Alaiya Holley
Portsmouth
Summary
Dynamic Sr. Trainer excelling in learning delivery, development and stakeholder communications. Supports different training project redesigns, boosting learner engagement and performance. Proven in fostering team building and cross-functional collaboration, I've nurtured high-potential talent and enhanced customer service standards, contributing to significant organizational growth.
Overview
17
17
years of professional experience
Work History
Sr. Trainer
Verizon
06.2019 - Current
- Optimized training delivery methods using e-learning platforms, maximizing accessibility for remote and in office employees.
- Assisted in re-design of existing assessment system used to evaluate New Hires.
- Led a cross functional team of analysts and trainers to audit the New Hire Sales and Service Album.
- Delivered comprehensive training to new and existing employees.
- Coordinated training for new hires to impart information about company policies, requirements and performance strategies.
- Facilitated leadership development programs, nurturing a pipeline of high-potential talent for existing and future management roles.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
- Demonstrates strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships with stakeholders and senior management.
- Proven success working within tight deadlines and a fast-paced environment.
- Skilled at working independently and collaboratively in a team environment.
- Promotes knowledge sharing across the organization by creating collaborative learning environments and resources.
- Facilitated virtual, in-person and blended learning sessions.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions to influence behavior changes for my stakeholders direct reports.
- Developed lesson plans, instructional materials for stakeholders and recommended existing training courses.
- Demonstrated commitment to ongoing professional development by attending trainings, seminars, and relevant certifications related to the field of corporate training, leadership and business.
Customer Sales and Service Expert
Verizon
03.2008 - 06.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective customer satisfaction rates.
- Handled calls promptly and with courteous professionalism.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Implemented upselling techniques to maximize revenue opportunities while delivering value-added solutions to clients.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Worked closely with cross-functional teams (FSC, DRC, SFC, CFS) to address complex customer issues, demonstrating a commitment to providing exceptional service.
- Navigated multiple computer systems expertly to handle customers' sales and service needs.
- Offered knowledgeable insight into available products and services as well as competitor activities to help consumers make informed decisions.
- Cross-trained existing employees as a subject matter expert and provided backup support to onsite leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Collaborated with and influenced team members to achieve monthly sales targets and improve overall performance metrics.
- Temp Promoted to train new personnel regarding company operations, policies and services.
- Reduced process inconsistencies and effectively influenced team members on best practices and protocols.
Education
High School Diploma -
Milpitas High School
Milpitas, CABachelor of Science - Business Administration And Management
Webster University
St. Louis, MOSkills
- Training and mentoring
- Team building
- Stakeholder communications
- Virtual training
- E-learning development
- Train-the-trainer
- Training delivery
- Cross-functional collaboration
Timeline
Sr. Trainer
Verizon
06.2019 - Current
Customer Sales and Service Expert
Verizon
03.2008 - 06.2019
High School Diploma -
Milpitas High School
Bachelor of Science - Business Administration And Management
Webster University
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