Karen - Inside Sales & Learning Performance Analyst with 8+ years in Customer Relations and Training

Skilled in cultivating client relationships to increase revenue and ensure customer satisfaction.

Experienced in creating and delivering training programs to enhance team skills and compliance.

Proficient in conducting audits and analyzing quality metrics to improve service standards.

Capable of coordinating projects, managing deadlines, and ensuring deliverables meet standards.

Experienced in lead generation, customer engagement, and closing sales to drive business growth.

Cultivated and strengthened customer relationships to drive revenue growth., Contacted new and existing customers to discuss product and service solutions., Demonstrated exceptional consultative selling skills from initial rapport to needs assessment to solution delivery., Negotiated prices, terms of sale and service agreement to close transactions., Investigated sales and service issues to provide successful resolutions., Responded to customer inquiries quickly and professionally to maintain customer satisfaction., Maintained detailed account records and contact logs to facilitate sales process., Employed mathematical skills to calculate purchase, negotiate price and draft contract., Leveraged CRM software skills to generate pipeline and account reports weekly., Exceeded daily customer call quota by measuring input against goal and holding self-accountable.

Conducting Quality Audits and Analysis on real-time as well as on recorded for the Training departments on different sites., Monitor Quality Standards adhere to policy and procedures., Provide feedback on the Audits performed and make recommendations for improvement., Implementing Corrective and Preventive Actions., Ensure compliance with laws, regulations, and standards, recommending improvements where necessary., Prepare reports on the above information and communicate the insights of these reports to the Learning and Performance Director., Work in conjunction with Learning staff team to develop improvement plans to improve the team KPI’s and process effectiveness., Created and utilized lesson plans and teaching materials to enhance the teams KPI’s and time management., Coordinated time and materials for all Training sessions., Oversaw special courses, workshops and seminars to meet different needs.

Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions., Cultivated long-term relationships with clients to accurately quote pricing and terms that achieve customer objectives., Streamlined operational efficiencies by developing customer service protocols and standards., Developed and delivered new business requisitions through business-to-business sales., Managed existing portfolio and potential leads using CRM system., Improved profitability by developing pipeline using multiple sales penetration strategies., Saved costs by negotiating product prices, headset and other supplies., Designed timelines for services and alerted customers of changes or updates frequently., Improved productivity by overseeing and supporting account management team., Adjusted financial schedules and prices by applying supply management department cost information., Led and motivated sales team working with businesses.

Created and offered additional materials to enhance training., Explained goals and expectations required of trainees., Developed skill-specific training programs to promote employee development., Developed complete training programs and led training using expert learning techniques., Blended business's goals, mission and values with learning development initiatives to deliver high-quality training to employees., Evaluated client processes, employee performance and training progress to determine additional training needs., Coordinated development of training materials, including manuals, standard operating procedures and employee handbooks., Evaluated training materials prepared by instructors and offered actionable suggestions for improvement., Assessed training needs, using employee surveys and interviews to gather data., Scheduled training sessions based on availability of classrooms, equipment and instructors., Maintained strong knowledge of Product and Processes by participating in workshops, conferences and online education classes., Designed and directed orientation and training programs to meet client needs., Administered course content, schedules and attendance utilizing learning management system.

Managed new-hire training on topics such as business standards and compliance requirements., Managed training center functions, including development and implementation of Training Material, traveled to the US to train the New Management team for the new system SAP implementation., Traveled to different locations to train agents and staff on the new system, San Salvador, El Salvador and Guatemala Xela location., Created and monitored training courses to promote quality performance and enhance effectiveness of employee training., Coordinated spaces and materials for all training classes., Created and utilized lesson plans and teaching materials to enhance classes., Oversaw special courses, workshops and seminars to meet different needs., Conducted evaluations of current and projects training requirements to enhance program quality and efficacy., Administered Product, Knowledge and System training programs to new hires and recent graduates., Developed and improved assessments systems for instructor, course and student performance evaluations., Evaluated students, courses and training efficacy every weekly and by the end of the training period and reported to Training and Project Managers., Collaborated closely with instructors to drive learning objectives, resulting in 100% training completion for new products., Oversaw staff development and onboarding, bringing in the new hire classes to training if needed for retraining or support., Cross-trained employees to do other jobs within business, increasing job skills and productivity., Developed training materials, manuals, procedures and visual aids to effectively achieve organizational goals., Trained and mentored junior team members, leveraging previous experiences to deliver optimal project approach., Identified and communicated to management regarding areas needing additional training., Evaluated and communicated trainee participation and performance in reports to management., Conducted ongoing evaluations to determine effectiveness of programs and make recommendations for necessary modifications., Trained employees on new software with minimum level of frustration and training friction., Evaluated training programs to determine effectiveness and increase employee retention., Evaluated training effectiveness by surveying trainees and managers and collecting before and after data showing training impact., Awarded certificates to employees who completed training to recognize accomplishments, boosting motivation and retention., Oversaw logistics for training classes at different locations.

Make sure the Agents maintained policy, procedures, work instructions and provided projects for quality and continuous improvement plans., Set and achieved product quality objectives while meeting product specifications., Investigated performance to maintain employee adherence to quality and safety policies., Oversaw process checks to verify proper completion and correct frequency., Implemented internal auditing practices to create standards and statutory obligation compliance reports., Reported on internal and external outcomes of quality activities.