Shelia Henderson

• Devise innovative learning and development strategies to drive the career growth of 400+ employees across all organizational functions and levels; managed a team of 50 team members.
• Create an onboarding program for outsourced support. Onboarded over 300 BPO employees; analyzed KPI's to track success - achieved an 80% agent passing rate for all KPI data
• Consult with product management teams to devise a knowledge strategy for training on new product release features - increased release training compliance for new product releases by 40%
• Redesign new hire onboarding and product training using an agile approach - reduced time to production by 75%
• Create career progression model to include effective training programs that align with each progression - improved employee engagement by 9%
• Own the end-to-end project management efforts to consolidate multiple Learning Management Systems (LMS) systems into a single instance resulting in 50% efficiency increase and cost savings of $340k annually
• Enact a Quality Assurance program, leveraging new technology (AI) to monitor 100% of customer engagements - increased average quality scores by 15% and improved customer effort score from 2.5 to 4.2

Oversee agent workflows across the customer experience (CX) team while devising strategic business initiatives to streamline operations, drive performance, and improve customer satisfaction.

• Design and facilitate leadership development programs, focused on coaching, performance management, and interviewing practices - increased CSAT scores by 7% and employee engagement scores by 8%
• Devise and launch several engaging team building activities and a recognition program for top performers to tackle high turnaround within the department - decreased attrition rates by 4%
• Monitor agent KPIs to measure productivity; conduct semi-annually performance evaluations to identify specific areas for improvement and additional training needs to ensure quality throughout the organization
• Resolve customer escalations and leverage NPS data to influence product changes and service improvement - Increased NPS by 8 pts

• Managed all accounting functions including financial reporting, payroll, account reconciliation, invoices & expense reports, and preparing & filing tax returns.
• Supported various internal and external audit processes to establish an accurate workflow for tracking financial records to ensure GAAP compliance Prepared payroll reports, tax forms, and other financial reports for senior management to support data-driven decisions
• Saved the company over $100K in personal property taxes through due diligence and financial reporting accuracy