Cadine Hall

At Sutherland, I manage the training portfolio and design learning solutions that build a customer-service and sales-focused culture. I lead training specialists across multiple client accounts, partnering with HR, Operations, Onboarding, Quality Assurance, and Client Services.

I've improved productivity by 15% and reduced employee attrition by 11% through KPI analysis, feedback surveys, performance tracking, coaching, and targeted skill interventions. I also reduced training-related attrition by 7% through engagement and personalized coaching strategies.

I have led training rollouts for two BPO clients, reducing training time by 25% while increasing customer satisfaction. My work includes revamping curricula for AT&T DIRECTV and Unum Insurance, creating a VTF certification structure, and delivering leadership, sales, customer service, onboarding, and process-improvement programs.

Having progressed from Team Manager to Trainer, Associate Training Manager, and Training Manager, I enjoy developing people, strengthening teams, and aligning training with operational and client goals.