Yakini Edwards
Tamarac,FL
Summary
Training Director with extensive leadership skills, motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
10
10
years of professional experience
Work History
Director of Customer Experience Training
Teleperformance
Fort Lauderdale, FL
08.2021 - Current
- Coached managers on incorporating coaching techniques into their leadership styles, fostering a supportive environment for employee development.
- Organized regular workshops focusing on soft skills such as communication, conflict resolution, and time management for improved workplace dynamics.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
- Analyzed effectiveness of training programs at all levels and recommended/ made updates.
- Drove departmental performance and achievement of service levels through focused team operational reviews, structured coaching, and managing to enterprise targets.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Improved workforce planning capabilities by analyzing historical call volume patterns to accurately predict future staffing needs.
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
Human Resources Business Partner
Teleperformance
02.2019 - 08.2021
- Ensured legal compliance in all HR practices, preventing potential lawsuits and fines.
- Facilitated effective communication between management and staff, fostering a positive work environment.
- Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity, and within company to reach business goals.
- Investigated and liaised with legal department to respond to complaints of harassment, discrimination, employee grievances, and other sensitive issues and prepared position statements for EEOC.
Learning and Development Specialist
Teleperformance
North Lauderdale
09.2014 - 02.2019
- Reduced training costs with the creation of efficient, targeted e-learning modules.
- Aligned training programs with organizational goals, ensuring that learning initiatives directly supported overarching business objectives.
- Provided coaching and mentoring to employees.
- Wrote training manuals for employees positions according to strict company guidelines.
Education
Bachelor Of Science - I/O Phycology
Indiana University - Purdue University Indianapolis
Indianapolis, IN02.2014
Skills
- Change Management
- FMLA Knowledge
- Team Development Strategies
- Program Management
- Employment Law Knowledge
- Data Analysis
- Strategic Thinker
- Decision-Making
Timeline
Director of Customer Experience Training
Teleperformance
08.2021 - Current
Human Resources Business Partner
Teleperformance
02.2019 - 08.2021
Learning and Development Specialist
Teleperformance
09.2014 - 02.2019
Bachelor Of Science - I/O Phycology
Indiana University - Purdue University Indianapolis