Zoe Drummond
Greenville
Summary
Innovative Training and Development Specialist with background in designing, implementing, and optimizing comprehensive training programs. Skilled in needs assessment, curriculum development, and leveraging technology to enhance learning experiences. Demonstrated ability to improve employee performance and productivity through effective training strategies. Successfully fostered collaborative environments that support skill development and professional growth.
Overview
4
4
years of professional experience
Work History
Trainer
The Cheesecake Factory
Greenville
06.2022 - Current
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Recommended changes or improvements in existing training processes as needed.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Explained goals and expectations required of trainees.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Facilitated team-building activities to foster a positive and collaborative work environment among new hires.
- Verified guest satisfaction with meals and suggested additional items to increase restaurant sales.
- Oversaw certification process for food handling and safety for all new servers, ensuring compliance with health regulations.
- Ensured all safety protocols were followed while using equipment during demonstrations.
Customer Service Representative
Community First Bank
Greenville
05.2023 - 08.2024
- Supported sales team members to drive growth and development.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalized assistance and support.
- Updated system with order specifics and customer details, preferences, and billing information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Prevented key account losses by researching discrepancies and correcting problems.
- Provided top quality control and eliminated downtime to maximize revenue.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Training Manager
Chick-fil-A
Greenville
01.2021 - 07.2024
- Created testing and evaluation procedures to assess performance before, during and after training sessions.
- Organized and coordinated training sessions for new employees.
- Advised management on best practices related to employee education initiatives.
- Evaluated employee skill levels and implemented new techniques to boost staff knowledge.
- Consulted with senior leaders to develop and execute strategy and provide regular updates.
- Reported progress against planned activities to secure management support and achieve objectives.
- Developed instructional materials such as presentations, videos, simulations and online courses.
- Monitored progress of trainees through feedback from managers and supervisors.
- Coordinated team leader motivational initiatives to incentivize professional growth and program improvements.
Education
Associate of Arts - Marketing
Greenville Technical College
Greenville, SC05-2020
Skills
- Classroom oversight
- Training needs analysis
- Training initiatives
- Train the trainer
- Student engagement
- Student rapport
- Lesson plan development
- New hire training
- Interpersonal communication
- Course development
References
References available upon request.
Timeline
Customer Service Representative
Community First Bank
05.2023 - 08.2024
Trainer
The Cheesecake Factory
06.2022 - Current
Training Manager
Chick-fil-A
01.2021 - 07.2024
Associate of Arts - Marketing
Greenville Technical College
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