Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Morgan Walker

Professional Development Coach
Cincinnati,Ohio
Morgan Walker

Summary

Dedicated professional eager to create and implement successful strategies to improve organizational efficiency. Adept at utilizing data analysis to provide insights into HR initiatives. Strong communication and interpersonal skills and committed to pursuing best practices related to employee development and retention.

Overview

5
years of professional experience

Work History

LCS

Professional Development Coach
03.2022 - Current

Job overview

  • Create smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
  • Lead professional and thorough orientation sessions, introducing new hires to key company information.
  • Hold one-on-one employee development conversations and establish an individualized career path for each employee
  • Work closely with new hires, answering questions and addressing various concerns during onboarding process.
  • Monitor new hire performance, compliance and progress with requirements to consistently meet deadlines.
  • Identify gaps in knowledge, training, tools, and ongoing employee education
  • Research and implement additional opportunities for employee growth
  • Generate and analyze reports to monitor employee engagement and attrition trends.
  • Advocate for employee needs to upper management
  • Encourage a culture of teamwork and trust, all while assisting with driving required results.
  • Develop and update onboarding materials, keeping pace with changes to market place and company.
  • Conduct performance reviews and provide feedback to managers on employee performance.

LCS

Customer Success Team Leader
08.2021 - 03.2022

Job overview

  • Directly supervised the daily operations for a team of Customer Success Specialists (CSS) and their assigned portfolio of customer accounts
  • Acted as the lead point of contact for assigned customer portfolio of high priority clients
  • Established a trusted and strategic advisor relationship, learned clients business needs, and advocated for those needs to enhance performance of the Rent Manager product.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Developed new employees and on-going performance assessment of current employees.
  • Conducted periodic user training sessions to support customer understanding and product feature utilization.

LCS

Customer Success
01.2019 - 07.2021

Job overview

  • Learned and maintained in-depth understanding of the Rent Manager software, including web-based products, accounting solutions, scripting reports and letters, and data entry to offer knowledgeable and educated responses to diverse customer questions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Created and maintained comprehensive customer success documentation for internal and external use.
  • Collaborated with sales and product teams to address customer success objectives.

LCS

Product Support
08.2018 - 01.2019

Job overview

  • Performed troubleshooting and tested customer issues via phone, email and remote assistance software.
  • Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
  • Documented customer interactions and performed troubleshooting in customer relationship management software and case management modules.
  • Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.

Education

Code:You
Louisville, KY

No Degree from Data Analytics
12.2023

University Overview

  • Professional Development: Programming basics, GitHub, Python, SQL, Tableau
  • Capstone Project: HR Dashboard, Created Tableau dashboard to display employee certification results, quality of new hire metrics, and call coaching data utilizing SQL and Python.

Miami University
Oxford

Bachelor of Interdisciplinary Studies from Applied Kinesiology, Child Development
05.2017

University Overview

  • GPA: 3.4
  • Minor: Women's, Gender, and Sexuality Studies
  • Dean's List 2014-2017

Skills

  • Employee Relations
  • Training Development and Execution
  • Customer Service
  • Written Communication
  • Analytical and Critical Thinking
  • Organization and Time Management
  • Microsoft Office Products
  • Project Management
  • Tableau
  • Python Programming
  • SQL
  • Git

Timeline

Professional Development Coach
LCS
03.2022 - Current
Customer Success Team Leader
LCS
08.2021 - 03.2022
Customer Success
LCS
01.2019 - 07.2021
Product Support
LCS
08.2018 - 01.2019
Code:You
No Degree from Data Analytics
Miami University
Bachelor of Interdisciplinary Studies from Applied Kinesiology, Child Development
Morgan WalkerProfessional Development Coach