Lynn Martin
Mesquite,TX
Summary
Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.
Hardworking and passionate job seeker with strong organizational skills eager to secure a position that allows me to showcase people skills. Ready to help team achieve company goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Training Lead
247.ai
Dallas, TX
08.2022 - Current
- Manage a team of trainers to ensure quality training environment and instruction.
- Evaluated training needs to improve training quality.
- Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
- Observe classroom training and gave feedback
- Work with Operations Team to implement refreshers and upskillings for production agents.
Change Leader
247.ai
Dallas, TX
04.2021 - Current
- Observe and provide feedback during coaching sessions with Production Operation Team Leads
- Ensure current coaching management skills are conducted according to company policy
- Work closely with Operations Team, provide feedback to improve production scores across all lines of business
- Maintain reports for weekly improvement of focus points for better coaching opportunities
- Work closely with clients to ensure coaching tactics are used correctly to their specification
Social Media Sr. Team Lead
247.ai
Dallas, Texas
10.2018 - 04.2021
- Managed a team of 15-25 Social Media Agents for AT&T Project
- Worked with agents daily to maintain a high level of customer satisfaction on multiple Social Media platforms. Facebook, Twitter and Instagram
- Completed all coaching sessions, training and upskilling agents to maintain top team for over 2 years
- Responsible for maintaining timecards
- Worked closely with internal and external departments as well as client relations
- Moved my team to the Number 1 team and kept that position for over 2 years, even when new agents were moved onto the team
DIRECTV Now Chat Team Lead
247.ai
Dallas, TX
12.2016 - 10.2018
- Managed a team of 15-20 chat agents to provide excellent customer service and Client satisfaction.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Managed all timecards to ensure correct pay for the agents
DIRECTV Now Chat Agent
247.ai
Dallas, TX
09.2016 - 12.2016
- Maintained number 1 chat agent by having the top customer survey scores and quality assurance scores.
- Managed computer-based platform with multiple applications to maintain effective communication with customers.
- Provided excellent customer service while following through on responsibilities to customers ensuring customer satisfaction
- Handled inbound customer chat conversations from various websites.
Education
High School Diploma -
Mesquite High School
Mesquite, Tx05.1980
Skills
- Excellent people management skills
- Strong interpersonal skills that enable motivation and align to leadership objectives
- Ability to develop and strengthen all levels of employees, from new hires to leadership
- Drive positive accountability at all levels that move results in a positive direction
- Strong Analytical and Problem-solving skills to help advise and strengthen current expectations
- Fantastic computer skills with Excel as a top knowledge base
Accomplishments
Awarded Top Team Lead for the Dallas Site in 2018, 2019 and 2020
Awarded Global Top Team Lead in 2020
Awarded Top Executive Award KSP 2021
Awarded L&D Training Award 2022
Certification
Certified Leadership Academy Trainer
Timeline
Training Lead
247.ai
08.2022 - Current
Change Leader
247.ai
04.2021 - Current
Social Media Sr. Team Lead
247.ai
10.2018 - 04.2021
DIRECTV Now Chat Team Lead
247.ai
12.2016 - 10.2018
DIRECTV Now Chat Agent
247.ai
09.2016 - 12.2016
High School Diploma -
Mesquite High School
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