Lisa Walker
Arlington,WA
Summary
Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design.
Overview
12
12
years of professional experience
Work History
Training Manager
Amazon
03.2021 - Current
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Assisted in development of employee assessments to measure training value.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Managed all exempt employee coaching, training, and performance improvement actions.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Led Away Team spending one month in Guadalajara, Mexico training and supporting leadership on new products and services.
- Managed new employee orientation training process for more than 500 employees each year.
Customer Service Group Manager
Amazon
03.2017 - 03.2021
- Collaborated with upper stake holders to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Supported up to 10 Team Managers with strong emphasis on coaching behaviors to ensure associates are providing world class customer service.
- Created Critical Fails process and performance management strategy for leaders.
- Served as Incident Commander for Global Security Operations Center concerning high severity incidents related to our customers, drivers and community members.
Customer Service Team Manager
Amazon
11.2011 - 03.2017
- Trained and supervised team of 40+ customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Evaluated customer service staff performance and provided constructive feedback.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Defined clear targets and objectives and communicated to other team members.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Education
Bachelor of Arts - Business Administration And Management
Elmhurst College
Elmhurst, IL01.1988
Skills
- Public Speaking
- Change Management
- Multimedia Development
- Time Management
- Written and Oral Communications
- Project Management
- Course Design
- Team Development Strategies
- Leadership Training
- Microsoft Outlook
- Business Management Principles
- Adult Learning Theories
Timeline
Training Manager
Amazon
03.2021 - Current
Customer Service Group Manager
Amazon
03.2017 - 03.2021
Customer Service Team Manager
Amazon
11.2011 - 03.2017
Bachelor of Arts - Business Administration And Management
Elmhurst College