Marquesha Boyd
Nicholasville,KY
Summary
Dedicated customer service and training professional with over 20 years of experience in enhancing employee performance and customer satisfaction. Expertise in developing training programs, coaching staff, and resolving customer issues. Committed to fostering engaging learning environments and continuously improving training resources.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Training Instructor
Valvoline Inc
03.2010 - Current
- Facilitate onboarding and ongoing skills training for Customer Support Center teams, including Customer Care and Virtual Call Control.
- Provide new hires with comprehensive customer service training and support in a positive, productive learning environment, delivering learner-centered virtual and on-the-job instruction in software, products, and processes.
- Coach new hires, provide actionable feedback, and reinforce the use of tools and resources to support job performance.
- Collaborate with support center leaders to identify learning needs and tailor training.
- Review training feedback and performance information to assess effectiveness and recommend improvements.
- Maintain and update curricula, e-learning courses, job aids, knowledge resources, and other training materials.
- Set clear expectations, prepare class materials and agendas, and complete onboarding and follow-up documentation.
- Model Valvoline’s customer service standards and promote a welcoming, professional learning experience.
Education
Associate of Arts - Public Administration
Bluegrass Community And Technical College
Lexington, KYNo Degree - Coursework in Psychology; Minor in Family Studies
University of Kentucky
Lexington, KYSkills
- Onboarding process
- Instruction delivery
- Material development
- Training evaluation
- Employee coaching
- Performance feedback
- Customer engagement
- Collaboration
- Training facilitation
- Planning and coordination
- Conflict management
- Effective communication
Certification
Kentucky Notary Public, State at Large | Commission expires Feb 26, 2030
Timeline
Training Instructor
Valvoline Inc
03.2010 - Current
Associate of Arts - Public Administration
Bluegrass Community And Technical College
No Degree - Coursework in Psychology; Minor in Family Studies
University of Kentucky