Microsoft Office
Shay Rogers
Salt Lake City,UT
Summary
Results-driven Learning and Development Specialist with extensive experience in customer service, employee training, and project management. Proven track record of designing and executing effective learning programs that boost employee performance, retention, and productivity. Skilled in developing engaging onboarding processes and innovative training solutions that streamline operations and reduce costs. Adept at managing client relationships, enhancing satisfaction, and implementing strategic improvements. Known for strong interpersonal skills, strategic planning, and a collaborative approach to problem-solving and team development.
Overview
7
7
years of professional experience
Work History
Learning and Development Coordinator
O.C. Tanner
01.2024 - Current
- Enhanced employee performance by designing and implementing comprehensive learning programs.
- Reduced training costs and time by 200% by creating efficient, targeted, e-learning modules and modern content.
- Improved employee satisfaction and morale by providing tailored professional development opportunities.
- Increase cross-department collaboration by implementing new systems.
- Deliver trainings weekly for groups from 40 team members to 150.
- Manage multiple high-caliber projects daily.
Client Success Specialist (Account Manager)
O.C. Tanner
10.2022 - 03.2024
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Managed 30 clients with a yearly spend of up to a million dollars.
- Interacted with clients daily and managed emails daily and bi-weekly virtual calls to discuss strategy and project delivery.
- Played an instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Generated reports and communicated results to stakeholders to provide insights into customer success.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Implemented effective communication strategies for improved client relationships and retention rates.
Manual Order Specialist / Client Representative
O.C. Tanner
10.2022 - 10.2023
- Provide expertise in individual client programs and assist in given parameters.
- Provide training on manual processes to the Recipient Experience department.
- Liaised with suppliers and vendors for prompt delivery of orders.
- Resolved customer service inquiries that required research and interactions with carriers or agents.
Retail Manager
Orchid Dynasty
09.2021 - 10.2022
- Created effective methods to raise production and effectiveness across the company
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customer interactions.
- Increased sales by implementing effective merchandising strategies and optimized store layouts.
- Improved customer satisfaction through proactive engagement, attentive service, and efficient problem resolution.
Training and Development Manager
DogMode
05.2017 - 09.2021
- Create, implement, and manage training in all departments of the facility.
- Trained over 50 employees in multiple roles.
- Create a standardized training system to delegate responsibilities to lower management team.
- Problem solve and troubleshoot daily operations for constant development and improvement
- Seeing abilities and talents in employees and empowering growth into positions throughout the facility.
- Trained new hires to perform cross-training exercises with experienced workers.
- Conducted orientation sessions and organized on-the-job training for new hires.
Education
B.S - Sociology
University of Utah
Salt Lake City08.2022
Skills
- Employee Orientation
- Project Management
- Microsoft Office
- Needs Assessment
- Change and Conflict Management
- Performance Monitoring and Evaluation
- Coaching Clients
- Clientele Relationship Development
- CRM Software
- Strategic Planning
- Excellent People Skills
Software
SAP
CRM
Timeline
Learning and Development Coordinator
O.C. Tanner
01.2024 - Current
Client Success Specialist (Account Manager)
O.C. Tanner
10.2022 - 03.2024
Manual Order Specialist / Client Representative
O.C. Tanner
10.2022 - 10.2023
Retail Manager
Orchid Dynasty
09.2021 - 10.2022
Training and Development Manager
DogMode
05.2017 - 09.2021
B.S - Sociology
University of Utah
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