Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Volunteer
Tiara Walker

Tiara Walker

Suffolk,VA

Summary

Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach. Accustomed to collaborating with managers to hone in on unique requirements. Prepared to bring knowledge, training and creativity abilities developed over 7-year career to a growth-oriented role.

Overview

8
8
years of professional experience

Work History

Learning and Development Specialist

Sitel
05.2020 - Current
  • Trained and mentored 50 new personnel hired to fulfill various roles.
  • Provided coaching and mentoring to employees.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Facilitated virtual, in-person and blended learning sessions.
  • Developed and implemented successful onboarding program.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Created and oversaw insurance training programs for operations.
  • Developed lesson plans, instructional materials and written practice tests for Personal Lines and Health Insurance training courses.
  • Worked with vendors to customize courseware to accommodate business needs.
  • Trained and mentored 50 new personnel hired to fulfill various roles
  • Established and maintained quality control standards

Training Manager

Alorica
06.2017 - 05.2021
  • Conducted orientation sessions and organized on-the-job training for new hires.
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management.
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Organized and edited training manuals, multimedia visual aids, and other educational materials.
  • Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing enterprise targets.
  • Developed surveys to identify training needs based on projected production processes and changes.
  • Managed all exempt employee coaching, training, and performance improvement actions.
  • Developed departmental systems and procedures to better align workflow processes.
  • Streamlined HR efficiencies, coordinated new hire orientations, and provided onboarding and training for new employees.
  • Trained staff during demonstrations, meetings, conferences, and workshops.
  • Developed and implemented a comprehensive training program to increase employee productivity and morale.
  • Coordinated technical training and personal development classes for staff members.
  • Managed new employee orientation training process for more than 50 employees each year

Call Center Manager

QVC
10.2015 - 06.2017
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Improved average hold times, resolution rates and satisfaction scores through staff development.
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Implemented innovative service strategies to improve customer experience and engagement.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Defined clear targets and objectives and communicated to other team members.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Education

Bachelor of Science - Pre-Law

Liberty University
Lynchburg, VA
05.2025

Skills

  • Innovative Training Approaches
  • Video Conferencing
  • Employee Surveying
  • Software Languages
  • Training Manuals and Materials
  • Learning and Development
  • Coaching and Mentoring
  • Project Management
  • Procedural Streamlining
  • Customer Relationship Management
  • Microsoft Dynamics
  • Operations Analysis
  • New Hire Orientation
  • Emotional Intelligence
  • Production Processes
  • Develop Training Programs

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Learning and Development Specialist

Sitel
05.2020 - Current

Training Manager

Alorica
06.2017 - 05.2021

Call Center Manager

QVC
10.2015 - 06.2017

Bachelor of Science - Pre-Law

Liberty University

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Tiara Walker