RaeChele Richmond
Prince Frederick,MD
Summary
Team-oriented self-starter bringing 13 years combined experience in training and customer service, staff development, management and conflict resolution. With exceptional communication, curating, analytical and motivational skills. Successful at developing communication strategies across multiple platforms to improve performance and increase ROI.
Overview
13
13
years of professional experience
Work History
Training Program Manager
Delta Air Lines, Inc
03.2021 - Current
- Managed development of e-learning training materials and activities to enhance learning experiences by 80%.
- Selected and assigned instructors to conduct specific local & corporate mandated training programs.
- Directed training programs and development paths for managers and supervisors.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Tested all training software and hardware prior to commencing training programs.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success by 92%.
Operations Training Facilitator
Delta Air Lines, Inc
03.2017 - 03.2021
- Facilitated virtual, in-person and blended learning sessions.
- Analyzed and evaluated training effectiveness and program outcomes.
- Developed and implemented successful onboarding program.
- Co-wrote training manuals for corporate initiatives according to strict company guidelines and compliance protocols.
- Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring by 72%.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Trained and mentored 83 new personnel hired to fulfill various roles per year.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Built and maintained professional relationships with vendors and suppliers.
Customer Service Supervisor
Delta Air Lines, Inc
06.2010 - 03.2017
- Monitored metrics and developed actionable insights to improve efficiency and performance by 62%.
- Created, prepared, and delivered reports to various departments.
- Coached (23) team members daily to deliver hospitable, professional service while adhering to Delta brand service models.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Coached employees through day-to-day work and complex problems.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Interceded between employees during arguments and diffused tense situations.
Education
Bachelor of Arts - Dance Education
Morgan State University
Baltimore, MD12.2009
Skills
- Manual Writing
- Course Development
- Educational Materials
- New Employee Training
- Cross-Cultural Communications
- Learning Strategies
- Staff Leadership
- On-The-Job Training
- Staff Presentations
- Classroom Instruction
- Leadership Training
- Conflict Resolution Techniques
- MS Office Expertise
- Corporate Social Responsibility
- Information Confidentiality
- Project Management
- G-Suite Proficiency
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Training Program Manager
Delta Air Lines, Inc
03.2021 - Current
Operations Training Facilitator
Delta Air Lines, Inc
03.2017 - 03.2021
Customer Service Supervisor
Delta Air Lines, Inc
06.2010 - 03.2017
Bachelor of Arts - Dance Education
Morgan State University