Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Tiffanie Lee

Tiffanie Lee

North Chesterfield

Summary

To leverage extensive experience in training and development to ensure successful training initiatives and increase compliance scores across the business.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Training Specialist

Allianz Partners USA
07.2022 - Current
  • Partner with sales team in scheduling training across multiple teams
  • Mentor and develop training facilitators across North America, India, and Mexico
  • Travelled between satellite locations; created and delivered Train-the-trainer sessions, and managed these teams remotely
  • Stayed current with multistate licensing requirements for new hires
  • Created content using Articulate LMS, and other traditional platforms
  • Analyzed data from trainee feedback, quality assurance reports, leadership feedback, and KPIs to identify quality concerns, skill opportunities, and trends

Customer Service Trainer

Elephant Insurance
07.2019 - 07.2022
  • Collaborate with operational leadership cross-departmentally to identify training gaps and build scalable learning paths for different areas of the business
  • Developed training plans according to ADDIE & AOSB analysis and utilized project management software (i.e Jira, Trello, MasterControl) to communicate cross-departmentally
  • Maintain agent licensing for Personal Lines insurance license in Virginia
  • Coach agents to improve performance in soft skills, call handle time, one call resolution, and customer experience and other operational metrics, as well as skills needed to deliver exceptional customer service
  • Instruct new hire classes, as needed, on policies and agent duties
  • Create virtual and in-person material for Customer Service new hires based on needs analysis performed

Licensed Insurance Agent

Elephant Insurance
01.2019 - 07.2019
  • Answered phones and assist customers with billing and service concerns
  • Serviced Elephant policyholders with concerns regarding their contract terms
  • Stayed current with state of Virginia licensing requirements

Store Manager

Comcast Inc.
05.2017 - 01.2019
  • Coached and develop representatives on selling and customer service behaviors
  • Trained representatives on new business initiatives and products
  • Created statewide training for Home Security Sales techniques and solutions
  • Audited and maintained store financial records

Sales Consultant

Comcast Inc.
05.2015 - 05.2017
  • Educated customers on Xfinity products to meet monthly quota
  • Worked as a liaison between Field Sales, Construction, and the customer
  • Trained other stores on sales practices across the division

Account Specialist

KMM Corporation
09.2014 - 02.2015
  • Serviced AT&T field technicians with product shipments
  • Was responsible for running weekly reports on productivity and solving for gaps
  • Worked service tickets originated from other departments
  • Partnered directly with manufacturers to ensure timely shipments and coordination with other stakeholder

Call Center Supervisor/Coach

T-Mobile, Inc.
08.2012 - 08.2014
  • Developed 15 direct reports in multiple metrics to drive performance
  • Partnered with support teams to accomplish company sales goals
  • Monitored a call for each rep 6 times a month for Quality purposes
  • Processed timesheets for 16 direct reports for payroll
  • Created trainings to develop representatives
  • Held coaching/meetings with representatives for development

Training Facilitator

T-Mobile, Inc.
12.2010 - 08.2012
  • Trained new hires in classroom and on-the-phone
  • Monitored call time, sales, callbacks, and customer survey results
  • Instructed in-the-classroom training and developed reps through continuing education classes
  • Developed training modules for new processes and procedures

Education

Southern New Hampshire University
05.2018

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Virginia Commonwealth University
05.2004

Skills

  • Learning management systems
  • E-learning platforms
  • Training program development
  • Training program design
  • Virtual training
  • Training evaluation
  • Cross-cultural training
  • Classroom expertise
  • Performance assessment
  • Project implementation
  • Course creation
  • Coaching and mentoring

Affiliations

  • 2020-2021 Director of Internal Communications

Richmond Chapter of the Association of Talent Development (ATD)

Certification

  • VA Property and Casualty License (2019-2023)
  • Health Insurance License (2006-2009)
  • Coaching Certification – Transformation Academy (9/2021 – present)

Timeline

Training Specialist - Allianz Partners USA
07.2022 - Current
Customer Service Trainer - Elephant Insurance
07.2019 - 07.2022
Licensed Insurance Agent - Elephant Insurance
01.2019 - 07.2019
Store Manager - Comcast Inc.
05.2017 - 01.2019
Sales Consultant - Comcast Inc.
05.2015 - 05.2017
Account Specialist - KMM Corporation
09.2014 - 02.2015
Call Center Supervisor/Coach - T-Mobile, Inc.
08.2012 - 08.2014
Training Facilitator - T-Mobile, Inc.
12.2010 - 08.2012
Virginia Commonwealth University - ,
Southern New Hampshire University - ,

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Tiffanie Lee