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Adoria Drawsand

@adoriadrawsand

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Training specialist at GUILD EDUCATION who developed onboarding, job aids, and training videos for support teams.

United States

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At GUILD EDUCATION, I led virtual training, new-hire onboarding, and office hours to explain systems, processes, and service expectations. I created and updated SOPs, knowledge-base articles, job aids, and training videos as workflows changed.

I reviewed customer calls and Looker reporting to identify coaching opportunities and support friction. I also guided internal colleagues and outsourced support representatives, and documented learner escalations and follow-up in Salesforce, Zendesk, Jira, and Talkdesk.

Experience

Work history, roles, and key accomplishments

Associate Manager and Training Specialist

Guild Education

Jan 2023 - Oct 2026 (3 years 9 months)

Led virtual training sessions, new-hire onboarding, and office hours to explain systems, processes, and service expectations. Created and updated SOPs, knowledge-base articles, job aids, and training videos, and reviewed agent calls for quality assurance.

virtual training Onboarding SOP Development Knowledge Management Quality Assurance Coaching Looker Salesforce Zendesk Jira TalkDesk

Sales Advisor and New-Hire Trainer

DriveTime

Jan 2021 - Dec 2023 (2 years 11 months)

Trained new employees on systems, workflows, documentation, and customer communication practices. Supported customers across chat, email, and phone, providing follow-up and maintaining accurate records.

Training Customer Support Documentation Communication Skills

Customer Service and Claims Support

Progressive

Jan 2018 - Dec 2021 (3 years 11 months)

Supported policy and total-loss claims processes through case research, document review, and accurate follow-up.

Claims Processing Case research Documentation

Reservation Service Representative

HotelTonight

Jan 2017 - Dec 2018 (1 year 11 months)

Resolved reservation, billing, and app-related questions and documented customer issues.

Customer Service Issue Resolution Documentation

Medical Record Retrieval Specialist

Keais Records Retrieval

Jan 2015 - Dec 2017 (2 years 11 months)

Tracked sensitive record requests, coordinated with outside parties, and resolved missing-document issues.

Records Management Coordination Problem Solving

Education

Degrees, certifications, and relevant coursework

Lone Star College

Associate Degree, Visual Communications

Earned an Associate Degree in Visual Communications with a focus on Post Production.

Bellevue University

People Management & Leadership Certificate, Business Management

Completed a People Management & Leadership Certificate, covering business management, business leadership, and people and business leadership essentials.