Kenneth

Sr. Learning Specialist

Identified training needs and skill gaps through performance and quality assessments.. Designed and delivered onboarding, compliance, and performance-based training programs.. Created training materials, learning resources, and performance improvement plans.. Monitored calls and employee performance to provide targeted coaching and development.. Evaluated training effectiveness and partnered with Operations to improve performance, quality, and compliance.. Developed targeted training strategies to address performance gaps and urgent business needs.. Maintained coaching relationships and supported continuous employee development and career growth.

Learning Specialist, MetLife Dental

Facilitated new-hire training and certification programs for the MetLife Dental account.. Delivered customer-centric training focused on product knowledge, processes, and service excellence.. Utilized LMS platforms to deliver, track, and monitor learner progress and performance.. Conducted coaching and performance support to address knowledge and skill gaps.. Evaluated learner performance and provided targeted feedback to improve readiness and proficiency.. Collaborated with Operations to support training effectiveness, quality, and continuous improvement.

Trainer, United Parcel Services

Trainer, US Telco Program

Delivered new hire classes according to US Client standards.. Ensured that trainees meet the requirements for certification.. Initiated training activities so that trainees are more ready to provide great customer experience (NPS) and resolve issues (First call resolution).. Facilitated training programs for merging of various service lines.. Facilitated Customer Centric workshops for new hire agents during pre-process.. Completed continuing education courses requirements of operations by delivering the training, tracking progress and requiring Ops team to complete assessments.. Created materials for pre-process training.. Utilized learning management system to deliver, track and coach trainees on their performance.

Care Specialist and Escalations Team for a Retail Program