Tara Johnson
Columbus,GA
Summary
Organized Delivery Manager with 25 years of experience in call centers work. Adept at planning and double-checking statistics with extensive knowledge of Software use and budgeting without sacrificing quality. Committed to day-to-day efficiency and supervising workers.
Overview
23
23
years of professional experience
Work History
Senior Trainer
Concentrix
05.2000 - 12.2015
- Streamlined onboarding processes for new hires, accelerating their integration into job roles.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
- Evaluated training needs to improve training quality.
- Oversaw day-to-day functions of training department.
- Maintained standardized training programs by providing comprehensive in-house training to new employees and existing staff.
- Assessed staff performance and training effectiveness, capitalizing on opportunities to develop new training programs and improve existing courses.
- Provided virtual training and online presentations.
- Partnered with instructors to consistently increase annual graduation rate.
- Supervised completion of exams and sent results to testing headquarters.
- Delivered comprehensive training to new employees and newly graduated and hired officers.
- Provided in-house training to new employees concerning maintenance of standardized training approaches.
- Promoted knowledge sharing across the organization by creating collaborative learning environments and resources.
- Reduced employee turnover rates by implementing engaging retention-focused training initiatives.
- Evaluated training effectiveness by monitoring employee progress and gathering feedback for continuous improvement.
- Provided coaching and mentoring to employees.
Training and Delivery Manager
Concentrix
06.2016 - 04.2023
- Managed relationships with key stakeholders to ensure smooth project deliveries and overall satisfaction.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Managed resources effectively to avoid unnecessary delivery delays.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Supervised delivery staff and general productivity.
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Collaborated closely with other departments to ensure seamless integration of processes and systems, enhancing overall efficiency.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Reduced customer complaints by implementing proactive communication strategies with clients.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.
- Trained drivers, helpers and support workers in techniques for maximizing efficiency.
- Facilitated cross-departmental collaboration, resulting in more innovative and effective delivery solutions.
Education
General Studies -
Del City High School
Del City, OK05.1993
Skills
Enhancing the training experience for agents and staff by conducting the proper training needed to perform to the clients needs
Timeline
Training and Delivery Manager
Concentrix
06.2016 - 04.2023
Senior Trainer
Concentrix
05.2000 - 12.2015
General Studies -
Del City High School