role in crafting new Tech Support training programs, elevating the knowledge base of representatives across the nation.
• Performance Leadership: Solely responsible for the training of 11 Tech Support New Hire groups within a single year, contributing to the Lincoln, NE Call Center's recognition as the nation's top Technical Support group.
• Continuous Improvement: In cases where expected improvements were not achieved, I proactively developed alternative training methods to ensure ongoing progress.
• Tailored Skill Enhancement: I devised and delivered ad hoc training programs, catering to individual and team skill enhancement needs, ensuring consistent job skills improvement.
• Holistic Needs Assessment: Employing a multifaceted approach, I assessed training needs through surveys, focus groups, leadership meetings, and one-on-one interviews with both leadership and frontline representatives.

• Provided expert technical assistance to customers, resolving complex issues related to wireless services and devices.
• Delivered exceptional customer service, ensuring a positive customer experience.
• Demonstrated in-depth knowledge of Verizon's products and services.
• Proficiently handled troubleshooting and resolved customer concerns.
• Consistently met or exceeded performance targets and service level agreements.
• Collaborated effectively with team members and cross-functional departments to address customer needs.
• Maintained a strong commitment to customer satisfaction and problem-solving