Nathan Fitchue

Work History

Sr. Training Analyst

Telus Digital

01.2021 - Current

Provide constructive feedback to support employee growth through personalized coaching and tailored development plans. Foster a culture of continuous improvement, resulting in a noticeable increase in new hires meeting site goals post-training, with a 20% boost in performance during NEST for production.
Leverage diverse technologies, including Articulate Storyline, Easygenerator, G-Suite, ChatGPT, and Microsoft Office programs, to develop, manage, and enhance training initiatives efficiently.
Deliver comprehensive training sessions to diverse audiences across multiple platforms, including virtual and in-person settings. Adapt instructional methods to engage learners effectively and ensure knowledge retention.
Possess strong knowledge of the full life cycle of employee benefits administration, including open enrollment and mid-year life status events. Expertise in Health and Welfare plans, medical plans, retirement benefits, Medicare, voluntary benefits, reimbursement accounts, COBRA, FMLA, and Leave of Absence.
Develop comprehensive training programs and instructional materials, including e-learning modules, train-the-trainer programs, workshops, job aids, training guides, and seminars, to meet organizational learning objectives.
Conduct assessments to identify skill gaps, leveraging post-training surveys and quality assurance metrics to enhance learning effectiveness. Implement daily call practice activities in client training programs, resulting in a 90% QA average for new hires post-training. Design targeted solutions to improve performance and drive measurable growth.
Utilize various instructional design methodologies, including ADDIE Model, Bloom’s Taxonomy, and Kirkpatrick Model, to create engaging and effective learning experiences.
Develop course content, lesson plans, and assessments tailored to diverse learning styles and needs. Redevelop e-learning hands-on general benefits courses, achieving a 30% increase in retention and a 96% satisfaction survey result based on team member feedback.
Create and curate high-quality training materials, including multimedia resources, user guides, mock call practice activities, domain-specific benefits e-learning courses, case studies, systems training, client-specific modules, and interactive activities to enhance learner engagement and retention. Recent updates contributed to a 25% increase in QA metrics for new hires post-training.
Manage LMS operations, including uploading SCORM courses, creating lesson plans for diverse training programs, setting up user accounts, resetting passwords, and maintaining completion status reports to ensure seamless learning experiences.

Sr. Customer Service Representative

LifeWorks

08.2016 - 01.2021

Resolved complex issues and accurately implemented client policies to ensure a positive and seamless experience for members. Provided clear guidance and tailored solutions, resulting in a 96% QA average for the year and a site meeting goal of 80%.
Leveraged eight years of experience utilizing Human Resource Information Systems (HRIS) to efficiently manage employee data, streamline HR processes, and generate insightful reports that support strategic decision-making.
Delivered exceptional customer service by promptly addressing inquiries, resolving concerns, and enhancing satisfaction through proactive communication and problem-solving.
Developed and facilitated comprehensive orientation and client specific programs to train new employees, ensuring a smooth onboarding experience that fostered long-term success.
Mentored new team members and led training initiatives, facilitating new hire and upskill client training classes to enhance knowledge retention and performance.
Provided guidance and support to employees throughout the benefits enrollment process, managing the full life cycle of benefit changes across multiple clients.
Reviewed Tier 2 cases and conducted outbound calls to ensure client contract goals were met, delivering high-quality service and compliance with organizational standards.
Secured and led a position on the Social Committee, overseeing the planning, coordination, and execution of company-wide social events to foster engagement and team camaraderie.
Demonstrated strong organizational skills, effectively managing multiple projects independently while ensuring timely completion and adherence to objectives.
Provided comprehensive assistance with benefits enrollment, managing employee benefit change requests from initiation to completion with accuracy and efficiency.

Auditor

Quality Inn & Suites

02.2015 - 08.2016

Assigned and registered rooms for guests while accommodating special requests to enhance their stay. Ensured accuracy in reservations and provided seamless check-in experiences.
Provided guests with comprehensive information about hotel amenities, services, and local attractions, helping them make the most of their visit.
Addressed guest complaints promptly and professionally, coordinating with relevant departments to resolve issues efficiently and ensure guest satisfaction.
Compiled detailed reports on occupancy, financial transactions, and guest feedback to support management decision-making and improve operational efficiency.
Processed charges and collected payments in accordance with company policies and procedures, ensuring financial accuracy and compliance.
Reviewed financial statements to verify accuracy, maintain compliance with financial regulations, and support audit processes.
Provided comprehensive training to new employees on all aspects of front desk operations, ensuring consistency in service standards and operational procedures.
Oversaw check-in and check-out processes, ensuring seamless guest experiences and efficient room turnover to maximize occupancy.
Utilized hotel management software to track bookings, update guest information, and generate reports for operational analysis and efficiency improvements.
Coordinated room assignments, reservations, and special requests to optimize occupancy rates while maintaining a high standard of guest satisfaction.
Supervised the lobby area to ensure safety, cleanliness, and a welcoming atmosphere, proactively addressing guest needs and maintaining a hospitable environment.

Operations Administrator

StarTek

10.2008 - 02.2010

Researched and tracked daily trends, preparing detailed reports that summarized key findings and actionable recommendations for management, driving operational improvements and strategic decision-making.
Compiled and communicated post-call survey results to both the site and client, ensuring transparency in service performance and identifying opportunities for enhancement to meet service level agreements.
Executed precise data entry tasks to maintain up-to-date records, ensuring data integrity, compliance, and reliable reporting for business operations.
Analyzed daily reports on survey outcomes, supervisor coaching completion, and agent KPI performance, leveraging insights to enhance coaching strategies and workforce productivity. Frequent follow-ups and strategic communication resulted in a 100% supervisor coaching completion rate within required deadlines, ensuring consistent development and performance improvements.
Conducted audits of recorded and live CSR calls to identify coaching opportunities, providing structured feedback to supervisors and clients to improve service quality and customer interactions.
Maintained perfect attendance, consistently delivered top-quality performance, and ranked in the top 20 of 500 employees, demonstrating a commitment to excellence and reliability.
Managed inbound calls for major wireless retail companies, addressing bill inquiries, processing payments, assisting with cell phone plan selections, and providing technical troubleshooting to ensure customer satisfaction.
Utilized Excel functions, including VLOOKUP and pivot tables, to analyze complex data sets, generate detailed reports, and support informed decision-making processes.

Summary

Overview

Work History

Sr. Training Analyst

Sr. Customer Service Representative

Auditor

Operations Administrator

Education

Cosmetology

Skills

Certification

Awards

Websites

Languages

Timeline

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