Summary
Overview
Work History
Education
Skills
Competency Skills
Toastmasters International Club Officer, Voice of the Associate Advocate, DE&I Advocate
Timeline
Generic

Sean Davis-Haulk

Panama City Beach,FL

Summary

Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

7
7
years of professional experience

Work History

Senior Learning Specialist

Home Depot
02.2020 - Current
  • Accountable for the strategy behind the ongoing development program and facilitation of classes
  • Analyze data from operations and front-line associates to determine gaps for continue education
  • Project Lead for Home Depot Pro Customer Support
  • Trained 500+ Associates in Pro Business
  • Created, Designed and Implemented Pro Content as a liaison with the Instructional Design Team
  • Led/Supported a team of 8 trainers through the Online Contact Center PRO initiative
  • Responsible for the continuity of Pro information updates in all content, Knowledge Base and other resources
  • Trained leadership in Pro Xtra and B2B (Interline Brands)
  • Responsible for training new hire associates’ dual phone, messaging/SMS including leadership, new hire and continual education for front-line associates
  • Onboarding Mentor for new hire Trainers
  • Frontline Associate Mentor
  • Certified Virtual Trainer-ATD
  • Certified Mentor-Contact Center Learning & Development Training Certificate
  • Mentorship Program-Developed a mentorship program that inspires peer leaders to drive the best results for those that support our customers in the learning environment
  • Collaborated with cross-functional teams to identify knowledge gaps and develop customized learning solutions.
  • Enhanced employee learning experiences by designing and implementing engaging training programs.
  • Managed multiple large-scale projects simultaneously, ensuring successful implementation of all training initiatives within deadlines and budgets.
  • Strengthened team collaboration skills by introducing experiential learning exercises into group workshops.

Pro Xtra Support Expediter

Home Depot
02.2018 - Current
  • Subject Matter Expert for the UIM, UX team
  • Subject Matter Expert for the Pro Xtra, UX customer experience team
  • Pro Xtra Support Training SME
  • Editor in Chief of the Pro Xtra Newsletter
  • Point of Contact for the team in absence of the Supervisors
  • Support the top 10% of our Pro Business responsible for over 45% of our annual income
  • Assist over 80 customers per week by exceeding business metrics and adhering to the customer care vision and care initiative
  • Maintain existing accounts by adding tenders, managing in store/online purchase tracking, pro-orders, merging business accounts and registering new pro customer accounts
  • Assist PASA’s and Pro Account Reps with bulk credit/debit/gift card uploads
  • Assist Behr/PPG reps with paint escalation request via phone request and email
  • Support Marketing/Ad campaigns for Pro Customers
  • Drive resolution with IT support for system errors and issues.

Resolution Expediter

Home Depot
12.2017
  • Responsible for assisting customers to a resolution promptly within fourteen minutes
  • Educate customers on policy and procedure
  • Deescalate calls when necessary to get to the root cause and provide resolution
  • Responsible for navigating and multiple systems at once to gather information to quickly resolve customer concerns.

General Information Center

Home Depot
02.2017 - 11.2017
  • Responsible for answering calls and assisting customers
  • Responsible for providing excellent customer service and providing them with answers to general questions
  • Responsible for understanding Home Depot policies and regulations
  • Responsible for navigating systems such as, knowledge, THD website, Item Central and My Apron to gather information and assist customers without the need to escalate a call to a resolution expeditor if possible
  • Objective is to assist every customer within three minutes and thirty seconds
  • Provide quality excellence to every customer
  • Floor Support Agent.

Education

MBA - Accounting And Business Management

Piedmont University
Athens
01.2009

Bachelor of Arts - Mass Communications/Journalism

Piedmont University
01.2007

Skills

  • Leadership Development
  • Classroom expertise
  • Organizational Development
  • Adult Learning Theory
  • Training Program Development
  • E-Learning Strategies
  • Course Materials Development
  • Online training experience
  • Orientation and Onboarding
  • Coaching and Development
  • Training Program Design
  • Coaching and Mentoring

Competency Skills

  • Customer Focus
  • Develops Talent
  • Communicates Effectively
  • Interpersonal Savvy
  • Cultivates Innovation
  • Drives Engagement

Toastmasters International Club Officer, Voice of the Associate Advocate, DE&I Advocate

Currently the acting Vice President of Membership for, More Toasting,More Doing Home Depot Club. For the last 3 years, advocated for the Voice of the Associate (VOA) as the event coordinator and communications team lead.  Lead and implemented Diversity, Equity and Inclusion into the (VOA) strategy.

Timeline

Senior Learning Specialist

Home Depot
02.2020 - Current

Pro Xtra Support Expediter

Home Depot
02.2018 - Current

Resolution Expediter

Home Depot
12.2017

General Information Center

Home Depot
02.2017 - 11.2017

MBA - Accounting And Business Management

Piedmont University

Bachelor of Arts - Mass Communications/Journalism

Piedmont University

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Sean Davis-Haulk