Dancing
Lauren Perrier
Sandy,UT
Summary
Experienced Training Specialist adept at onboarding and training new hires and leaders. Delivered high-impact training programs, driving engagement and catering to diverse learning styles. Achieved outstanding graduation rates and certification scores both domestically and internationally. Instrumental in launching and training successful BPO sites globally, consistently delivering exceptional results. Seeking new opportunities due to company relocation.
Overview
7
7
years of professional experience
Work History
Customer Service Trainer & Learning Development
StubHub
Atlanta, USA
09.2022 - Current
- Led training for over 200 new hires in the U.S., with classes averaging 10-30 trainees, achieving a 95.5% average graduation rate and a certification score average of 84.3% (minimum certification score: 70%).
- Conducted comprehensive 1-month training programs (2 weeks in-class, 2 weeks on-calls) that ensured alignment with StubHub's service standards, utilizing interactive learning techniques to enhance trainee engagement and retention.
- Utilized interactive facilitation techniques, including role-playing and group discussions, to create a dynamic and engaging learning environment.
- Edited and enhanced existing training materials to incorporate diverse learning styles and increase engagement, leading to improved trainee feedback and retention of information.
- Coached attendance and behavioral skills on a 1:1 basis, proactively addressing issues and fostering a positive learning environment for diverse learners.
- Selected as 1 of 2 trainers (from a team of 7) to travel to the new Atlanta site to facilitate new hire and leadership training, ensuring a smooth transition for the company's relocation.
- Successfully launch a new BPO in Guatemala for the company, training both leadership and agents, achieving a 100% graduation rate.
- Delivered training in the Philippines BPO location, achieving the highest certification average (85.43%) and best agent retention among five trainers.
Inside Sales Team Lead (Promoted from Inside Sales Representative)
Choice Medical Inc.
Salt Lake City, USA
01.2018 - 08.2020
- Promoted after excelling in sales, managing a team of 8-14 representatives, and leading them to the top-performing team in sales for seven consecutive months
- Trained team members on customer service, product knowledge, and sales strategies, significantly improving team performance
- Developed new sales scripts that improved the order process, increasing efficiency and revenue
- Executed an average of 1150 outbound calls per week and consistently ranked in the top 4 performers, achieving 100+ sales per month
- Led individual coaching sessions and conducted team-building huddles that boosted team morale and collaboration
- Awarded the Performance and Professionalism Award for record-breaking sales and maintaining a positive team environment
- Mentored new sales representatives and led regular training sessions, improving overall team sales performance and readiness
Education
High School Diploma -
Highland High School
Salt Lake City, UT08.2008
Some College -
Salt Lake Community College
Salt Lake City, UTSkills
- Facilitation & Group Engagement
- Comprehensive Learning Management
- Performance Coaching & Development
- Team Leadership & Adaptability
- Collaborative Problem Solving
- Attention to Detail
Accomplishments
- Trainer of the Month (2x) – Recognized for delivering high-performing classes and for the ability to pivot with positivity with unforeseen obstacles.
- StubHub Guatemala BPO Launch – Received company-wide recognition for the successful launch of the Guatemala BPO, which has since become the leading performer among all BPO sites.
References
References available upon request.
Interests
Hiking
Singing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Career advancementPersonal development programsFlexible work hoursHealthcare benefitsWork-life balanceLanguages
English
Native language
Timeline
Customer Service Trainer & Learning Development
StubHub
09.2022 - Current
Inside Sales Team Lead (Promoted from Inside Sales Representative)
Choice Medical Inc.
01.2018 - 08.2020
High School Diploma -
Highland High School
Some College -
Salt Lake Community College
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