LEON WESLEY JR
Columbia,South Carolina
Summary
Results-oriented professional with over two decades of experience in effectively managing daily business operations, including production oversight, planning, and leadership development. Skilled in driving performance and facilitating training and development initiatives. Adept at communicating with individuals at all levels of an organization. Thrives in high-pressure environments and demonstrates the ability to work independently with minimal supervision.
Overview
22
22
years of professional experience
Work History
Training Supervisor
Maximus
Columbia, SC
06.2021 - Current
- Executed company-specific orientation workshops and mentoring sessions.
- Conducted routine evaluations of staff to detect any weaknesses and areas for development. Identified opportunities for improvement in employee performance.
- Planned and executed team-building initiatives to foster staff motivation and uplift morale.
- Managed the scheduling of educational events and workshops.
- Prepared comprehensive development reports for individual employees.
- Evaluated and recommended changes to increase effectiveness of existing training programs.
- Monitored compliance with safety regulations throughout the duration of training.
- Conducted presentations addressing communication skills, problem solving strategies, and goal setting techniques.
- Maintained employee training attendance records.
- Collaborated with team members to ensure that the designed courses met educational outcomes while staying current with industry practices.
- Assessed course feedback to optimize training program outcomes.
- Provided management with reports on trainee participation and performance.
- Conveyed current policy, procedure and compliance information to employees.
- Created effective training materials, manuals, procedures and visual aids that aligned with organizational objectives.
- Worked closely with executives and team managers to acquire content for training initiatives.
- Implemented a range of technological tools to create an immersive user experience.
- Developed automated report generation system improving accuracy, efficiency, timeliness, and reducing workload.
- Collaborated with the training team to identify areas for improvement in training programs and successfully implemented necessary changes.
- Organized and executed training programs to improve staff knowledge and performance.
- Mentored team members for their success and progression within the organization.
- Enhanced the skills of instructors and supervisors through comprehensive training on employee management techniques.
- Managed training calendar for full fiscal year, ensuring course plans, training spaces, and department rotations were established.
- Managed and controlled training costs to maintain budgetary constraints.
Supervisor
Maximus
Columbia, SC
01.2021 - 06.2021
- Oversee daily operations and lead a team of 15 employees.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Facilitated weekly meetings with the team to review upcoming tasks and project deadlines.
- Regularly monitored productivity levels of employees to pinpoint areas for enhancement.
- Performed periodic employee evaluations to assess work performance.
- Offered support and instruction to subordinates, clarifying expectations in job roles.
- Provided continuous coaching and mentoring to meet organizational goals.
- Guided personnel in setting goals for their future work life.
Training Lead
Maximus
Blythewood, SC
12.2019 - 10.2020
- Assisted in the creation and delivery of training programs and materials.
- Implemented and disseminated training techniques to participants
- Scheduled training sessions and individualized training programs, while ensuring proper set-up of facilities, audio-visual equipment, and participant notification.
- Collaborated with various departments to ensure a successful implementation of changes through proper documentation.
- Conducted Adobe Connect training courses
- Managed communication with various departments to track training attendance, performance and trends.
- Ensured trainers were equipped with all necessary materials and components to facilitate successful training delivery
- Monitored trainer performance metrics to facilitate future improvements in the quality of training programs
- Conducted performance evaluations for trainers and offered suggestions for improvement
- Created an atmosphere of teamwork, motivating trainers to excel.
- Subject Matter Expert for Adobe Connect.
Supervisor
Charter Communications
West Columbia, SC
03.2018 - 10.2019
- Enhanced group productivity through the development and implementation of new strategies
- Directed and motivated team members to achieve goals
- Established and enforced unified goals for enhanced team performance
- Mentored employees effectively to nurture potential leaders within the organization
- Implemented corrective measures to improve overall performance of the team and resolve issues within the workforce
- Effectively managed a successful team of 12 representatives by ensuring consistent communication of project information, prompt resolution of issues, and delivering constructive feedback
- Sustained a proactive approach in maintaining high levels of motivation, cooperation, and unity among staff members in the manufacturing unit
- Leveraged employees' skills to delegate tasks effectively, resulting in increased job knowledge
- Identified equipment malfunctions through the utilization of diverse troubleshooting methods
- Built and maintained positive working relationships with colleagues, utilizing effective communication
- Actively coached and mentored team, promoting growth and progression towards their career objectives.
Training Manager/Assistant Call Center Manager
TELEPERFORMANCE
Columbia, SC
04.2003 - 04.2018
- Managed the Training Department for Multiple Clients
- Developed training materials, including manuals, guides and handouts.
- Provided coaching and mentorship programs for staff members.
- Responsible for overseeing both new hire and continuous education trainings across the organization.
- Developed and implemented Continuous Education programs to enhance employee productivity.
- Point of Contact for IMG Live Ambassadors and Premium Channel Representatives.
- Point of Contact with Client for all DIRECTV Related Software Programs, and all DIRECTV Equipment on Site.
- Successfully oversaw the management of DIRECTV employee accounts for staff across various locations including Columbia, Augusta, and Corporate levels at Teleperformance.
- Provided training to newly hired Supervisors and Assistant Call Center Managers, educating them on the Teleperformance Operational Process and Standards
- Managed user provisioning for DIRECTV tools and functioned as on-site login administrator to facilitate password resets for the same
- Established a comprehensive employee resource platform on the company's Intranet comprising of a Job Aids library, Relevant Links, and Performance Metrics
- Assisted with repairing hardware and software issues in computer systems
- Managed the setup and configuration of wireless networks for a diverse range of users including guests and IMG Live Ambassadors.
- Acquired and prepared training guides, material, and visual aids facilitating comprehensive informational delivery to trainees by instructors
- Conducted routine security checks to maintain company integrity.
- Created and maintained various reports detailing call center metrics
- Optimized supervisor performance through effective coaching development
- Ensured effective implementation of 7 step coaching process via triad sessions with supervisors
- Conducted weekly individual performance review meetings with supervisors and trainers
- Conducted skip levels with recently coached agents to assess coaching effectiveness
- Conducted daily supervisor meetings to establish the agenda and objectives for the day, complemented by two intra-shift meetings to maintain alignment and ensure collective progress.
- Active participant in weekly KPI calls, contributing insights on effectiveness and sharing best practices
Education
Associate Degree - Computer Science, Management And Information Systems
Limestone College
Gaffney, SCHigh School Diploma -
A. C. Flora High School
Columbia, SCSkills
- Strong Verbal and Written Communication Skills
- Effective Team Management
- Excellent Organizational Skills
- Talent Acquisition Experience
- Leadership training
- Training Oversight
- Forward-Thinking Solutions
- Strategic Planning Management
- Policy Development Expertise
- Development and Implementation of Continuous Education Processes
- Leadership Enhancement
- Proficient in MS Office Suite
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Training Supervisor
Maximus
06.2021 - Current
Supervisor
Maximus
01.2021 - 06.2021
Training Lead
Maximus
12.2019 - 10.2020
Supervisor
Charter Communications
03.2018 - 10.2019
Training Manager/Assistant Call Center Manager
TELEPERFORMANCE
04.2003 - 04.2018
Associate Degree - Computer Science, Management And Information Systems
Limestone College
High School Diploma -
A. C. Flora High School
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