Joy-Ann Colbourne
Nut Grove St. John's,Antigua
Summary
Achievements include improving employee performance and reducing problems with safety or harassment through high-quality training programs. Adept at incorporating the needs of individual departments into training courses. Analytical and detail-oriented nature with excellent problem-solving abilities.
Overview
14
14
years of professional experience
Work History
Training Developer
Client Communication Services
05.2019 - Current
- Enhanced employee performance by designing and implementing comprehensive training programs.
- Developed engaging e-learning modules for improved knowledge retention and skill development.
- Reduced onboarding time with streamlined training materials and processes.
- Collaborated with subject matter experts to ensure accurate and relevant content in training courses.
- Assisted management in identifying skill gaps, developing targeted training initiatives to address areas of improvement.
- Evaluated training effectiveness, implementing changes to optimize results and meet organizational goals.
- Increased employee satisfaction through tailored training solutions addressing individual needs and learning styles.
Customer Service Representative
Client Communication Services
10.2018 - 05.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Quality and Training Supervisor
Alorica
07.2014 - 07.2018
- Enhanced employee performance by developing comprehensive training programs tailored to individual needs.
- Streamlined training processes for increased efficiency and effectiveness, resulting in higher employee retention rates.
- Established a culture of continuous learning by implementing regular feedback loops and performance evaluations.
- Achieved measurable improvements in staff productivity through targeted coaching sessions and skill development workshops.
- Facilitated cross-functional collaboration by organizing interdepartmental workshops and team-building activities.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Managed a team of trainers to ensure consistent delivery of high-quality training sessions across all departments.
- Assessed new employee skills and strengths to provide customized training.
- Managed new employee orientation training process for more than 100 employees each year.
Leadership Development Coordinator
Alorica
01.2012 - 07.2014
- Enhanced leadership development programs by incorporating experiential learning and team-building activities.
- Developed customized training materials for diverse audiences, resulting in improved participant engagement and retention.
- Collaborated with cross-functional teams to align leadership development initiatives with organizational goals and strategies.
- Evaluated program effectiveness through participant feedback and performance metrics, driving continuous improvement efforts.
- Designed innovative workshops to address specific leadership challenges, fostering a culture of continuous growth and development.
Customer Service Representative Trainer
Alorica
04.2011 - 01.2012
- Enhanced customer satisfaction by providing exceptional training to customer service representatives.
- Reduced employee turnover rate through the implementation of comprehensive training programs for new hires.
- Streamlined onboarding process for new customer service representatives, resulting in increased efficiency and reduced training time.
- Mentored underperforming employees, leading to improved performance and meeting company targets consistently.
- Developed customized training materials tailored to individual learning needs, ensuring a higher retention rate among trainees.
- Established a positive learning environment by fostering open communication and encouraging team collaboration during training sessions.
- Collaborated with management to identify areas of improvement in customer service processes and implemented changes accordingly.
Customer Service Representative
Alorica
04.2010 - 04.2011
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
MBA - Business Administration And Management
DeVry University
Florida01.2013
Bachelor of Science - Applied Mathematics
University of The Virgin Islands
Charlotte Amalie, St. Thomas, USVI05.2009
Bachelor of Science - Chemical Engineering
Columbia University, Fu Foundation of Engineering
Manhattan, New York05.2009
High School Diploma -
St. Croix Centrl High School
Kingshill, St. Croix 06.2004
Skills
- Learning Management Systems
- Needs Assessment
- Training facilitation
- Subject matter expertise
Timeline
Training Developer
Client Communication Services
05.2019 - Current
Customer Service Representative
Client Communication Services
10.2018 - 05.2019
Quality and Training Supervisor
Alorica
07.2014 - 07.2018
Leadership Development Coordinator
Alorica
01.2012 - 07.2014
Customer Service Representative Trainer
Alorica
04.2011 - 01.2012
Customer Service Representative
Alorica
04.2010 - 04.2011
MBA - Business Administration And Management
DeVry University
Bachelor of Science - Applied Mathematics
University of The Virgin Islands
Bachelor of Science - Chemical Engineering
Columbia University, Fu Foundation of Engineering
High School Diploma -
St. Croix Centrl High School
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