Nieshia Williams
Director Of Corporate Training
Washington,United States
Summary
Motivational Training Specialist excited to develop successful training plans that meet dynamic company and employee needs. Accustomed to collaborating with managers to hone in on unique requirements. Prepared to bring patience, communication, and organization abilities developed over a 15-year career to a growth-oriented role.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
Corporate Trainer
High Impact Partners
2021.01 - Current
- Advised senior executives on the development of workforce plans, aligning training goals with overall organizational objectives.
- Facilitated open communication between employees and leadership by organizing regular feedback sessions and focus groups.
- Monitored compliance with mandatory training requirements, reducing regulatory risks for the organization.
- Improved employee retention by 25% rate with ongoing professional development opportunities.
- Collaborated with department managers to identify skill gaps and develop tailored training solutions.
- Supported 50% company growth by designing targeted training programs for new hires.
- Boosted employee engagement by 5% by developing and implementing interactive training sessions.
- Supervised a team of trainers, providing guidance on instructional design techniques and delivery methods that maximized learner outcomes.
- Leveraged industry best practices to continuously update and refine training content, ensuring relevance and applicability in a dynamic business environment.
- Increased overall job satisfaction through the delivery of personalized career coaching sessions.
Call Center Manager
Vanguard Medical
2016.08 - 2021.01
- Enhanced team performance, providing regular coaching sessions and constructive feedback for continuous improvement.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Proactively identified opportunities for process improvement, leading initiatives that resulted in increased productivity and reduced costs within the call center operation.
- Developed quality employees within call center to take over leadership positions.
- 25% improvement in average hold times, resolution rates and satisfaction scores through staff development.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Recruited, trained and onboarded over 50 new agents, maintaining exceptional service standards.
- Trained team members on performance metrics and consumer behavior identification.
- Supervised more than 100 customer service reps in providing excellent customer service to callers requiring assistance for benefits and billing issues.
Education
Certificate - Project Management
Columbia University in The City of New York
New York, NY 2018.09 - 2019.02
Ph.D. - Biochemistry And Biophysics
University of Oxford
Oxford, UK 2002.10 - 2005.07
Bachelor of Arts - Chemistry
University of Maryland - Baltimore County
Baltimore, MD 1997.06 - 2002.05
Skills
New Employee Training
Course design
Materials design
Data Tracking
Educational material development
Performance monitoring
Technology Integration
Assessment tools
Lesson Planning
Lecturing
Diversity and Inclusion
Over 15 years industry expertise
Timeline
Corporate Trainer
High Impact Partners
2021.01 - Current
Certificate - Project Management
Columbia University in The City of New York
2018.09 - 2019.02
Call Center Manager
Vanguard Medical
2016.08 - 2021.01
Ph.D. - Biochemistry And Biophysics
University of Oxford
2002.10 - 2005.07
Bachelor of Arts - Chemistry
University of Maryland - Baltimore County
1997.06 - 2002.05
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