At RS LLC, I designed 25–30 Nesting courses to prepare new hires and cross-trained employees for live customer interactions. I guided about 150 employees with targeted coaching, helping achieve average pass rates of approximately 90%.
As Training Supervisor at RS LLC, I revamped training programs, created the first Customer Service and Lending training manuals, and built a centralized knowledge repository for four locations. I also transitioned classroom training to remote delivery in 2020 and helped increase the number of agents reaching basic proficiency within eight weeks by 20%.
