Stephanie Dunkley
Stuart,VA
Summary
Driven by a passion for staff development and efficiency, I leveraged training evaluation and coaching skills at Results to enhance workforce capabilities and drive significant performance improvements. My expertise in adult learning principles and employee coaching fostered a culture of continuous learning, achieving notable advancements in training delivery and employee productivity. Training professional with extensive leadership experience in staff development, process and productivity improvements, performance management and curriculum design. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
33
33
years of professional experience
Work History
Training Supervisor
Results
08.2023 - 04.2024
- Established a culture of continuous learning by implementing regular feedback loops and performance evaluations.
- Updated employees with latest policies, procedures and compliance standards.
- Managed the logistics of on-site and off-site training events, ensuring seamless delivery and optimal resource allocation.
- Developed strategies for integrating technology into training programs, maximizing engagement while minimizing disruption to daily operations.
- Managed a team of trainers to ensure consistent delivery of high-quality training sessions across all departments.
- Conducted regular skills audits to identify areas for further development, proactively addressing potential performance issues before they impacted productivity.
- Promoted career advancement opportunities within the company by creating clear pathways for skill progression through various job roles.
- Created and maintained detailed training records and reports for management review.
- Facilitated high-quality training program delivery to employees and external stakeholders.
- Selected and assigned instructors to conduct specific training programs.
Account Training Specialist
Results
09.2018 - 07.2023
- Evaluated training effectiveness using feedback surveys and assessments, making continuous improvements as needed.
- Assessed additional needs based on training progress and collaborated with management to meet requirements.
- Spearheaded updates to existing training materials to maintain relevance with industry best practices and evolving organizational needs.
- Collected data on program effectiveness to develop modifications and improvements to curricula.
- Assisted in analyzing and assessing training and development needs for organizations, departments and individuals.
- Created a positive learning environment by incorporating adult learning principles into all instructional designs.
- Boosted overall workplace efficiency by introducing cross-training initiatives that increased employees'' versatility in performing various tasks.
Trainer
Results
07.2009 - 08.2018
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
Supervisor
Results
01.2006 - 06.2009
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Customer Service Representative
Results
09.2005 - 12.2005
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Collections Manager
Hutchens Petroleum
06.1998 - 04.2004
- Researched accounts and completed due diligence to resolve collection problems.
- Reviewed, researched, and corrected discrepancies and customer concerns.
- Oversaw daily posting of payments to customer accounts.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
Collections Agent
Bassett Furniture Industries Inc.
08.1991 - 05.1998
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Reached out to account holders daily.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
Education
Associate of Business Administration -
Patrick Henry Community College
Martinsville, VA06.1991
Skills
- Training Evaluation
- Coaching and Mentoring
- Train-the-Trainer
- Staff Development
- Training course oversight
- Trainee evaluations
- Verbal and written communication
- New hire on-boarding
- Training facilitation
- Training delivery
- Adult Learning Principles
- Employee Coaching
Timeline
Training Supervisor
Results
08.2023 - 04.2024
Account Training Specialist
Results
09.2018 - 07.2023
Trainer
Results
07.2009 - 08.2018
Supervisor
Results
01.2006 - 06.2009
Customer Service Representative
Results
09.2005 - 12.2005
Collections Manager
Hutchens Petroleum
06.1998 - 04.2004
Collections Agent
Bassett Furniture Industries Inc.
08.1991 - 05.1998
Associate of Business Administration -
Patrick Henry Community College
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