Mary Cordeiro

Leads interactive virtual training sessions for our global revenue department, incorporating active learning methods, role plays, and feedback to enhance performance.

• Designs comprehensive training programs in collaboration with subject matter experts and leaders for new hires and continuous professional development.
• Administers seller certification assessments to ensure field readiness of new hires.
• Collaborates with sellers to develop solution-based workflows meeting buyer needs.
• Partners with instructional design experts to create extensive training materials for ongoing reinforcement.
• Drives continuous improvement by refining training methodologies, tools, and content.
• Collaborates with cross-functional team members to achieve shared objectives.

Implemented various training delivery methods, including in-person, video, web-based, self-guided, and virtual programs with focus on our Customer Support teams

• Created and delivered best-in-class training on product, industry, and organizational needs.
• Contributed to the development of training materials for an enterprise revenue organization.

Lead Customer Support Trainer

• Involved in the hiring processes and building content for the team's training needs.
• Managed case distribution and voicemail processes.
• Created and updated internal articles, guides, and troubleshooting documents.
• Assisted the team with escalated cases, chats, and calls.

• Assisted users with tool best practices, workflows, and troubleshooting through calls, emails, and live chat.
• Conducted 1-hour training demonstrations for businesses, showcasing tool workflows in SEO, Advertising, Backlinks, Content, and Competitive Analysis.

• Assisted customers with troubleshooting, camera repairs, and technical inquiries for a leading camera manufacturer when escalated.
• Provided senior support to colleagues for technical questions and internal training needs.
• Specialized in the SRO (Specialized Reflex Optic) department, handling escalated calls related to rifle scopes, rangefinders, and binoculars.