Violette Brea
Apopka,FL
Summary
Experienced Operations Senior Training Manager and Quality performance coach. Capable of meeting deadlines, managing a remote team and successfully prioritizing deliverables. Excellent communication and leadership skills. Extremely results driven, creative, and resourceful. A master innovator always seeking positive solutions to the most challenging projects. Excellent interpersonal skills with a solid reputation as an effective manager who leads by example.
Overview
24
24
years of professional experience
Work History
North America Senior Customer Service Training Manager
Cubic Transportation Systems
03.2013 - 04.2024
- Managed the Customer Services Training & Quality Departments for all Cubic Omnichannel Contact Centers in North America including the development and delivery of transit payment programs, processes and tools which supported the organizational goals for the various transportation projects supported by Cubic Transportation Systems
- Coordinated Training and Development Programs, created product documentation materials, workflow processes, service policies, and conducted product testing supporting various Cubic Transportation domestic and international projects
- Responsible for daily management of hybrid team of on-site and remote trainers and global quality analysts
- Traveled to Cubic Centers to provide onsite evaluations and team support
- Ensured agent readiness in supporting transit customers and contributed to delivery of wide range of training and program development activities
- Created product delivery documentation and user manuals for platforms such as Microsoft Dynamics and Pivotal CRM and various mobile traveler applications
- Developed detailed training curriculum for different projects and participated in successful transportation program launches for new automated contactless transit payment systems
- Worked with engineering and product testing teams of transit platforms to create learning guides for agents to assist end users when fielding questions, troubleshooting issues, and providing resolutions
- Created and delivered train the trainer sessions to external and internal customers, conducted employee on-the-job needs-assessment and created refresher training, partnered with customer service leadership staff to achieve and exceed performance levels
- Designed and managed Quality Monitoring Program and led monitoring team to enhance coaching and mentoring skills, identify and eliminate training gaps, and conduct performance evaluations at individual and team levels
- Pioneered internship program for contact agents to experience additional careers in quality, training, and workforce management.
- Organized workshops focused on conflict resolution and de-escalation techniques, improving overall call center efficiency.
- Mentored junior trainers, enhancing their skills through guidance and support in delivering effective instruction.
- Enhanced team performance by conducting regular evaluations and providing constructive feedback.
- Spearheaded cross-functional initiatives aimed at improving internal processes related to customer service management.
- Reduced employee turnover rate by creating a supportive and engaging work environment.
- Facilitated communication between departments, ensuring consistency in customer service policies and procedures.
- Developed customized training materials tailored to the unique needs of each department within the company.
- Evaluated industry trends in order to update training materials accordingly, ensuring relevancy and accuracy.
- Fostered a positive team atmosphere by regularly recognizing outstanding individual performance and celebrating group accomplishments.
- Conducted ongoing assessments of training effectiveness, adjusting content as necessary to maximize results.
- Collaborated with Quality Assurance teams to analyze call data, identifying gaps in knowledge or skills requiring further attention.
- Led regular refresher courses for seasoned employees, reinforcing best practices and emphasizing new policies or procedures.
- Improved customer service quality by implementing comprehensive training programs for new and existing employees.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Trained staff during demonstrations, meetings, conferences, and workshops.
- Reviewed and edited all training materials for accuracy and company policy compliance.
Income Maintenance Staff Development Specialist
Pennsylvania Department of Public Welfare
08.2010 - 06.2012
- Planned, organized, and coordinated standard, specialized, data systems, and professional skills staff development programs for centers, headquarters staff, service providers, and interested community groups
- Developed, conducted, and evaluated staff development programs for formal learning experiences in financial, supervisory, data systems, professional skills, and related income maintenance programs
- Designed new or refresher staff development programs to correct staff misinterpretation of policy or procedure
- Analyzed income maintenance program and performance deficiencies to determine if training is necessary as corrective action plan
- Developed training schedules, ensured adherence to training standards, prepared necessary training guides and aids, and produced records and reports
- Identified, developed, and conducted training to enhance professional training skills of headquarters, area, and CAO trainers.
Income Maintenance Case Worker
Department of Public Welfare
01.2007 - 08.2010
- Utilized Department of Public Welfare procedures for applicant's eligibility determination for public assistance programs
- Interviewed persons applying for public assistance programs, established and maintained Agreement of Mutual Responsibility with client
- Assisted clients in identifying and removing barriers to financial self-sufficiency and provided referrals for appropriate services
- Planned, organized, and managed large caseloads to ensure timely eligibility determination and ongoing case management
- Gathered and analyzed public and governmentally provided information to determine eligibility
- Retrieved and entered data via computer and internet safeguarding client confidentiality
- Conducted investigations including obtaining records and analyzing evidence, interviewing and locating witnesses, and receiving, reviewing, and controlling data and written information
- Provided assistance with interviewing of bilingual individuals pursuant to ongoing investigations
- Partnered successfully with various law enforcement agencies in data collection and compliance and compiled investigative reports to be utilized by agency heads
- Available to testify at court hearings as related to prosecution or collection of Commonwealth benefits.
- Enhanced client satisfaction by providing timely and accurate information regarding benefits eligibility and program requirements.
- Made referrals to appropriate services.
- Supported agency goals by participating in community outreach events, promoting income maintenance programs, and providing information on available services.
Trainer Supervisor
Telerx
06.2000 - 01.2007
- Facilitated all new hire trainings
- Provided professional and analytical support during evaluation, development, and delivery of training programs for skills, technical, and staff development training
- Developed new training materials and revised pre-existing resources to ensure core unit or group training needs were met
- Evaluated training methodology and made additions and revisions as required
- Conducted needs assessments for training initiatives
- Monitored and provided feedback in timely manner
- Launched customized workshops for correct utilization of products and provided written online responses based on consumer anticipated issues
- Conducted tailored coaching based on individual performance needs
- Contributed and developed evaluation and feedback tools to measure training success and identify areas of training need
- Provided bilingual assessments and reported on level of expertise
- Conducted bilingual evaluation for primary and secondary teams and reported on strengths and areas for improvement
- Translated materials and correspondence into Spanish in current database
- Translated technical system-related information into user-friendly instructional user guides, job aides, quick reference cards, and other instructional materials
- Facilitated group meetings to improve team effectiveness, problem-solving, process improvement, and group involvement
- Collaborated with Team Manager in interviewing process for new hires and customized new hire pre-testing
- Developed scripted responses to be utilized by phone representatives as proper responses and to be included in web based reference guide
- Facilitated Train the Trainer for new modules.
Education
BS - Psychology
Mercy College
Dobbs Ferry, NYAS - Fashion Merchandising
Brooks College
Skills
- Training delivery
- Coaching Techniques
- Empathy Development
- Quality Program Development
- Course Development
- Performance Metrics
- Training Needs Analysis
- Training Manual Creation
- Management Team Development
- Learning Outcomes Tracking
- Public Speaking
- Curriculum Development
Languages
Spanish
Native or Bilingual
Timeline
North America Senior Customer Service Training Manager
Cubic Transportation Systems
03.2013 - 04.2024
Income Maintenance Staff Development Specialist
Pennsylvania Department of Public Welfare
08.2010 - 06.2012
Income Maintenance Case Worker
Department of Public Welfare
01.2007 - 08.2010
Trainer Supervisor
Telerx
06.2000 - 01.2007
BS - Psychology
Mercy College
AS - Fashion Merchandising
Brooks College
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