Leigh Ann White
Forest,VA
Summary
Dynamic trainer with experience in training both large and small groups of employees. Excellent communication, interpersonal, time management and leadership skills.
Overview
36
36
years of professional experience
Work History
Lead Technical Training Representative
Genworth Financial
Lynchburg, VA
09.2013 - Current
- Create and facilitate process and system trainings for new and existing employees
- Coordinate and collaborate with business leaders and compliance to ensure training is aligned with business objectives
- Measure and evaluate the effectiveness of the training by providing surveys, Knowledge Assessment testing, and follow-ups with the trainees
- Update and maintain SOPs/Job Aids to ensure the employees have current instruction on how to perform their job duties
- Update and maintain knowledge management site
Call Quality Coordinator
Genworth Financial
Lynchburg , VA
02.2011 - Current
- Assisted with quality control audits.
- Provided regular updates to team leadership on quality metrics
- Coached employees by encouraging and providing helpful information to improve their Call Quality performance
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Customer Service Representative
Genworth Financial
Lynchburg , VA
04.2006 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Assisted with escalated calls to ensure that the customer experience was satisfied.
Skills
- Self-motivated Professional
- Collaboration
- Flexible & Adaptable
- Strong Verbal & Written Communication Skills
- Able to Empathize, Yet Maintain Company Policies
- Good Analytical & Decision Making Skills
Timeline
Lead Technical Training Representative
Genworth Financial
09.2013 - Current
Call Quality Coordinator
Genworth Financial
02.2011 - Current
Customer Service Representative
Genworth Financial
04.2006 - Current
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