RACHEL MANNING

• Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
• Developed new employees and on-going performance assessment of current employees as well as vendors.
• Established performance and service goals and held associates accountable for individual performance.
• Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
• Analyzed trends in customer interactions to identify recurring issues, providing actionable insights to operations teams for process and policy improvements.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Increased employee retention through effective training and mentorship programs.
• Led performance evaluations and quality assessments, utilizing data and customer feedback to enhance team performance and optimize customer satisfaction.
• Led the creation of knowledge base articles and FAQs that addressed commonly-faced challenges faced by customers, enabling them to quickly find answers independently when needed.
• Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
• Created a comprehensive onboarding program to expedite new hire integration into the company culture and processes.
• Implemented and maintained quality assurance protocols, ensuring compliance with company standards and regulatory requirements.
• Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
• Mentored local personnel on best practices and protocols to maximize productivity.
• Led team of marketing professionals, offering mentoring and coaching to build knowledge and skills.
• Analyzed and reported on KPIs to validate and demonstrate success of department and vendors

• Improved student performance by defining clear goals and communicating performance metrics.
• Implemented cross-training to improve depth of skill sets within team.
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Gathered data about course success and participant experiences to help with future course planning.
• Assessed skill gaps for employees and developed training courses to meet identified needs.
• Worked with the Director of Customer Experience to identify, plan, align and address training needs.
• Planned and deployed training programs for Salesforce procedures and activities.
• Provided recommendations for process improvements and discontinuation of ineffective or outdated methods.
• Assessed program effectiveness and implemented improvements to increase quality of instruction.
• Developed new and improved training programs focused on Customer Service, Sales and Quality Assurance.

• Delivered new employee onboarding and training sessions.
• Managed all exempt employee coaching, training and performance improvement areas.
• Created eLearning lessons using Articulate 360, Sparkol and Adobe Captivate.
• Delivered wide variety of courses focused on soft skills, email etiquette and direct sales topics to enhance communication, team cohesion and group performance.
• Applied adult learning and performance expertise to assess behavioral and ability issues impacting work performance.
• Researched and obtained relevant course materials to achieve training objectives.
• Pre-screened resumes prior to sending to corporate hiring managers for consideration.
• Communicated all learning and performance objectives, schedules and training assessments to upper management.
• Led daily, weekly and monthly coaching, counseling and feedback sessions.
• Recreated implementation training solutions for support staff

Customer-focused Corporate Trainer successful in Training and Development. Quality oriented and proactive in resolving issues with exceptional organization and communication skills. Adept in learning new products and services for major clients such as Allstate and State Farm.

• Ensured long-term staff excellence by implementing updated and continuous training initiatives such as online modules and interactive programs.
• Created and implemented new training initiatives, curricula, instructions and documents for supervisors across three call centers. Assuring continuous training to employees to promote long-term excellence.
• Liaised between executives and entry-level workers, facilitating smooth communication and successfully achieving.
• Partnered with recruiting staff to ascertain hiring needs and subsequently provide candidate recommendations.
• Developed lesson plans, instructional materials and for technical and soft skills training courses.
• Coordinated development of training materials, including manuals, standard operating procedures and employee handbooks.

• Provide effective and efficient administrative human resource services for all Hilton Worldwide employees, both domestic and international.
• Specializing in Taleo support and security.
• Supporting global recruitment/applicant tracking, onboarding and configuration through high volume ServiceNow requests.
• Specialized Taleo support includes Broadbean posting errors, 3 rd party access, multiple user account access (managers with/ without approval) and requisition creation/posting/troubleshooting.
• Supporting Social sourcing in Taleo for Referals@Hilton program.
• Specialist within the Human Resources -Absence department by assisting HR Technology management team in researching/troubleshooting PTO and absence balances for corporate employees and hotels.
• Responsible for handling position changes that do and do not require financial approval.
• Facilitated year-end reviews and team strength presentations with human resources partners.
• Conducted background checks on candidates by obtaining information from law enforcement officials, previous employers and references.
• Reviewed human resources paperwork for accuracy and completeness, including verifying, collecting and correcting data.
• Maintained thorough understanding and knowledge of current hiring practices, recruitment strategies, and staffing industry trends.

• HRCC Reservation - Customer Call Center Provide ongoing direction, including support and advice, on identifying and assess future and current training needs.
• Deploy a wide variety of training methods, monitor and evaluate training program's effectiveness, success and ROI periodically.
• Serve a lead trainer for Reservation Sales and Customer Service internal and external employees.
• Manage training budget and maintain a keen understanding of training trends, developments and best practices.
• Responsible for facilitating Hilton Worldwide's Customer Care and Reservation Sales new hire classes.
• Assists with departmental cross training.
• Provides advice and counsel to supervisor personnel in regard to staff performance.
• Lead facilitator for Reservation Sales classes, Honors Customer Care, Guest Assistance, Counselor Approach, Redemption and Diamond Desk classes.
• Ensure current policies and procedures are taught in training to increase revenue optimization and customer retention.
• Assess agents performance through one-on-one coaching, both virtually and in person Served as a Trainer for HRCC's pilot Military Spouse Employment Partnership program in Killeen, Columbus, El Paso and Fayetteville (8 classes in total.
• Served as lead trainer and project manager for HRCC's College Leadership Training.
• Trained 10 college graduates to become cross-departmental Development Coaches for the call center's agents.
• Served as lead trainer for the launch of HRCC's vendor site, Legazpi, Philippines In addition to training 23 new hire agents in reservation sales, was simultaneously responsible for the certification/training of 3 new staff trainers.