Shawn Stocks
Dayton,OH
Summary
Dynamic training and development professional with transformative leadership experience in project management and service integration. Proven track record in creating and executing innovative training programs that enhance organizational performance. Successfully increased participation through strategic employee incentives, engaging methodologies, and effective team-building activities. Brings several years of industry expertise dedicated to fostering continuous improvement and workforce development.
Overview
17
17
years of professional experience
Work History
Customer Care Trainer
CareSource
Dayton, USA
11.2021 - Current
- Created comprehensive training materials to facilitate CRM software integration.
- Instructional design for both internal and external entities.
- Training process development, design, and implementation.
- Training delivery for multiple departments.
- Facilitation of training facilitators to deliver the latest information in a variety of methods, including mixed media, virtual, and in-person training.
- Multimedia development of materials for differing learning styles.
- Onboarding training and performance coaching lead to initial performance improvement and enhanced retention.
- Assisted in developing policies and procedures related to the Customer Care Department.
- Identified areas of improvement in current processes and procedures related to customer service.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
Service Integration Coordinator
CareSource
Dayton, USA
03.2019 - 11.2021
- Develop and optimize procedures and policies for operations, using both Six Sigma theories and participation in Kaizen projects for the identification and elimination of non-value-added items in the process.
- Responsible for the coordination, development, and maintenance of the Operations knowledge repository that houses policies, procedures, process flows, and job aids for representatives to utilize in business operations.
- Communication to Operations staff on new and revised policies, procedures, job aids, and process flow information within the knowledge repository.
- Organize and attend departmental and project meetings to identify additional policies, and assist with the development of business BRDs.
- Researched and prepared reports required by management or governmental agencies.
- Coordinated with other departments to ensure projects were completed on time and within budget.
Customer Care Associate III
CareSource
10.2014 - 03.2021
- Role providing support via phone for call resolutions, in addition to coaching and performance development.
- Development of associate skills, including providing evaluations on performance and coaching to improve performance stats.
- Training design, development, and delivery.
- Trained new Customer Care Associates on policies and procedures .
- Recommended improvements in products, metrics, and quality evaluations to management to prevent future problems.
- Engaged in conversation with customers to understand needs, resolve issues and answer customer questions.
Customer Care Associate
CareSource
09.2013 - 10.2014
- Utilized problem solving skills to efficiently resolve conflicts.
- Resolved customer issues in a timely manner.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Allied Trade Specialist
United States Army
10.2010 - 07.2012
Shift Manager
White Castle
07.2008 - 03.2010
- Helped employees accomplish tasks during peak periods.
- Conferred with management and subordinates to resolve problems or complaints.
- Coached employees on interactions with customers to drive exceptional service.
- Monitored store operations to ensure compliance with company policies and procedures.
Education
Associate of Applied Sciences Degree - Business Management
Sinclair Community Collage
Dayton, OH12.2024
Instructional Design Program -
CareSource
01.2021
Functional Facilitator Program -
CareSource
01.2018
The Individual Contributor Leadership Program -
CareSource
01.2017
Skills
- Leadership
- Performance Management
- Process Development
- Process Implementation
- Training
- Critical thinking
- Improving Process Management
- Pilot Initiative Creation
- Data Acquisition
- Operations Understanding
- Tools and Products Knowledge
- Effective Goal Development
- Feedback delivery
- Call monitoring
- Coaching techniques
- Employee engagement
- Training facilitation
- Meeting facilitation
- Strong leadership
- Team management
Conceptual And Decision Making Skills
- Proven expertise in the identification of potential issues or process gaps as well as providing solutions.
- Experience in planning and implementing changes in alignment with consideration to organizational goals.
- I have experience in working within time constraints to provide resolutions within deadlines.
- Experience in working in a continuous improvement environment.
- I also have experience in using data analytics to identify areas of opportunity for improvement, in individual performance, processes as well as training opportunities for enhancements.
Interpersonal And Communication Skills
- A firm understanding of the importance of effective communication, both verbally and electronically.
- A formal understanding in motivational theories, including Hierarchy of needs, ERG theory and intrinsic and extrinsic rewards.
- Experience in the practice and application of interpersonal skills in helping advocates using various communication methods including by phone, email and in person, to help improve though coaching and mentoring as well as the use of SMART (Specific, Measurable, Attainable, Relevant and Time based) goals.
- Experience in coordination with others to make sure that information is up to date and to better assist others as well as to provide feedback for guidance and potential corrective action.
- Attention to differing communication, learning, and teaching styles in combination with participant input and feedback to make sure that training and coaching are more effective and positively received.
- I have experience working both independently and within teams to achieve objectives.
Timeline
Customer Care Trainer
CareSource
11.2021 - Current
Service Integration Coordinator
CareSource
03.2019 - 11.2021
Customer Care Associate III
CareSource
10.2014 - 03.2021
Customer Care Associate
CareSource
09.2013 - 10.2014
Allied Trade Specialist
United States Army
10.2010 - 07.2012
Shift Manager
White Castle
07.2008 - 03.2010
Associate of Applied Sciences Degree - Business Management
Sinclair Community Collage
Instructional Design Program -
CareSource
Functional Facilitator Program -
CareSource
The Individual Contributor Leadership Program -
CareSource
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