Sasha Ellis
Harker Heights,TX
Summary
Enthusiastic Training Facilitator dedicated to helping employees become more productive and successful. Focused on maximizing quality and service standards with hands-on support. Looking to bring 8 years of experience to a challenging new role.
Overview
13
13
years of professional experience
Work History
Training Retention Facilitator I
Charter Communications, Spectrum
03.2022 - Current
- Built rapport with diverse groups of colleagues by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
- Fostered an inclusive learning environment by addressing diverse needs and adapting facilitation techniques as needed.
- Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.
- Increased participant engagement by incorporating interactive activities and group discussions into sessions.
- Identified areas in need of improvement and implemented solutions.
- Promoted continuous learning within the organization by sharing best practices and lessons learned from various facilitation experiences.
- Enhanced program effectiveness by collaborating with colleagues to review and revise curriculum content regularly.
- Maintained current knowledge of industry trends and best practices by attending professional development events, staying informed on new facilitation methods, and adapting them to the unique needs of clients.
- Developed customized training materials, enhancing participant comprehension and retention of key concepts.
- Provided constructive feedback to participants during debriefing sessions, fostering personal growth and skill development.
- Led virtual training sessions using web-based platforms while maintaining high levels of participant interaction and engagement throughout the event duration.
- Collected and analyzed participant feedback, consistently implementing suggestions for improvement in subsequent sessions.
- Collected data on program efficacy through data analysis and implemented solutions for improvement.
- Supported organizational change initiatives through effective facilitation of targeted employee training programs.
- Evaluated participant progress through ongoing assessments to ensure mastery of course objectives before concluding each session.
- Collaborated with subject matter experts to develop accurate, relevant content for delivery at industry conferences or professional development events.
- Conducted training courses for 10+ management support staff to enhance understanding of industry best practices and company protocols.
- Developed and implemented organizational systems to better manage training documentation and progress reporting.
Inbound Sales & Retention – Retention Representative
Charter Communications, Spectrum
11.2015 - 03.2022
- Handled customer escalations effectively, resolving concerns promptly and professionally.
- Established trust-based relationships with clients resulting in long-term commitment Spectrum services.
- Implemented tactics to minimize cancellations by proactively identifying potential issues and offering solutions.
- Successfully retained at-risk customers by presenting customized offers based on their preferences and usage patterns.
- Provided exceptional customer service, leading to increased positive feedback from clients.
- Developed strong product knowledge, enabling the provision of informed recommendations tailored to individual client needs.
- Contributed to consistent achievement of retention targets through dedicated efforts in problem-solving and relationship building.
- Exceeded performance expectations consistently while handling challenging situations such as irate customers or complex billing disputes.
- Managed high call volume, maintaining professionalism and efficiency in all interactions.
- Monitored performance metrics to ensure alignment with company goals related to retention and customer satisfaction.
- Built rapport with customers through active listening and empathetic understanding of their needs.
- Resolved account issues for enhanced customer satisfaction and loyalty.
Customer Service Representative
Avis Budget Group
10.2011 - 11.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled customer inquiries and suggestions courteously and professionally.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided primary customer support to internal and external customers.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Some College (No Degree) - Communications Certificate
ECornell
Online CoursesHigh School Diploma -
W.R. Farrington High School
Honolulu, HI06.2003
Skills
- Strategic Business Planning
- Excel at Facilitation Techniques
- Staff, Project & Meeting Management
- Training Coordination Skills
- Agenda and Huddle Skills
- Business Development
- Conflict Mediation and Resolution skills
- Professional ethics and understanding
- Feedback Delivery
- Group Dynamics
Professional Highlights
- Provided exceptional options for customers to retain their services with cable, internet, voice & mobile services
- Skilled with CSG & AgentOs
- Assisted with escalation tasks on an escalation team for Retention Que
- Elite Sales Club Winner (2016)
- Mentored New Hires during training period
- Provided morale for teammates with various incentives and activities
- Proficient in Microsoft Excel, Word, PowerPoint, Outlook, OneNote etc.
- Audited retention calls for efficiency, compliance & processes
- Facilitates to New Hires and upper management
- Coordinates activities and training material for New Hires
References
Available upon request
Timeline
Training Retention Facilitator I
Charter Communications, Spectrum
03.2022 - Current
Inbound Sales & Retention – Retention Representative
Charter Communications, Spectrum
11.2015 - 03.2022
Customer Service Representative
Avis Budget Group
10.2011 - 11.2015
Some College (No Degree) - Communications Certificate
ECornell
High School Diploma -
W.R. Farrington High School
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